AI Teammate Dotty is currently available in Early Access to selected Teamwork Desk accounts.
What
Dotty is an AI teammate built into Teamwork Desk. Dotty helps client-facing teams understand conversations, draft responses, learn from previous tickets, and identify patterns across client communication.
Why
  • Spend less time catching up on long customer conversations.
  • Draft consistent responses using available ticket and knowledge context.
  • Learn from resolved tickets and recurring customer patterns.
Who
  • Agents can use active Dotty jobs in the tickets and inboxes they have access to.
  • Admins can configure Dotty’s jobs for each inbox and manage Dotty's knowledge base sources.
When
Use Dotty while working on an individual ticket or when you need a broader view of recurring customer issues and support demand.

Meet Dotty

Dotty is your AI teammate in Teamwork Desk. Dotty works alongside client-facing teams to make customer conversations easier to understand and act on.

Dotty can help you get up to speed on a ticket, prepare a response, find useful examples from resolved conversations, and uncover patterns across incoming client communication. Dotty's jobs use the Desk information available to you and appear in the parts of Desk where that help is most useful.

Dotty avatar
On this page

What Dotty can help with

Dotty's jobs support two common types of Desk work: handling individual conversations and learning from activity across your client communication.

Find similar tickets

Dotty surfaces resolved tickets related to your current issue, helping you see how similar requests were handled without searching manually. Review the earlier conversation before reusing content because the suggested ticket may not be an exact match. Resolved tickets also form part of the knowledge available to Dotty.

Dotty groups related tickets from selected inboxes into recurring topics. Use trends to understand customer demand, spot emerging issues, and find opportunities to improve documentation or client communication processes.

 

Summarize tickets

Dotty creates a short overview of a ticket's messages and internal notes. Use it to catch up, prepare a handoff or escalation, or return to a conversation after time away.

 

Suggest replies

Ask Dotty to create a contextual reply using the current conversation and available knowledge sources. Ticket summaries can also provide context for suggested replies. Review and edit the suggestion in the ticket editor before sending it to the customer.

Auto-suggest replies

Dotty automatically recommends knowledge-based replies while agents work on tickets. Recommendations use the Help Docs sites and public links connected through Dotty's Knowledge base and can be reviewed before sending.


How Dotty works

Dotty uses the Desk content and connected knowledge available to each job. Depending on the job, this can include:
  • The current ticket conversation and internal notes.
  • Resolved tickets and previous support responses.
  • Help Docs sites connected through Dotty's Knowledge base.
  • Public links that your organization owns and connects through Dotty's Knowledge base.
  • The inboxes selected for analysis.
The information available to Dotty depends on your Desk permissions. You will not gain access to tickets or inboxes that you could not otherwise view.

Set up Dotty for an inbox

Use Dotty's Jobs tab to choose the inboxes Dotty assists with and enable the jobs your team wants to use.
  1. Select AI Teammates in Teamwork Desk's main navigation.
  2. Open Dotty and select the Jobs tab.
  3. Click the Select inbox field.
  4. Choose an inbox from the dropdown.
  5. Turn on any jobs you want Dotty to perform for that inbox:
    • Find similar tickets: Spot related tickets and surface solutions.
    • Identify trends: Uncover patterns and recurring issues in tickets.
    • Summarize tickets: Get a quick overview of ticket messages and notes.
    • Suggest replies: Generate AI-powered reply suggestions on demand.
    • Auto-suggest replies: Automatically recommend knowledge-based replies. Auto-suggest replies require Identify trends to be enabled for the same inbox.
  6. Click Save.

Repeat these steps for each inbox you want Dotty to assist with.

Follow the interactive walkthrough to set up Dotty’s jobs for an inbox.



Review Dotty's activity

The Activity tab provides a record of replies generated by Dotty, including the related ticket, reply status, and creation date. You can choose a date range, move between periods, and filter the activity shown.

  1. Select AI Teammates in Teamwork Desk's main navigation.
  2. Open Dotty and select the Activity tab.
  3. Choose a date range.
  4. Filter the activity shown as needed.

Add knowledge sources to Dotty's knowledge base

Use Dotty's Knowledge base tab to add Help Docs sites and public links that Dotty can prioritize when composing ticket responses. Public links must be owned by your organization.

Add Help Docs sites

  1. Select AI Teammates in Teamwork Desk's main navigation.
  2. Open Dotty and select Knowledge base.
  3. Click Add source.
  4. Select Add Help Docs site.
    The Add source menu in Dotty's Knowledge base, showing the Add Help Docs site option
  5. Choose a site from the Select Help Docs site dropdown.
  6. Select Add another Help Docs site and choose each additional site you want to add.
  7. Click Add Help Docs site(s) to confirm.

When you add a Help Docs site, Teamwork Desk syncs all pages on the site for Dotty to use. The knowledge base list shows each source’s name, type, status, and last synced date.

To add a public link that your organization owns, select Add source and then Add public link. Enter the public link you want Dotty to use.

Review and use Dotty's output

Dotty is designed to assist your team, with people retaining control of the work. Dotty does not send replies or make customer-facing decisions for you. Review Dotty's output for accuracy, tone, and customer context before you use it.

Before using an output:
  • Check that it accurately reflects the ticket and the latest available information.
  • Review linked sources where they are available.
  • Adjust the tone and detail for the customer and situation.
  • Do not include confidential credentials or sensitive information unnecessarily.
  • Confirm important details before using a summary, recommendation, trend insight, or customer-facing reply.

Other ways to use AI with Teamwork Desk

Dotty is managed from AI Teammates. Use the separate AI Settings area to manage MCP access and AI context settings.
 
You can also connect compatible external AI assistants, such as Claude or ChatGPT, to supported Desk workflows through the Teamwork.com MCP server.
 
The MCP connection is separate from Dotty. The information and actions available to an external AI assistant depend on the Teamwork.com account used to connect it and that account’s permissions.
 

Frequently asked questions

What is Dotty?

Dotty is the AI teammate built into Teamwork Desk. Dotty helps client-facing teams understand ticket context, draft responses, find useful previous conversations, and identify patterns across client communication.

Is Dotty the same as the existing AI features in Desk?

Dotty brings Desk's AI-assisted capabilities together under one teammate. You can still access individual jobs in the parts of Desk where they are most useful, and each job has its own help article with detailed instructions.

Where do I find Dotty?

Select AI Teammates in the Teamwork Desk navigation, then open Dotty. Use the Jobs, Activity, and Knowledge base tabs to manage Dotty's work. Enabled jobs appear in the relevant ticket or Desk workflow.

Can Dotty send replies automatically?

No. Suggested replies are added to the ticket editor for an agent to review and edit before sending.

What information does Dotty use?

The information depends on the job. It can include the current ticket, internal notes, resolved tickets, selected inboxes, ticket summaries, Help Docs sites, and public links connected through Dotty's Knowledge base.

Can Dotty access every ticket in Desk?

No. Access follows your existing Desk permissions. Dotty does not give you access to tickets or inboxes you could not otherwise view.

Who can configure Dotty?

Site-level admins can select an inbox and turn individual jobs on or off from Dotty's Jobs tab. They can manage knowledge sources from the Knowledge base tab.

Is Dotty the same as connecting Claude or ChatGPT through MCP?

No. Dotty is Teamwork Desk's built-in AI teammate. The Teamwork.com MCP server is a separate connection that lets a compatible external AI assistant work with supported Desk data and workflows using the connected account's permissions.