E-commerce support
Refund and exception queue
Agent handles status; Desk takes refunds and policy edges with full order context.
Desk · Tickets and human handoff
Keep people in the loop without losing the agent.
When AI should not finish alone, Desk creates the ticket, routes the case with full conversation context, lets a human resolve it, and lets the agent continue follow-up afterward.
What it delivers
Four movements from request to result.
- 01
Escalation with full context
- 02
Tracked ticket work
- 03
Live human takeover
- 04
Agent resume after resolve
Product in motion
See desk turn an interaction into a result.
An illustrative workflow showing the work, the action and the record returned at completion.
One service layer. Every channel.
Carry the same context, answer, and follow-through across web, WhatsApp, and in-app conversations.
Illustrative workflow
Build with Zoft Copilot
Describe the handoff. Copilot wires Desk into the agent.
Copilot maps escalation rules, ticket fields, HITL behavior, and post-resolve agent steps into the same operation as chat or voice.
Trust without killing automation
Handoff is part of the operation, not a dead end.
Buyers fear AI that traps customers. Desk makes escalation explicit: ticket desks for tracked work, HITL desks for live takeover, then agent continuation when the human is done.
Support ticket desk
Create and manage tickets with the agent’s conversation and action context attached.
Human-in-the-loop desk
A person joins the sticky case with full history, resolves it, and returns the thread cleanly.
Agent continues after
Follow-up, closure, and allowed next actions stay with the agent once the human finishes.
How it works
Define when to escalate, then keep the loop closed.
Good desks start with clear escalation rules. Ambiguity, policy, or customer request should move work to people with enough context to finish.
- 01
Set escalation rules
Decide which intents, confidence levels, or policy edges create a ticket or HITL takeover.
- 02
Route with context
Pass conversation, tools used, and customer state into the desk queue your team works from.
- 03
Resolve and resume
Human finishes the sticky step; the agent picks up approved follow-up and closure.
Desk surfaces
Tickets and live handoff on the same platform.
- Spotlight 01
Ticket desk
Tracked cases with agent context for support and ops queues.
Channel routerContext ready - Spotlight 02
HITL desk
Live human takeover when the conversation needs a person now.
Shared contextGrounded - Spotlight 03
Closed loop
Resolution states feed back so the agent can continue without restarting the customer.
Resolution recordResolved
Where Desk matters
Use Desk wherever AI must stay trustworthy.
Desk is the answer to “what if the AI is wrong?”—especially for refunds, exceptions, and emotionally charged support.
Home services
Booking exceptions
Agent books the routine job; complex reschedules or complaints land on the desk.
Sales assist
Human close on hot leads
Qualification stays with the agent; Desk routes ready buyers to a person with the transcript.
Built for controlled trust
Escalation rules before volume.
Production desks need explicit triggers, ownership, and resume behavior. Zoft treats handoff as a designed step in the operation.
- 01
Explicit escalation policy
Define what the agent resolves alone and what must reach a human before go-live.
- 02
Context travels with the case
People should not re-ask what the agent already collected.
- 03
Eval the handoff path
Test ticket creation, HITL takeover, and resume before expanding traffic.
Questions before rollout
Desk FAQ
Clear scope is part of production quality. These answers separate the product direction from details that are confirmed for each deployment.
Is Desk only for support tickets?
Desk covers both tracked ticket work and live human-in-the-loop takeover. Many deployments use both for different escalation types.
Does the agent stop forever after handoff?
No. The design is human resolves sticky work, then the agent can resume follow-up or closure with the updated context.
How do people see conversation history?
Escalations carry the conversation and relevant action context into the desk. Exact UI and queue tooling are confirmed during implementation.
Can Desk work with Chat and Voice?
Yes. Desk is the handoff layer for agent conversations across the channels you deploy.
What is a good first Desk rule?
Start with one high-risk intent—refunds, cancellations, or “talk to a person”—so escalation is obvious and easy to evaluate.
Related products
Keep the operating layer connected.
Compare platforms
Decide with the actual operation in view.
Start with one escalation path
Put Desk into the private beta with your first agent.
Join the private beta, or talk with the team about ticket vs HITL rules, queues, and how the agent should resume after humans resolve.