Overview

Your customers are already in Mantle. Your documentation, your subscriptions, your revenue data—everything is connected. Mantle Helpdesk turns that into a superpower for support.

Instead of a disconnected ticketing system that knows nothing about your customers, you get a help desk that understands who's writing, what plan they're on, what they've done in your app, and what they've asked before. Combined with AI that actually knows your product, your team spends less time hunting for context and more time helping customers.

AI at the core

Every ticket that arrives in Mantle Helpdesk is automatically analyzed by AI. It's not a bolt-on feature—AI is woven into the entire support experience.

When a ticket arrives, AI immediately:

• Analyzes the message — Understands intent, detects sentiment, and assesses urgency

• Searches your knowledge — Scans your documentation, past tickets, and customer history

• Drafts a response — Writes a personalized reply you can send as-is or edit

• Surfaces insights — Flags escalation risks, repeated issues, or important context

AI suggestions in action

When you open a ticket, AI suggestions appear alongside the conversation. You'll see draft responses, escalation alerts, and recommended actions—all based on this specific customer and their history.

Click Use suggestion to insert a draft response into your reply, or Dismiss if it's not relevant. AI learns from your choices to improve over time.

What makes it smart

This isn't generic AI. Mantle's AI understands your specific product because it has access to:

• Your documentation — Every help article you've written

• Customer data — Subscription, plan, activity, and timeline

• Conversation history — Past tickets and how they were resolved

• Your codebase — Connect GitHub for technical context (optional)

The result: responses that sound like they came from your best support agent, not a robot.

AI agents

For more control, create custom AI agents with specific personalities and knowledge. Agents can:

• Focus on specific topics (billing, technical issues, onboarding)

• Use different tones for different audiences

• Access specific tools and data sources

• Run automatically via Flows

Auto-reply

Let AI handle common questions automatically. When a ticket matches a pattern you've configured, AI responds immediately—no human intervention needed. Complex issues get escalated to your team automatically.

Full customer context

Every ticket arrives with the customer's complete profile attached—their subscription, plan features, recent activity, previous conversations, and timeline. No more asking "what's your store URL?" or searching across systems to figure out who they are.

The sidebar shows:

• Customer profile and subscription details

• Plan features and entitlements

• Previous support conversations

• Timeline of key events

• Custom fields and tags

Multi-channel support

Email, live chat, Slack—wherever your customers reach out, tickets flow into one unified inbox. Your team sees everything in one place, with the same rich context and AI assistance regardless of channel.

Key features

Unified inbox

All tickets from all channels in one view. Filter by status, channel, customer segment, tags, or priority. See what's open, what's pending, what needs attention.

Live chat

Real-time conversations with customers, embedded in your app via a customizable widget. Chat tickets get the same AI assistance and customer context as email.

Documentation hub

• Create and organize help articles

• Host a branded knowledge base

• AI searches docs to answer questions

• Track which articles help (and which don't)

Automation with Flows

Connect helpdesk to Mantle Flows for powerful automation:

• Auto-tag tickets based on content

• Route tickets to the right team member

• Trigger AI analysis on new tickets

• Send Slack notifications for urgent issues

• Create tasks from support patterns

Getting started

Ready to set up Mantle Helpdesk? Here's the quick path:

1. Add your documentation — Import or create help articles so AI has knowledge to work with

2. Set up a channel — Configure email, chat, or Slack to receive tickets

3. Configure AI agents — Customize how AI responds and what tools it can use

4. Embed the widget — Add the support widget to your app for live chat

For detailed setup instructions, check out our guides:

• Getting started with Helpdesk — Step-by-step setup guide

• Support channels — Configure email, chat, and Slack

• AI-powered support — Set up response suggestions, agents, and auto-reply

• Documentation — Create and manage your knowledge base

• Support widget — Embed support in your app

The combination of complete customer context, AI that understands your product, and tight integration with your existing Mantle data means faster resolutions, happier customers, and a support team that can focus on what matters.