A modern help desk with AI at its core.
Every feature designed for support teams that want to move faster without the enterprise price tag. Here's what makes Hummingdesk different.
Every ticket, understood on arrival.
The AI reads each ticket as it lands — sentiment, urgency, escalation risk, and language — and pulls the right context from your knowledge base, so your team always knows where to act first.
- Sentiment + escalation risk — flagged before a frustrated ticket becomes a churn call
- Urgency + language detection — triage happens the moment the ticket arrives
- Ask your knowledge base — plain-language AI search across everything you've written
- KB surfacing — the right articles appear beside every ticket
Included in every plan. No add-on fee.
Tickets solved without an agent.
For predictable questions ("where's my order", "how do I reset my password", "what's your refund policy") the AI handles the entire conversation — from question to answer to close-out.
- Grounded in your KB — resolutions cite your published content, so answers are your answers
- Confidence-based routing — low-confidence tickets escalate to a human
- Monthly allocation — bundled with your plan, not billed per resolution
- Full audit trail — see every AI decision, edit the ones you don’t like
No per-resolution fees. Ever.
One inbox. Every channel.
Your customers don't care whether they emailed you, messaged your Instagram, or DM'd your business WhatsApp. They just want an answer. Hummingdesk unifies every channel into one workflow.
- Email — Gmail OAuth, no forwarding hacks · Outlook Coming soon
- Chat — Telegram · Facebook Messenger + Instagram DM Coming soon
- Team — Discord for community-facing teams · Slack Coming soon
- WhatsApp Business — passes through at Meta's wholesale cost
Telegram + Discord from Growth. WhatsApp at cost on Business.
Automate the repetitive work.
A rules engine that routes tickets by category, priority, channel, or keywords, escalates ageing tickets automatically, and triggers actions across your tools. Set it up once, then let it run.
- Condition-based rules — match on category, priority, channel, keywords, or ticket age — no scripts
- Automatic routing — assign to the right team, set priority, and tag by topic
- Time-based escalation — rules re-run on a schedule, so ageing tickets get bumped before they breach
- External triggers — call Stripe, HubSpot, Shopify, or any webhook
Included from Growth plan.
Every metric your team needs.
Response times, resolution rates, AI accuracy, agent performance, channel breakdown. One dashboard. No "Advanced Analytics" upcharge.
- Real-time queue health — see what's about to breach SLA
- AI performance tracking — resolution rate, deflection rate, hand-off quality
- Custom dashboards — build views for team leads and execs separately
- Data export — CSV, API, or scheduled email of any report
Included in every plan.
Ready when you scale up.
SSO (OIDC), audit logs, priority queue + QC scoring, BYOK (bring your own LLM key), SLA management, dedicated success manager. All on the Business plan.
- SSO (OIDC) — Okta, Azure AD, Google Workspace, or any OIDC provider
- Priority queue + QC scoring — priority-based ticket queues with quality-control scoring
- BYOK — plug in your own OpenAI or Anthropic key, pay only token costs
- Audit logs — every admin and agent action recorded and reviewable
All on Business plan.
Stop overpaying for AI.
Start actually using it.
AI-powered customer support that’s fast, simple, and honest. 14-day free trial.
Start your free trial