# A helpdesk with an AI agent on the team.

The Aide AI Agent answers chat and email as an assignee. Your team works the rest from one live inbox, with routing, SLAs and macros that fill in the order.

Aide Helpdesk is an AI-first helpdesk where the Aide AI Agent answers chat and email and your team handles everything it doesn't, with routing, SLA policies, macros and an audit log. It costs nothing for up to 2 team members, and human replies are never billed.

Source: https://aide.app/helpdesk · Updated 2026-10-27 · By Ziyad Basheer

| | |
|---|---|
| Where it lives | A standalone inbox at my.aide.app/inbox, with the Aide AI Agent and Copilot. |
| Channels | Aide Chat on your site or Shopify store, email forwarding and Gmail. |
| Price | Free plan for 2 team members. Paid plans from $39 a month. |
| Roles | Owner, Admin and Agent. |
| Audit log | Every sign-in and change, with a before-and-after diff, kept two years. |
| Notifications | Handoffs, missed SLA targets and orders awaiting approval, by email and Slack. |

## Built around who needs a person

Aide takes the conversations it can answer. Your team sees the rest, sorted and timed.

- Aide as an assignee: Chats Aide is answering are assigned to Aide. Take one over, or hand it back, in one click.
- Needs a person: Every open conversation Aide isn't handling, handoffs included, appears here the moment it arrives.
- SLA policies: First response, next response and resolution targets, with a warning before a miss.
- Routing and assignment: Rules set the team, priority or SLA. Round-robin and balanced teams share the load.
- Macros with order details: Type / to pick a macro. It fills in the order and tracking, and runs its actions on send.
- Sender rules: Receipts and newsletters are filed out of the queue, and every filed message says why.

## From sign-up to a working inbox

- Connect your channels: Add Aide Chat to your site or Shopify theme, forward your support address or sign in with Gmail.
- Turn on the AI agent: Aide answers from your website, help center, products and orders. New topics start on Drafts.
- Work what needs a person: Handoffs land in Needs a person, routed and timed by your rules.

## Automation that never undoes a person

Routing rules run when a conversation starts, on each customer message, on a handoff, and again once Aide has tagged the topic, so "refund requests go to Billing" matches on arrival. Once someone is assigned, team and member actions are skipped.

SLA clocks run in calendar hours or your business hours, skipping weekends and holidays in your timezone, and pause while a conversation waits on the customer, is on hold or is snoozed. A snoozed conversation reopens with its assignee.

## Context beside every conversation

The details panel shows the customer's other conversations as a timeline across email, Aide Chat and connected helpdesks. With Shopify connected, it adds their orders, every shipment of a split order, live tracking and their cart. Teammates can refund, cancel, change the address, hold fulfillment or send a free replacement from the conversation, and large refunds requested by Agents wait for an Owner or Admin.

## Frequently asked questions

### What is an AI helpdesk?

A helpdesk where an AI agent works the queue alongside your team. In Aide Helpdesk, the Aide AI Agent answers the chats and emails it can, conversations it is answering are assigned to Aide, and everything else lands in Needs a person.

### Is Aide Helpdesk free?

Yes, for up to 2 team members, with unlimited human conversations and 150 AI replies a month. Starter is $39 a month for 1,000 AI replies and unlimited team members.

### We already use Zendesk, Gorgias or Front. Do we need to switch?

No. Aide connects to Zendesk, Gorgias and Front on every plan and drafts and replies inside them, so your team keeps its helpdesk. Aide Helpdesk is for teams starting fresh or answering from a shared inbox.

### Which channels does Aide Helpdesk support?

Aide Chat on your website or Shopify storefront, a hosted chat page, email forwarding from your support address, and a connected Gmail inbox.

### What helpdesk automation is included?

Routing rules, round-robin and balanced auto-assignment, SLA policies with warning and breach actions, macros that run actions on send, and sender rules that file automated mail. Every plan includes every feature.

### When is Aide Helpdesk not the right fit?

When your team is happy on Zendesk, Gorgias or Front (keep it and add Aide inside), or you need voice, phone, WhatsApp, Messenger or Instagram today. Aide also doesn't host a public help center or send mobile push notifications.

## Related
- [A free helpdesk with the AI agent built in.](https://aide.app/guides/free-helpdesk-with-ai)
- [Every ticket tagged with the real contact reason.](https://aide.app/helpdesk/ai-ticket-tagging)
- [Add AI to your helpdesk without replacing it.](https://aide.app/guides/add-ai-to-your-helpdesk)

Start free: https://my.aide.app/register