Protodesk documentation

Getting started

Quickstart — your first ticket in 10 minutes
Sign up, connect your email, invite a teammate, and reply to your first customer — all in under 10 minutes.

Channels

Connect your support email
Two options — email forwarding or Gmail forwarding. Pick the one that fits your stack.
Connect WhatsApp
Two paths — official WhatsApp API or QR scan device linking. Set up, receive messages, send replies.

AI

Understanding AI credits
What a credit is, how many you get per plan, when to top up, and what happens when you run out.
AI triage — how it works and how to tune it
Auto-labeling, priority detection, and team routing that runs on every inbound ticket in under a second.
AI auto-resolve — setup and guardrails
Let AI answer routine questions from your knowledge base, with a 7-layer guardrail so it never hallucinates a policy.
AI Assist — context and reply assist
Ticket context, grounded articles, suggested next actions, and editable reply drafts — inside every ticket.

Team & roles

Invite teammates and assign roles
Add members to your workspace, assign roles (Owner, Admin, Agent, Viewer), and manage seats.

SLA & business hours

SLA policies and business hours
Define response-time targets per priority, team, or customer tier. Pause timers outside business hours. Escalate automatically on breach risk.

API & webhooks

Webhooks and API
Protodesk's webhook events and REST API. Available on Pro and above. Authentication, event payloads, rate limits.

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