Support tickets handled by AI workers, with a human still in charge

A desk built for ticket work that needs stack knowledge and a named approver

Lean cloud and platform teams, and MSP-like ops in Australia and New Zealand, already run support through a ticket queue. Those tickets often need investigation against stack knowledge, a drafted reply, and a clear human step before anything that changes systems or data.

Agent Desk puts that work in one helpdesk license. Vendor-owned AI workers investigate and draft from your allowed knowledge and tools. Your named operator approves before system-changing actions. Submitters stay on the helpdesk. Knowledge and data stay isolated per customer.

What you get with the Line 1 license

• Support tickets in a multi-tenant helpdesk
• Knowledge and data kept isolated per customer
• Vendor-owned AI workers that investigate and draft replies from your stack knowledge base
• Human approval before actions that change systems or data
• Ticket submitters on the helpdesk only

How Agent Desk works

1

A support ticket arrives in the helpdesk.

2

A vendor-owned AI worker investigates using your allowed knowledge and tools.

3

Approve

An operator reviews and approves before any system-changing action.

4

The reply goes back on the ticket. Knowledge stays with that customer.

Operators work in the helpdesk plus an approve view. Workers sit on seats Edge & Embers owns. Your submitters stay on the helpdesk.

Who Agent Desk is for

Lean cloud and platform teams, and MSP-like ops, in Australia and New Zealand who already run support through a ticket queue, and who can name an operator for approve duties on system-changing actions.

Managed operators who want multi-tenant isolation can add cloud ops later as a license uplift.

Agent Desk is in concept and design-partner stage. We are looking for one or two partners who want to shape Line 1: helpdesk tickets, stack knowledge base, governed propose-and-approve, and per-tenant isolation.

List pricing

List pricing. Subject to change.

NZD primary on this site. Guide about 1.6 NZD per USD. Quiet USD equivalents in fine print.