overview
Most helpdesk queues are full of the same questions, asked over and over. Research shows helpdesk agents spend up to 70% of their time on low-value, repetitive work — questions that have documented answers your organization already wrote down somewhere. deskcite handles those automatically, so your team can focus on the work that genuinely needs human judgment.
deskcite reads your existing documentation — IT policies, system guides, onboarding materials — and builds an AI agent that answers routine requests the moment they arrive. It integrates directly into your existing ticketing system. No workflow changes. No new tools for your team to learn. Just fewer tickets in the queue, and more time for the work that matters.
70%
of agent time spent on low-value, repetitive work†
<1s
average response time for auto-answered tickets, 24 hours a day
100% yours
your data, your models, your infrastructure — completely under your control
† GB-Advisors, IT Service Desk Benchmarks
your data. your models. your rules.
deskcite is designed around a principle we hold firmly: you should have complete, unconditional control over your organization's data and AI. That means:
- Nothing leaves your network — not your tickets, not your documents, not your users' queries
- No data is ever shared with OpenAI, AWS, Google, or any third-party AI or cloud provider
- The AI model we train on your content belongs to you — fully, permanently, with no strings attached
- You can inspect, pause, modify, or shut down the system at any time
- Every answer cites its source — you can trace exactly why the AI said what it said
- If you later choose to deploy to cloud infrastructure, that is your choice to make
see it in action
A user submits a ticket. deskcite reads it, finds the answer in your documentation, and responds — before a staff member opens the queue.
TICKET #4821 · submitted 9:03 AM
Subject: How do I request VPN access for a new remote employee?
────────────────────────────────────────────────────
DESKCITE RESPONSE · 9:03 AM (+0.4s) · confidence: 96%
VPN access for new employees is requested through the IT portal under Remote Access › New User Request. Your manager will receive an approval email; access is typically provisioned within one business day. Step-by-step instructions are in the Remote Work Setup Guide, Section 3.
────────────────────────────────────────────────────
SOURCE: Remote Work Setup Guide, Section 3 · last updated 2026-08-14
STATUS: auto-resolved · STAFF INVOLVEMENT: none
works with your existing stack
deskcite connects to the ticketing systems your team already uses. New tickets are automatically routed through the AI before staff sees them; escalations land back in the same queue they would have otherwise.
how it works
1 — connect your knowledge base
We start with what you already have: IT policies, system documentation, onboarding guides, HR handbooks, past resolved tickets. Any combination of PDFs, Word documents, web pages, or plain text files.
No data scientists, no manual tagging, no spreadsheets of Q&A pairs. You point us at your documentation; we handle the rest. Your files are processed entirely on your hardware and never leave your network.
SOURCES IMPORTED (example)
IT Policy Manual (PDF) · 847 topics covered
Software Request Guide (Word) · 312 topics covered
New Employee Onboarding (HTML) · 198 topics covered
Historical resolved tickets · 1,240 examples learned
2 — the AI learns your content, privately
deskcite trains a private AI model exclusively on your documentation. Unlike general-purpose chatbots connected to external services, this model never calls out to the internet and never shares your data with a third party. It is trained, stored, and run entirely within your own infrastructure.
The result is an AI that speaks your organization's language — your specific systems, your specific policies, your specific terminology. It answers the way your best helpdesk agent would, and it cites its source every time so you can verify and audit every response.
Training typically completes in hours. As your documentation changes, the model can be updated incrementally — no need to start over.
3 — connect to your ticketing system
deskcite integrates with Request Tracker, and any system that supports webhooks or REST APIs. New tickets are automatically reviewed by the AI the moment they arrive.
You set the confidence threshold. Your team stays in control of what gets auto-answered and what gets escalated. No answer goes out that you haven't authorized the system to give.
TICKET ROUTING — EXAMPLE THRESHOLDS
Confidence > 90% → auto-answer and resolve
Confidence 70–90% → draft sent to staff for one-click approval
Confidence < 70% → route to staff with relevant context attached
Sensitive keywords → always escalate to staff, no exceptions
4 — augments your team, doesn't replace them
deskcite is not here to eliminate helpdesk roles. It is here to eliminate the part of the job nobody signed up for: answering the same basic question for the hundredth time. Your team's expertise, judgment, and relationships are the things that keep an organization running — those are irreplaceable.
What deskcite changes is the ratio. Instead of spending the majority of the week on password resets and access requests, your staff spends that time on complex issues, proactive improvements, and the work that actually requires a human mind. The AI handles the queue; your people handle the hard stuff.
A named person on your team remains responsible for the system at all times. They can pause it, inspect it, adjust thresholds, override any answer, and retrain it when policies change. The AI is a tool — a powerful one — and your team is always the one holding it.
services
We offer three engagement tiers. BUILD gets your knowledge base up and running. GROW keeps it accurate and improving. CUSTOM goes deeper — integration work, knowledge base quality consulting, and staff training on responsible AI.
build
We handle everything from documentation audit to a live, ticket-answering agent connected to your helpdesk. Most deployments are running within 30 days of kick-off.
- Documentation audit & gap analysis
- Knowledge base import & setup
- AI model trained on your content
- RT / ticketing integration
- Confidence threshold configuration
- Staff handoff & walkthrough
- 90 days post-launch support
$7,850 one time
get started →grow
Your documentation changes. Your policies update. New systems get deployed. GROW keeps your HelpDesk agent current so deflection rates stay high and answers stay accurate.
- Automated and hands on support
- Monthly retraining on new content
- Documentation updates & re-indexing
- Escalation threshold tuning
- Quarterly deflection & accuracy report
- SLA-backed support response
- Priority support channel
- Coverage gap recommendations
$2,450/mo
get started →custom
For organizations with unique requirements, deeper integration needs, or a commitment to building lasting internal AI capability. CUSTOM engagements are collaborative: we work alongside your teams, not just for them.
INTEGRATIONS
- Custom connectors for internal systems (Confluence, SharePoint, ServiceNow, and others)
- Custom escalation rules and workflow logic
- Integration with internal identity and access systems
- Multi-queue and multi-team routing
KNOWLEDGE & TRAINING
- Knowledge base quality workshops with your subject matter experts
- Documentation gap analysis and remediation guidance
- Staff training on responsible AI use and oversight
- Establishing internal AI governance practices aligned with Humane Computing principles
CUSTOM engagements are scoped per project. Ongoing support is included or available as a GROW add-on.
talk to us about custom →what to expect
| time to live | Most customers are live within 30 days of BUILD kick-off |
| ticket deflection | Typically 50–70% of routine tickets handled without staff involvement |
| staff impact | Fewer repetitive tickets; agents focus on complex and relationship-driven work |
| data privacy | Everything runs on your hardware; no ticket data touches any cloud service |
| accountability | A named person on your team owns and can override the system at any time |
| escalation | Anything outside the knowledge base, or flagged sensitive, goes straight to staff |
hardware
deskcite runs entirely on your own infrastructure. There are no recurring cloud fees, no API costs per query, and no third-party services handling your internal ticket data. Choose your own hardware or purchase a fully configured appliance.
BYO hardware — minimum recommended
| processor | AMD Ryzen AI Max+ 395 |
| memory | 64 GB |
| example | Framework Desktop |
The Ryzen AI Max+ 395 is a desktop-class processor with integrated AI acceleration — no separate GPU required. Its unified memory is shared between the processor and graphics hardware, giving the AI models the headroom they need to run efficiently side-by-side.
This configuration handles hundreds of ticket lookups per day with room to spare. For higher-volume deployments, we will spec the right hardware for your workload.
server appliance $24,000
Order a fully assembled, configured, and tested server. deskcite is pre-installed before it ships. Place it on a desk or slide it into a rack — plug it in and you're running.
- AMD Ryzen AI Max+ 395 · 128 GB RAM
- deskcite pre-installed and ready to connect
- Database configured and tuned for your workload
- 1 full year of BUILD + GROW support included
- Remote onboarding & integration assistance
- Hardware warranty
The appliance price includes the first year of support. After year one, ongoing GROW tier pricing applies.
order an appliance →contact
get in touch
Whether you want a demo, a BUILD quote, or to talk through whether deskcite is the right fit for your helpdesk — we're happy to have that conversation.
| hello@deskcite.com | |
| web | deskcite.com |
We typically respond within one business day.
good fit checklist
deskcite works well for organizations that:
- Have an IT helpdesk receiving 50 or more tickets per week
- Have documented policies, guides, or procedures in any format
- Use Request Tracker, or a webhook-capable system
- Want ticket data to stay on-premise for security or compliance reasons
- Want to reduce first-response time without adding headcount
- Believe AI should augment their staff, not sideline them
our commitments
We build deskcite to the Humane Computing standard. That means the systems we build for you are understandable, traceable, and accountable to your team — not to us, not to a cloud provider, and not to the AI models themselves.
- You own your data, your models, and your infrastructure — unconditionally
- No data ever leaves your premises without your explicit decision to move it
- Every answer the AI gives is traceable to a specific source document
- A named person on your team is always responsible for the system
- We will train your team to understand, oversee, and govern the AI responsibly
about
deskcite is designed and built by David J. Goehrig. The software is written in Erlang/OTP and runs entirely on-premise. All AI models run locally — no data leaves your network.
© 2026 David J. Goehrig