Heads up! New pricing takes effect from November 1st, 2025 onwards.
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Elevating your team. Every click, every reply, every ticket feels lighter, faster, and more human.
Your teams spend up to 40% of their day searching for information across PSA. Helena ends that. Helena pre-arranges complete ticket context, historical patterns, and customer sentiment analysis before your tech touches the ticket. No hunting. No context-switching. Just verify and solve.
The result is immediate: techs handle more tickets, resolve issues faster, and deliver sentiment-aware responses that boost CSAT. Our Helena AI Assistance transforms your existing ticket data and documentation into pre-packaged intelligence, amplifying your team's capacity without expanding your payroll.
Helena brings AI intelligence to every step of your ticket workflow, from smart search to resolution
Smart Reply Suggestions
Advanced Sentiment Analysis
Auto Knowledge Base Sync
Similar Ticket Sync
Unified Ticket Context
Human in the LoopHelena takes the first step for your technicians through AI-suggested replies. When a new ticket lands, it instantly drafts a thoughtful, context-aware reply, so your team doesn’t start from a blank screen. Technicians can send it as-is or fine-tune the message to match their voice. As conversations evolve, Helena refreshes its suggestions in real time, keeping every response timely, accurate, and aligned with your customer’s tone.
Reading between the lines. As customers reply, Helena gauges tone and emotion in real time, assigning a live sentiment score that reflects urgency and mood. When frustration rises or satisfaction dips, technicians or helpdesk managers see it instantly, allowing them to step in early, calm tensions, and protect CSAT before an escalation ever begins.
No more digging through folders or tabs. At ticket creation, Helena scans both internal DeskDay knowledge base and connected documentation tools like Hudu to surface the most relevant knowledge base article, right inside the ticket view. Your technicians get instant context and proven answers, shaving minutes off every response and keeping customers moving.
Helena recalls what’s worked before. By analyzing the current ticket’s description, it automatically pulls in similar past cases and their resolutions. Technicians can review what solved the issue last time and act faster with confidence, turning tribal knowledge into repeatable, time-saving intelligence.
Everything your techs need, in one place. Helena brings together suggested replies, relevant knowledge base articles, similar tickets, and live sentiment analysis, all within a single context window. No platform switching, no lost time. Just a clear view of every insight that matters, ready when your technicians need it most.
Helena assists, never overrides. Every suggestion, whether a reply, solution, or action, requires a technician’s confirmation before execution. This keeps control firmly in human hands while removing the mental load of repetitive drafting, searching, and decision-making.
Helena takes the first step for your technicians through AI-suggested replies. When a new ticket lands, it instantly drafts a thoughtful, context-aware reply, so your team doesn’t start from a blank screen. Technicians can send it as-is or fine-tune the message to match their voice. As conversations evolve, Helena refreshes its suggestions in real time, keeping every response timely, accurate, and aligned with your customer’s tone.
Reading between the lines. As customers reply, Helena gauges tone and emotion in real time, assigning a live sentiment score that reflects urgency and mood. When frustration rises or satisfaction dips, technicians or helpdesk managers see it instantly, allowing them to step in early, calm tensions, and protect CSAT before an escalation ever begins.
No more digging through folders or tabs. At ticket creation, Helena scans both internal DeskDay knowledge base and connected documentation tools like Hudu to surface the most relevant knowledge base article, right inside the ticket view. Your technicians get instant context and proven answers, shaving minutes off every response and keeping customers moving.
Helena recalls what’s worked before. By analyzing the current ticket’s description, it automatically pulls in similar past cases and their resolutions. Technicians can review what solved the issue last time and act faster with confidence, turning tribal knowledge into repeatable, time-saving intelligence.
Everything your techs need, in one place. Helena brings together suggested replies, relevant knowledge base articles, similar tickets, and live sentiment analysis, all within a single context window. No platform switching, no lost time. Just a clear view of every insight that matters, ready when your technicians need it most.
Helena assists, never overrides. Every suggestion, whether a reply, solution, or action, requires a technician’s confirmation before execution. This keeps control firmly in human hands while removing the mental load of repetitive drafting, searching, and decision-making.
Cut average reply time from minutes to seconds with AI-powered suggestions
Boost customer satisfaction with faster, more accurate responses
Eliminate repetitive tasks and documentation hunting
Every action requires approval - AI assists, never overrides
No. Your data is never used to train any external AI model or service.
DeskDay uses a hybrid AI environment, a secure blend of Anthropic, OpenAI, and DeskDay’s own models, to deliver Helena’s intelligent automation features.
No sensitive or customer information is ever shared with public LLMs. Only minimal, anonymized context is passed when necessary to perform a task.
Yes. Helena can be paused or completely disabled at any time, instantly stopping all AI processing within your workspace.
