The helpdesk that gets
smarter every week.
A unified inbox where our AI handles the routine, your team handles the rest — and the model improves with every reply your agents send. Trained on your data, owned by you.
02:14
09:30
13:45
17:22Close tickets in seconds, not days.
Customer was locked out of their account after multiple failed login attempts. They've verified their identity and are requesting their account to be unlocked and a password reset link sent to their email on file.
Give every agent an AI assistant that pulls context from past conversations, surfaces instant answers from your knowledge base, and drafts replies so your team resolves more queries in less time.
Convert any conversation into a ticket with one click — automatically categorized, prioritized, and routed to the right team. Every issue reaches the right person with full context.
Build powerful automations to route conversations, manage SLAs, and configure escalation triggers — without any engineering support.
One thread per customer. Across every channel.
Bring every conversation across email, chat, widget, and social apps into one inbox, so your team works from one place — and every customer gets a consistent experience regardless of how they reach out.
A rich, real-time record for every user and company, with conversation history, behavioral data, and custom attributes — giving your team everything they need to deliver personal, tailored service.
Connect Overwatch to your stack out of the box, including Salesforce, Stripe, and Jira — with a powerful, flexible API for everything else. All quick to set up and easy to maintain.
See what's breaking before it breaks.
The only solution with 100% coverage across your entire support operation — giving you actionable insights into what customers are asking, how they feel, and what's changing, with AI for trends, topics, sentiment, and entities.
Monitor every AI and human conversation in real time — with AI-powered scoring against your custom standards, and instant alerts the moment quality drops.
Access pre-built reports covering every support use case, and a fully customizable report builder with advanced filters and chart visualizations.
Why teams leave Intercom and Zendesk.
Same core job. Very different trade-offs. Here’s the honest version.
| Feature | Intercom | Zendesk | Overwatch |
|---|---|---|---|
| Pricing model | Per seat + AI add-on | Per seat, tiered | Per seat, AI included |
| AI training on your data | Opt-out only | Shared model | Stays in your workspace |
| Per-customer data isolation | Workspace-only | Workspace-only | Per-company by default |
| AI model | Third-party LLM | Third-party LLM | Custom, purpose-built |
| Time to first AI reply | 2–3 weeks setup | 4–6 weeks setup | Under an hour |
| Migration tooling | Manual | Built-in importer | |
| Team chat included | |||
| Native WooCommerce | Via app |
Comparisons reflect public pricing and product pages as of May 2026. Intercom and Zendesk are trademarks of their respective owners.
Monday morning, your inbox is already triaged.
Here’s how a real support team’s day looks once Overwatch is live.
- 9:00
Overnight tickets, already answered.
47 emails arrived while your team slept. The AI replied to 32 with full context from your docs. 8 were escalated cleanly. 7 are drafts waiting for a one-click approve.
- 9:45
Your team logs in to a triaged inbox.
No 47-message backlog. Just 8 conversations that need humans — each one with the AI's draft, the customer's history, and order data inline.
- 11:30
A pattern emerges. Copilot catches it.
Four customers asked the same shipping question. Copilot flags the trend, suggests a canned response, and offers to publish a knowledge base article. You approve. It's live in seconds.
- 14:15
A teammate @mentions you in team chat.
Edge case on a refund. You're looped in with full context — the conversation, the customer, the order, the policy. Resolved in two replies, not two threads.
- 16:00
Reports update themselves.
AI auto-resolved 67% of today's eligible tickets. Median first response: 1.4 seconds. CSAT held at 94%. No spreadsheet exports required.
- 18:00
You close the laptop.
The AI keeps working through the night. Every reply your team approved today made it a little better at tomorrow.
“Every helpdesk treats AI as an upsell. We treat it as the floor — but with one rule: your team trains it, no one else does. Every approved reply becomes part of your AI. The model gets measurably better. Your data never leaves.”
Your conversations are yours. Never used to train foundation models.
AI escalates the moment it lacks confidence. Humans always have the last word.
No per-seat lock-in. No "AI add-on." One price, everything included.
Built for the questions
your security team will ask.
AI replies are scoped by company_id. One customer's knowledge base never bleeds into another's answers.
Conversations are never used to train a shared or third-party foundation model. They live in your workspace, with you.
All data encrypted in transit (TLS 1.3) and at rest. Production-grade infrastructure, audited regularly.
Full data export at any time. Cancel and your data leaves with you — no hostage clauses.
One price. AI included. No add-ons.
Intercom charges $74/seat then $0.99 per AI resolution. We don’t. Start free. Upgrade when you outgrow it. Cancel anytime.
Starter
For solo founders and small teams getting started.
- 1 inbox
- 500 conversations / mo
- Basic AI drafts
- Email + widget channels
- Community support
Growth
RecommendedFor growing teams that need real AI resolution.
- Unlimited inboxes
- Unlimited conversations
- Full AI agent + auto-resolve
- Knowledge base sync
- Team chat + presence
- Reports + insights
- Priority email support
Scale
For high-volume teams with custom needs.
- Everything in Growth
- SSO + SCIM
- Custom data retention
- SLA + dedicated CSM
- Custom integrations
- Audit logs
Questions, answered.
Overwatch runs on our own custom models, purpose-built for support workflows. One model handles retrieval and ranking against your knowledge base. Another generates the reply. We route each task to the model that's best at it — so you're not stuck with one general-purpose LLM that's mediocre at everything.
It escalates. The bot returns a specific phrase ("I'll connect you with a human agent") the moment it lacks confidence, and the conversation status flips so a human picks it up. Agents always have the final say — and every correction trains the model.
Three things. (1) AI is included at every tier — not an upsell. (2) Your conversations are never sent to OpenAI or Anthropic for training. (3) Setup takes an hour, not 3 weeks. See the comparison block above for the line-by-line.
Yes. Built-in importer for Intercom (conversations, contacts, articles, companies). For Zendesk and others, contact us — we'll help with the custom import for free.
Yes. Point us at your docs URL (or paste content) and the AI starts drafting replies immediately. As your team approves or edits responses, those become "learned responses" the AI prioritizes on similar future questions.
Email (with your own domain), embeddable chat widget for your site, team chat for internal collab, and native WooCommerce sync for commerce teams. Slack and SMS in beta.
Correct. Your conversations are used to improve your workspace's model — and nothing else. They are never pooled across customers, never sold, never used to train a shared foundation model. Encrypted in transit (TLS 1.3) and at rest.
Absolutely. No contracts, no minimums. Cancel from settings — full data export available before and after.
The helpdesk built for the AI Agent era.
Free 14-day trial. No credit card. Cancel anytime. Migrate from Intercom or Zendesk in under an hour.