Platform Features

Every feature your support team needs — and a few the AI handles for you.

Protodesk combines a classic shared inbox with AI that actually understands your business context, policies, and voice.

One inbox for every channel

Email via forwarding or Gmail. WhatsApp via official API or QR scan. Slack and Discord as native connectors. Every conversation — regardless of channel — lives in one thread, with one customer profile, one timeline.

Thread view merges email, WhatsApp, Slack, and Discord per customer
Rich replies with attachments, signatures, and /canned-response shortcuts
Internal notes visible only to teammates
Full conversation timeline — including AI activity traces

Interactive demo coming soon

Tickets that organize themselves

Every inbound ticket runs through an AI triage pass in under a second. Protodesk assigns labels, priority, and routes to the right team before a human sees it.

Auto-labeling with a library of 20+ standard labels plus custom ones
Priority detection from urgency cues (VIP, outage, refund)
Team routing via rules (label, channel, customer tier)
Reasoning trace shown in-thread — not a black box

Interactive demo coming soon

Let AI handle the repeat questions — safely

Protodesk's auto-resolve pipeline uses a 7-layer guardrail (escalation rules → KB retrieval gate → disambiguation → grounded generation → verification → source citation → outcome tracking) so AI only answers when it has a source to cite.

Grounded in your knowledge base — never invents policies
Cites the article it used in every AI reply
Escalates to a human on ambiguity or low confidence
Pause auto-resolve per label, per team, or globally

Interactive demo coming soon

An in-thread assistant for your agents

Inside every ticket, the sidekick summarizes the conversation so far, drafts a reply you can edit and send, suggests related articles, and proposes the next best action.

One-click summary of long threads
Draft replies in your brand voice (configurable per AI Agent)
Suggested next action (close, escalate, wait for customer)
Related knowledge-base articles surfaced inline

Interactive demo coming soon

A knowledge base that powers AI and customers

Write articles once. They power auto-resolve, sidekick suggestions, and — on Business+ — a public help center at your custom domain. Embeddings run locally via ONNX, so your content stays private.

Markdown editor with drag-and-drop media
Local embeddings (pplx-embed ONNX) — content never leaves our infrastructure
Public help center on Business+ with SEO-ready article URLs
Version history plus draft and publish workflow

Interactive demo coming soon

Route work to the right team

Organize agents into teams (Billing, Technical, VIP). Every team has its own queue, assignment rules, business hours, and SLA policy.

Auto-assign rules by label, channel, or priority
Team-specific business hours
Per-agent "My Tickets" view
Plan-gated: Starter = 1 team, Pro = 5, Business+ = unlimited

Interactive demo coming soon

Hit your response targets, every time

Define SLAs by priority, team, or customer tier. Protodesk tracks first-response and resolution timers, pauses them outside business hours, and escalates automatically when a breach is imminent.

First-response and resolution timers
Business-hours-aware timer pausing
Pre-breach warnings and auto-escalation
SLA dashboard with per-team performance

Interactive demo coming soon

Reply to the common stuff in one keystroke

Type / in the reply box to autocomplete saved responses. Insert {{customer.name}}, {{order.id}}, and other variables on the fly.

Slash-command picker with fuzzy search
Variable placeholders auto-populated from customer record
Per-team or workspace-wide canned library
Usage analytics — know what's working

Interactive demo coming soon

Every customer, fully contextualized

A unified profile for every person who writes to you — with past tickets, satisfaction scores, channels they use, and any custom fields you need.

Merged identity across email and WhatsApp
Custom fields for segmentation
CSAT history and sentiment trend
Notes and internal context visible to every agent

Interactive demo coming soon

Fits your stack, not the other way around

Webhooks on every event, a typed REST API on Pro+, and Zapier/Make support via webhooks.

Webhook events: ticket.created, ticket.updated, message.received, ai.action, and 20+ more
REST API (Pro+) for custom integrations
Prebuilt connectors for popular tools
Multi-model AI support — choose the best model for your needs (Business+)

Interactive demo coming soon

Built for teams that can't compromise on trust

Enterprise-grade security baked in from the start.

SOC 2 Type II in progress (target Q4 2026)
Encryption at rest and in transit (TLS 1.3)
SSO (SAML / OIDC) on Enterprise
SCIM user provisioning on Enterprise
Audit log on Business+
GDPR-compliant data deletion and export

Interactive demo coming soon

Plan comparison

What's included in each plan

Upgrade when you need more. Every plan stays useful on its own.

Feature	Free	Starter	Pro	Business	Enterprise
Seats	3	5	15	50	Unlimited
Tickets / month	500	5,000	Unlimited	Unlimited	Unlimited
Channels	3	Unlimited	Unlimited	Unlimited	Unlimited
Teams	1	1	5	Unlimited	Unlimited
AI credits / month	0	300	900	3,000	Custom
AI sidekick	Included	Included	Included	Included	Included
AI auto-resolve	Included	Included	Included	Included	Included
Knowledge base articles	50	Unlimited	Unlimited	Unlimited	Unlimited
Public help center	Not included	Not included	Not included	Included	Included
SLA management	Not included	Not included	Not included	Included	Included
Custom domain	Not included	Included	Included	Included	Included
Webhooks	Not included	Not included	Included	Included	Included
REST API	Not included	Not included	Included	Included	Included
Audit log	Not included	Not included	Not included	Included	Included
SSO (SAML / OIDC)	Not included	Not included	Not included	Not included	Included
SCIM provisioning	Not included	Not included	Not included	Not included	Included
White-label	Not included	Not included	Not included	Not included	Included

See full pricing →

Try everything free for 7 days

Every new workspace gets Pro features layered on Free for 7 days. No credit card.

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Enterprise-ready SSO, SCIM, audit log, white-label, and dedicated success.

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