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Customer Support

FuseDesk, worked by an AI employee

Not another app for your team to learn, and not a set of rules for you to build. You hire an AI employee, you give it access to your FuseDesk account, and you ask it for things in Slack or Teams the way you would ask anyone else on the team. There is nothing to map and nothing to maintain.

  • Customer Support
  • Connects with a key
  • 27 ready-made tools
  • Asked in Slack or Teams
At work

An illustration of how the conversation reads, not a transcript from a client account.

What FuseDesk is

FuseDesk is a customer support platform for managing cases, email conversations, contacts, departments, representatives, chats, and webhooks.

You paste in a key from your own FuseDesk account. It is kept encrypted, and you can withdraw it from inside FuseDesk whenever you like.

How a run works

One message in, the work done in FuseDesk.

  1. 01

    You ask

    You message your AI employee in the chat your team already has open, in one sentence, in your own words.

  2. 02

    It works out the step

    It decides what the job needs in FuseDesk. You do not pick anything from a menu or wire anything together.

  3. 03

    It does the work

    Signed in to your own FuseDesk account, inside the access you granted it, doing the thing you asked for.

  4. 04

    It reports back

    It tells you what it did, in the same thread. If it could not do something, it says so rather than guessing.

27 tools it already has

What it can do in FuseDesk

These are the ready-made tools your AI employee already has in FuseDesk. It is not limited to them, but it never has to be taught these.

  • Add Case NoteAdd an internal note or call record to a case and optionally change its status.
  • Bulk Merge CasesIrreversibly merge multiple FuseDesk cases. This cannot be undone; call only after the user explicitly requests a merge and verifies every case ID.
  • Bulk Update CasesApply an assignment, department, status, tag, CRM automation, CRM tag, or snooze operation to multiple FuseDesk cases.
  • Change Case TagApply or remove one existing case tag from one FuseDesk case.
  • Close ChatIrreversibly close a FuseDesk chat and end the live conversation. This cannot be undone. Supplying repid, departmentid, or casestatus may also create and assign a new support case
  • Create CaseOpen a support case for a customer in a FuseDesk department.
  • Create Case TagCreate a reusable FuseDesk case tag.
  • Create ContactCreate a FuseDesk contact. FuseDesk also links the new contact to a matching contact in the connected CRM, or creates that CRM contact when no match exists.
  • Get CaseGet one FuseDesk support case and its complete history by case ID.
  • Get ChatGet one FuseDesk chat and its complete message history by chat UUID.
  • Get ContactGet a FuseDesk contact by UUID, including current data from its linked CRM contact.
  • Get DepartmentGet a FuseDesk department's assignment, template, staleness, feedback, phone, and archive settings by department ID.
  • Get EmailGet one FuseDesk email by its numeric ID, including its complete body.
  • Get RepGet a FuseDesk rep's detailed profile, permissions, and signatures.
  • List Case TagsList available FuseDesk case tags and their case counts.
  • List ChatsList active FuseDesk chats across connected chat platforms, including assignment links, recent-message context, and lifecycle state.
  • List DepartmentsList active, archived, or all FuseDesk departments using the current v2 representation.
  • List RepsList active and disabled FuseDesk reps for assignment and ownership decisions.
  • List WebhooksList configured FuseDesk webhook subscriptions.
  • Reply To CaseSend an external email reply on a FuseDesk case using supplied content or an existing reply template. This immediately emails the resolved recipients.
  • Search CasesSearch support cases by customer, assignment, status, text, and lifecycle dates, returning one controllable page.
  • Search ContactsSearch FuseDesk and linked CRM contacts by required text. The connected API key must include FuseDesk's View Contacts permission.
  • Search EmailsSearch all or only unassigned FuseDesk emails, returning one controllable page with optionally truncated bodies.
  • Snooze CaseSnooze a case until an absolute date/time or FuseDesk relative-time expression.
  • Update CaseChange a case's content, customer link, assignment, department, or status. Provide at least one field to update.
  • Update ChatRename, transfer, relink, or mark a live FuseDesk chat seen or unseen. Provide at least one field to update.
  • Update ContactUpdate a FuseDesk contact. Warning: FuseDesk also updates the linked CRM contact, so confirm that both records should change before calling this tool. Provide at least one contact
Access, and who is in charge of it

You stay the boss of your FuseDesk account.

Nothing connects until you approve it. You grant access one app at a time, you can take it back the same way, and everything your AI employee does in there is written down where you can see it.

How we handle your data
  • It signs in to your own FuseDesk account. You are not moving anything into ours.
  • You grant access one app at a time, and you can take it back the same way.
  • Everything it does in FuseDesk is written down, with what it did and when.
  • Anything you tell it to check with you first, it checks with you first.
Other apps in the same corner of the business

It works in FuseDesk and the rest of your software in the same job

A real job rarely stays in one place. Reading a message in one app, checking a record in another and writing the result in a third is one request to your AI employee, not three.

See every app

Questions people ask about FuseDesk

Can an AI employee really work inside FuseDesk?
Yes. It signs in to your own FuseDesk account and works in it the way a new hire would, from the chat your team already has open. Nobody installs anything, and nobody learns a new screen.
Do I have to move anything out of FuseDesk?
No. Nothing moves and nothing is replaced. Your records stay in FuseDesk, your team carries on in the same screens they used yesterday, and your AI employee works alongside them in there.
How does it get into my FuseDesk account?
You paste in a key from your own FuseDesk account. It is kept encrypted, and you can withdraw it from inside FuseDesk whenever you like. You approve it before anything connects, and you can take the access back the same way you gave it.
What can it actually do in FuseDesk?
It has 27 ready-made tools in FuseDesk today, among them Add Case Note, Bulk Merge Cases and Bulk Update Cases. The full list is on this page. It is not limited to those, but it never has to be taught them.
Can it use FuseDesk and the rest of my software in the same job?
Yes, and that is usually the point. Reading a message in one app, checking a record in FuseDesk and writing the result somewhere else is one request to your AI employee, not three separate ones you stitch together.
Who decides what it is allowed to do in FuseDesk?
You do. You grant access one app at a time and can withdraw it at any time, anything you ask it to check with you first it checks with you first, and everything it does in FuseDesk is written down with what it did and when.