Overview
Helena is your built-in AI companion inside DeskDay — designed to help MSP technicians handle tickets faster, respond more effectively, and improve customer experience with empathy.
Instead of switching between tabs or hunting for knowledge articles, Helena sits right inside every ticket, offering smart assistance when you need it.
When you open a ticket, she gently asks:
“Hi <Tech Name>, want me to check solutions, write a quick draft, or prep next steps for this ticket?”
With one click, you get contextual suggestions, knowledge results, and insights — all within the ticket.
Why Use Helena
Helena saves valuable technician time by reducing repetitive effort and context-switching.
Here’s what she helps you achieve:
✍️ Draft professional, empathetic replies instantly
🔍 Surface relevant KBs and past ticket resolutions
😊 Understand the customer’s tone and emotion before replying
💡 Learn from every ticket interaction to improve future suggestions
Helena isn’t here to replace your techs — she amplifies their expertise with the context, speed, and tone that today’s customers expect.
Turning On Helena
To start using Helena inside DeskDay:
Go to Control Center → Service Desk → Helena
Toggle Enable Helena
Integrate your Hudu account (required for knowledge suggestions)
Once enabled, you’ll see the Helena icon on the Ticket Details page
From there, Helena becomes available for every ticket in your Service Desk.
Where Helena Appears
You’ll find Helena inside each ticket’s chat panel.
When clicked, Helena opens a task view with three smart modules in this release:
Suggested Reply
Suggested Solutions - Ticket suggestions and Knowledge Base Results
Sentiment Insights
Each module is designed to assist you at a specific stage of ticket handling.
✍️ Suggested Reply
Helena helps you write accurate, empathetic, and well-structured ticket responses — instantly.
How it works:
Reads the full ticket thread and customer tone
Generates a draft reply that matches context and sentiment
Lets you add your own input before sending
Actions available:
Send as-is: Post directly as a private or public note
Edit & Send: Make quick tweaks before sending
Copy: Copy to clipboard
Helena’s replies are tone-aware — casual and formal.
🔍 Knowledge Base Results
Helena surfaces the right knowledge at the right time — from your internal ticket data or Hudu tool documents.
Search sources include:
Past closed tickets with time entry notes
Integrated tools (starting with Hudu)
Internal Knowledge Base articles (Adding soon)
This means techs never need to leave the ticket to find a solution.
😊 Sentiment Insights
Before replying, Helena helps you understand how the customer feels and what they’re trying to achieve.
Each message is analyzed across three dimensions:
Emotion: 🙂 Positive, 😐 Neutral and 😡 Negative
Tone: - Satisfied, Neutral, Impatient, Confused, Frustrated, Angry
Intensity: High, Medium and Low
Root Cause: Why the emotion exists — e.g., incomplete diagnosis, communication gap, delay
Helena then recommends how to respond more empathetically, helping improve customer satisfaction and tone consistency across your support team.
Best Practices
Enable Hudu integration for best KB results
Encourage techs to add clear ticket notes — Helena’s suggestions get smarter with context
Review sentiment insights before replying to improve empathy and clarity