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Key takeaways
Dotty bundles four Desk AI skills – drafting replies, surfacing similar tickets, summarizing threads and spotting trends – into one add-on. Agents review and approve every reply before it sends.
The more knowledge you connect and the more tickets Dotty handles, the sharper its answers get. That growing understanding of your support operation is the base its next capabilities will run on.
Dotty runs on Amazon Bedrock inside Teamwork.com's own AWS environment. Ticket data never leaves it or trains an external model.
It's an add-on for any paid Desk plan, not a plan upgrade.
Every ticket your team closes today makes the next one a little easier. That's not a metaphor, it's literally how Dotty works.
Dotty is the AI Teammate built into Teamwork Desk. It drafts replies from your help docs and resolved tickets, surfaces the ticket that already solved this exact problem, and summarizes hand-offs so context isn't lost. Your agents review and send: nothing goes out untouched. But the real story isn't any one of those skills. It's what they're building together.
Curious to see it in action? Watch the video below.
Transcript for the video 'How AI Helps Support Teams Reply Faster | Meet Dotty in Teamwork Desk':
Client support never stops. And so much of it, you've answered before. Meet Dottie, your new AI teammate in TeamworkDesk. Dottie joins your team learning from your solved tickets, help docs, and SOPs. So Dottie's already found out how you solved things before. Then she drafts replies for your highest volume trends in your voice and your agent's tone. Your agents review, edit, and send so you stay in complete control. Dottie summarizes long treads and spots trends before they get out of control. So your agents work quicker and focus on high value work. Every ticket gets a faster, smarter, more consistent answer. Doesn't replace your team, she backs them up. Meet Dottie today.
The four jobs Dotty takes off your queue
Four skills. One shared foundation:
Never start a reply from a blank page. Draft with Dotty pulls a suggested reply from your help docs and past tickets, on request or automatically when a trend triggers it. The agent edits and sends; nothing goes out unreviewed.
Stop hunting through ticket history. Similar Tickets uses semantic search to surface up to five solved matches right in the sidebar.
Make hand-offs painless. Ticket and message summaries condense long threads into a quick read, most useful when someone picks up a conversation cold.
See the pattern, not just the ticket. Ticket Trends groups requests by theme so you can fix what clients keep contacting you about, not just answer it again.
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You're building the base for what's next
Useful individually. Together, they're doing something bigger: every ticket Dotty summarizes and every trend it surfaces isn't just a one-off convenience, it's building a structured, growing picture of how your support operation actually runs. That's the base the next layer of Dotty gets built on top of, not a finished product sitting still.
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You control what feeds it. Admins choose which inboxes Dotty covers and which knowledge it draws from, so replies stay scoped and consistent rather than pulling from anywhere. Dotty also picks up your organization's tone of voice from your context settings, so drafts read like your team wrote them, not a template. Keep your docs current and your resolved tickets clean, and its drafts start sounding like your best answer to that exact problem, because increasingly, they are.
Agents stay in control. Your data stays put.
That growing base only works if you trust what it's built on. Dotty assists, it doesn't replace. Most bot-first helpdesk tools are built to deflect clients away from people; Dotty hands agents a strong starting point and lets them decide what actually goes out. Clients can tell the difference, especially when something's gone wrong.
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That same principle carries into how Dotty handles data. Everything runs through Amazon Bedrock inside Teamwork.com's own AWS environment, so ticket data never leaves it, and none of it is used to train an external model. If you've been cautious about AI for exactly that reason, this is built to answer it directly.
Add Dotty to any paid Desk plan
Dotty is an add-on for any paid Teamwork Desk plan, so there's no need to upgrade. The standard package covers analysis of 1,000 tickets a month and up to 100 suggested responses, and every ticket and trend Dotty handles feeds that same base. If your team needs more, you can buy additional response packages.
One more thing worth knowing: because Desk sits next to Teamwork Projects, a ticket can link straight to the task it caused, with the time an agent spends on it logging to that client's budget.
Every ticket your team closes today does double duty: solved once, and sharper the next time it shows up. Turn Dotty on inside Teamwork Desk, and that compounding starts with the very next ticket in the queue.
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