AI Features

Add AI-powered response suggestions, auto-categorization, and sentiment analysis to your SupDesk projects. Uses Cloudflare Workers AI (default) or BYOK (Bring Your Own Key) for your own API keys. AI features are gated by plan and tracked with usage metering.

Overview

SupDesk’s AI features help you:

Auto-categorize feedback - automatically tag bug/feature/question/praise/other
Response suggestions - draft replies based on feedback and project context
Sentiment analysis - identify positive/neutral/negative sentiment patterns

All AI tasks are tracked and metered by task, allowing overage billing at $0.01 per task when you exceed your monthly allowance.

Getting Started

Check your plan - AI features are included with Pro and Team plans
Enable AI in workspace settings - Navigate to Settings → AI to configure
Choose your provider - Use Cloudflare Workers AI (default) or connect your own API key
Select features - Enable the AI features you want to use

Provider Options

Cloudflare Workers AI (Default)

If you don’t need custom models or already have Cloudflare AI setup:

Simple pricing - $0.01 per task overages when you exceed your monthly limit

Bring Your Own Key (BYOK)

Connect your own OpenAI or Anthropic API key for:

Custom model selection - choose from your provider’s full model catalog
Better control - set your own rate limits and use existing API credits
Additional cost - your provider pricing applies to BYOK tasks (AI task tracking is not billed)

Usage & Limits

Monthly Task Allowance

Plan	Monthly Tasks	Auto-categorize	Response suggestions	Sentiment analysis	BYOK
Free	0	—	—	—	—
Pro	1,000	✓	✓	✓	✓
Team	5,000	✓	✓	✓	✓

Task Tracking

Cloudflare AI tasks are metered - counted against your monthly allowance
BYOK tasks are not metered - you track your own usage externally
Best-effort overage - when at your plan’s hard cap, overages are billed at $0.01 per task (do not block the AI task)

Usage Dashboard

Check your current usage in Workspace Settings → AI:

Total tasks used this month
Tasks remaining before overage (if on paid plan)
Progress bar showing percentage of your monthly allowance used
Rate-based overage option (hard cap vs. $0.01/task metered)

Per-Feature Guides

Auto-categorize

What it does: Automatically tags feedback as one of: bug, feature, question, praise, or other

Use case: Quickly organize your feedback backlog, identify recurring issues, and prioritize work

Output example:


{
  "category": "bug", 
  "confidence": 0.95
}

Response Suggestions

What it does: Drafts contextual reply drafts based on feedback and project context

Use case: Faster customer messaging, consistent tone across your team, reduce response time

Output example:


Thanks for sharing your feedback on [feature]! We've logged this as a bug and will prioritize it
in our next release. If you're experiencing specific issues, please let us know and we can
investigate further.

Sentiment Analysis

What it does: Analyzes feedback sentiment and provides scores and labels

Use case: Identify happy customers, spot dissatisfaction early, prioritize based on sentiment

Output example:


{
  "sentiment": "positive", 
  "score": 0.87
}

Setup Guide

Step 1: Access AI Settings

Navigate to Workspace Settings → AI in the SupDesk console. If you’re on the Free plan, you’ll see a prompt to upgrade to Pro to access AI features.

Step 2: Choose Your Provider

Select Cloudflare Workers AI (default) or BYOK:

Cloudflare Workers AI

Turn the feature toggle to “enabled”
Choose your preferred model from the dropdown:
- @cf/meta/llama-3.2-3b-instruct (default, cheapest)
- @cf/meta/llama-3.1-8b-instruct-fp8-fast (8B model, slightly more capable)
All features are enabled by default

BYOK (Bring Your Own Key)

Choose BYOK if you have your own OpenAI or Anthropic API key:

Toggle provider to “BYOK”
Enter your API key (stored encrypted)
Select your provider (OpenAI or Anthropic)
Choose your model from the dynamically loaded options

Model Discovery: When you connect a BYOK key, the system automatically fetches available models from your provider.

Step 3: Configure Features

Enable or disable individual AI features based on your needs:

Auto-categorize - Automatically categorize feedback
Response suggestions - Generate reply drafts
Sentiment analysis - Analyze sentiment and scores

Features not enabled won’t consume tasks or costs.

Step 4: Validate BYOK Connection

After entering your BYOK API key, the system will:

Test the connection to ensure the key is valid and has permissions
List available models for you to choose from
Confirm success before saving

If validation fails, the system will show an error message with suggestions.

Step 5: Monitor Usage

The AI settings page includes a usage dashboard:

Monthly usage meter - tracks tasks used this billing period
Progress bar - visual percentage of your monthly allowance used
Overage toggle - choose between hard cap (reject tasks) or metered ($0.01/task)
Real-time validation - task usage blocks prevent overage unless metered

Pricing Details

AI Task Pricing

Provider	Task cost
Cloudflare Workers AI	$0.01 per overage task
BYOK (OpenAI, Anthropic)	Your provider’s rate

Billing Model

Included tasks: Covered by your plan (Pro: 1,000 tasks, Team: 5,000 tasks)
Overage tasks: Billed per task at $0.01 when you exceed your monthly limit
Best-effort: Overage doesn’t block AI tasks, but is billed after completion
Cloudflare costs: ~$0.011 per 1,000 neurons, typically 1 task = ~1,000 neurons

Troubleshooting

AI Features Not Working

Check plan - AI features require Pro or Team plan
Verify settings - Ensure AI is enabled in workspace settings
Check usage - You may have reached your monthly task limit (see dashboard)
Provider validation - For BYOK, confirm your API key is valid and tested

Slow Response Times

AI processing typically takes 1-3 seconds
For real-time experiences, Cloudflare Workers AI is faster
BYOK response times depend on your chosen provider’s network and load

Model Issues

Vision model usage: Only used for attachments with image/PDF/video content
Text model fallback: System automatically selects the most appropriate model based on content
BYOK validation: If your model isn’t listed, ensure your API key has access to those models

API Integration

If you’re building integrations that need AI functionality:

MCP Server - The SupDesk MCP server provides AI-powered tools through AI assistants
Direct API calls - Use the REST API with your feedback data and integrate AI results into your workflow

Migration Notes

When upgrading to paid plans:

AI features become immediately available
Your monthly task allowance starts at the paid plan level
Existing Free plan users need to upgrade before AI features are accessible
No data loss when upgrading - all existing feedback remains intact

Limitations

Vision model only supports certain image formats and file types
BYOK key validation requires internet connectivity to test against provider APIs
Usage tracking only applies to Cloudflare provider - BYOK usage tracking is your responsibility
Cost control - monitor usage regularly, especially with BYOK to avoid unexpected charges