AgentDesk

AgentDesk is an open-source AI customer support system designed to unify live chat, knowledge retrieval, ticket workflows, and human handoff within a single operational framework. The platform addresses the needs of support teams by coordinating the entire customer support process—from initial user contact to final ticket resolution—inside one system. Its architecture is built to facilitate collaboration between AI-driven automation and human agents, aiming to make support operations operable, observable, and maintainable for real-world scenarios.

The system features a conversation runtime that manages user sessions, maintains conversation state, and executes replies. It incorporates an enterprise knowledge base powered by retrieval-augmented generation (RAG) to improve the accuracy of AI-generated answers. AgentDesk’s AI agent can handle common customer requests and standard procedures by leveraging conversation history, knowledge retrieval, and available tools. When required, the AI can invoke external skills or connect to enterprise systems using the MCP protocol for business actions.

A distinctive aspect of AgentDesk is its integrated human handoff capability, which allows seamless transfer of conversations to agents or teams when the AI is unable to resolve an issue or when a user specifically requests human assistance. The platform ensures that conversation context is preserved during escalation, maintaining continuity for both support agents and customers. Ticket lifecycle management is also included, enabling conversations to be converted into tracked work items for follow-up and resolution across teams or over time.

AgentDesk is accessible via a web widget or open interface, allowing users to initiate new sessions or continue existing ones. , Ltd. Its open-source nature allows organizations to inspect the code, adapt the architecture, and customize workflows to fit their specific support requirements.