What happens to tickets the AI isn’t sure about?
They escalate to your team — always. Every reply is confidence-scored against a threshold you control, and categories you mark (refunds, legal, angry customers) skip the AI entirely. Glassdesk never guesses.
Do I need engineers to set it up?
No. You paste your help-center URL and connect Gorgias. Crawling, chunking, indexing, and the eval run are automatic.
What is “double-billing” — and does Glassdesk do it?
Double-billing is when one resolved ticket is charged twice: your helpdesk bills its ticket fee, and the AI vendor bills a separate per-resolution fee on the same ticket — Gorgias’s own billing docs confirm its AI Agent works this way. Glassdesk never adds a per-ticket or per-resolution fee: you pay one flat monthly price, so a resolved ticket is never a billing event — even at Black Friday volume. Sources on the compare page.
What counts as a “resolution”?
A ticket where Glassdesk drafted or sent the answer. We never charge for escalations to your team, failed attempts, or spam — none of those count against your volume. And unlike per-resolution vendors, going over your band never creates a surprise bill — Starter and Growth simply prompt an upgrade.
What happens if Black Friday pushes us over the limit?
Nothing stops — no ticket is ever dropped mid-surge. On Starter and Growth, Glassdesk keeps drafting cited replies past the cap; they’re flagged “over plan” and wait for a human to hit send, and your dashboard shows an upgrade prompt. On Scale, extra resolutions are just $0.15 each — never $0.90 — so a record weekend stays a record weekend, not a billing event.
How does the founding-member discount work?
The first 10 stores use code FOUNDING10 at checkout for 50% off, forever — as long as your subscription stays active, your price never goes up, even as new features ship. In exchange we ask for honest feedback and a review.
Where does my data go?
Your knowledge base is indexed in our database; conversation content is logged only if you opt in (metadata-only by default). We don’t train models on your data.
Can I ask questions about my own support data?
Yes — Ask Glassdesk is a built-in AI chat agent on your analytics
dashboard (Growth & Scale plans). Type a question or tap the mic and just say it:
“Why are tickets escalating?” “What did the AI cost us this month?” Every answer is
computed from your own ticket metadata — never generated, never guessed — and your
customers’ message content is never read.
What languages does Glassdesk support?
Glassdesk detects the language of each ticket and replies in it, translating your (English) help-center policies faithfully — numbers, fees, and timeframes stay exactly as written. Accuracy is eval-tested per language before we claim it: Spanish, French, and German today, with more added as they pass the gate. Citations and escalation rules work identically in every language.
Which helpdesks do you support?
Gorgias today — Shopify orders included. Freshdesk and Zendesk are on the roadmap.
How does the free trial work?
14 days, full features, card required (you won’t be charged until the trial ends, and you can cancel in one click from the billing portal).
