AI and Automation in Help Desk AMA: Ask Us Anything [November 17-21]

[CJuliano]

Curious how AI and automation can actually help your support team—not just add more features to ignore?

What This AMA Is About

AI in customer support can feel like a lot of hype and not much help. But when it's built right, it genuinely makes your team faster and your customers happier. During the week of November 17- 21 our Help Desk team is here to answer your questions about how AI and automation work in Help Desk, what they can do for your team, and how to get started without overwhelming anyone.

Meet Your Expert Panel

We've brought together the people who build and scale these features every day:

• Caitlin Juliano - Service Hub Product Marketer
• Rose Sail - Product Manager, Help Desk
• Sophie Merrow - Respond & Resolve Help Desk PM
• Jenn De Mello - Product Lead, Help Desk
• Marc Ollmann - Reporting & Insights Help Desk PM

Example Questions to Get You Started

Not sure what to ask? Here are some questions we'd love to answer:

• What's the difference between automation and AI in Help Desk?
• We have a small knowledge base. Is AI still useful for us?
• How do I know if AI is giving customers good answers?
• What should we set up first—AI features or automations?

How This AMA Works

Post your questions as comments anytime between now and November 21. Our team will check in regularly throughout November 17-21 to provide answers. We'll make sure every question gets a thoughtful response by the end of the week.

No question is too basic or too specific. Whether you're trying to understand what AI Agent can handle, figuring out your first automation, or wondering how to measure if any of this is actually working, we're here to give you clear, practical answers.

Drop your questions in the comments below. 👇

[CJuliano]

Drop your questions in the comments below. 👇