SYSTEM ONLINE
glass-desk.com [ Book Demo ]

>>> section_00 / overview

The customer-support
copilot built like
infrastructure, not
chatbot fluff.

Glassdesk drafts replies, surfaces context across every prior ticket from the same account, and keeps tone consistent across the team — so a junior agent's first reply reads like your senior CX lead wrote it. Lives inside Zendesk, Front, Help Scout and Intercom. No new inbox to learn.

book.demo --plan=technical READY

// fill in to schedule a 20-minute walkthrough — we connect a sandbox to your helpdesk live.

// no slides. work email required. b2b only.

glass-desk · live event log · prod-eu-1 STREAMING
[09:14:28] ✓ agent @maya connected · 12 active threads
[09:14:30] ✓ tone profile loaded · v23.acme · drift 0.4%
[09:14:31] ▶ ingest sweep · 1,284 historical tickets · 0.6s
[09:14:32] ▶ ticket #4892 routed → support_lead
[09:14:35] ✓ reply drafted in 1.2s · tone match 96%
[09:14:41] ▶ ticket #4893 escalated · context: 3 prior
[09:14:44] ✓ macro suggested: refund_pre_v2
[09:14:48] ▶ ticket #4894 language: de · auto-routed
[09:14:53] ✓ sentiment delta +0.32 · post-reply
$ tail -f /var/log/gd/events.log

P50 DRAFT

1.2s

TONE MATCH

96%

UPTIME 90D

99.97%

>>> section_01

How it
works.

// three steps. read-only by default. no rip-and-replace.

[ 01 ]

Connect your helpdesk · OAuth, read-only.

  • ·Zendesk, Front, Help Scout, Intercom — pick one or all four. SAML SSO supported on enterprise.
  • ·Glassdesk reads ticket history; it never writes back without explicit agent approval. There is a hard kill-switch.
  • ·Initial sweep across the last 90 days takes ~12 minutes per 100k tickets. Runs once.
[ 02 ]

Train the tone profile · supervised, ~30 min.

  • ·The system learns your team's voice from approved replies. You review the profile before it goes live.
  • ·Per-segment tones supported — e.g. enterprise warmer, self-serve more concise. Override anywhere.
  • ·Drift alerts: tone matches drop below threshold, you get a Slack ping.
[ 03 ]

Agents work the queue with drafts in line.

  • ·Each ticket opens with a draft reply already there — accept, edit, or discard. Two-keystroke flow.
  • ·Context panel pulls every prior ticket, order, and account note from the same customer in one column.
  • ·Audit log on every assistive action. Compliance teams stay happy.

>>> section_02

Capabilities,
by spec.

// no marketing fluff. each row is something you can see in the product on day one.

reply_drafting
Inline draft on every incoming ticket — grounded in the customer's full account history. P50 generation 1.2s, P95 2.4s. Falls back to retrieval-only if model latency > 3s.
context_surfacing
Pulls every prior thread, order, refund, and CSAT score from the same account into a left-rail panel. Resolves cross-channel identities (email · phone · external_id). Cited inline in every draft.
tone_consistency
Per-team tone profile learned from approved replies. Match score on every draft, drift detection across the cohort. Profile editable; nothing locked behind a vendor model.
macro_suggestions
Pattern-detects new ticket clusters and proposes draft macros. Reviewed and approved by a CX lead before they enter rotation. Every macro is versioned.
multilingual
Native draft in 23 languages. Auto-routes to the agent best matched on language + product area. Quality tracked separately per language with public scorecards.
data_residency
EU and US regions. SOC 2 Type II, GDPR, ISO 27001 in progress. Per-tenant encryption keys (BYOK on enterprise). No training on customer data — ever.

avg first-reply

2.1min ↓ 64%

tone match · cohort

96% (target ≥ 92)

tickets resolved / agent-day

+38% vs control

platform uptime · 90d

99.97%

// figures from beta deployments · sept 2025 – jan 2026 · n=4 saas teams · methodology on /docs.

>>> section_03

Q & A.

// the questions CX leads always ask in the first call.

Q:

which helpdesks do you integrate with?

A:

Native API integrations with Zendesk, Intercom, Freshdesk, HubSpot Service, Front, Help Scout, and Kustomer. All connections are read-only by default — Glassdesk drafts inside the agent's compose box, but won't write back without explicit approval. For niche desks not on that list, CSV import or scoped IMAP/email-poll is available on request and usually live in under a week.

Q:

how is PII inside customer tickets handled?

A:

Card numbers, IBAN, full names unrelated to the resolution context, and other detected PII are redacted at ingest before any model sees the body. Retention is request-specific and customer-controlled — set a window of days to years, per category, with hard deletion after expiry. EU and US regions are physically separate; ticket data does not replicate across regions, and a tenant pinned to EU stays in EU even for failover.

Q:

can it match our existing tone — not just generic 'professional'?

A:

Yes. The voice profile is built from your team's last 500 resolved tickets, not a vendor baseline, and split into separate profiles per channel (email vs in-app chat) and per persona (T1 vs T2 escalation, success vs support). Reps can override per-suggestion with a single keystroke. Drift between draft and approved reply is tracked as a percentage and surfaced in the team weekly review.

Q:

what happens to suggestions after an agent edits or rejects one?

A:

Every edit and rejection is logged with diff, agent ID, and timestamp. The signal feeds back into the per-team voice profile within 24 hours, so a phrase your senior CX lead consistently rewrites stops showing up in drafts within a day. Rejections carry an optional one-line reason that informs the next round; aggregate rejection patterns surface in the weekly review so you can see what the model is still getting wrong.

Q:

does it work for regulated industries — healthcare, finance, gov?

A:

SOC 2 Type II audit is in progress; bridge letter on request. HIPAA-readiness is handled on a separate isolated tenant for healthcare customers, with BAA available. For FinServ, on-region processing is configurable down to the model layer, and we can pin all inference to EU-hosted endpoints. FedRAMP Moderate is on the roadmap — if you have a specific framework in scope (PCI DSS, BaFin, GDPR Art. 35 DPIA, etc.) talk to us about timelines.

>>> section_04 / closing

See it on your queue.
Not a sandbox demo.

20-minute walkthrough. We connect a sandbox to a snapshot of your real tickets, draft replies live, and you compare them to what your team actually sent. If it doesn't earn a second meeting, we'll close the call early.

[ EXEC :: book demo ]

// no credit card · no slides

About

Glassdesk

Glassdesk was founded by a team that's been on both sides of the table — running CX at fast-growing SaaS companies and building infrastructure for the engineers who keep them running.

We started this because the tools we kept being sold ignored the actual work: the judgement, the context, the relationships. We wanted to build something that respects all of that and amplifies it instead of replacing it.

We're a small team based in Berlin, intentionally so. We answer our own tickets. We ship slowly and carefully. We'd rather have 100 customers who love what we do than 10,000 who barely use it.

Glassdesk Technologies GmbH · Köpenicker Straße 73, 10179 Berlin, Deutschland · [email protected]

Changelog

Glassdesk changelog

We ship continuously and post substantial changes to our changelog feed. Subscribers receive a weekly digest of new features, API changes, and quality fixes.

To subscribe to the digest, email [email protected] with subject "subscribe".

Cookies

Last updated 10 May 2026

Glassdesk keeps cookie use minimal. Here's exactly what's set:

Essential

A short-lived session cookie if you submit a form, so we can deliver the success state. Auto-deletes when you close your browser.

Analytics

We use Plausible — a privacy-friendly, EU-hosted analytics tool that doesn't store your IP, doesn't follow you around the web, and doesn't sell anything. No tracking pixels, no Facebook, no Google.

What we don't use

No advertising cookies. No cross-site trackers. No "consent management platform" — under EU GDPR / DSGVO and the German TTDSG, none of the cookies above require consent.

Opting out

If you'd rather not appear in our aggregate analytics, your browser's "Do Not Track" or any major content blocker (uBlock Origin, Brave) blocks the Plausible script entirely.

Data Processing Agreement

Last updated 10 May 2026

This summary describes how Glassdesk acts as a data processor under EU GDPR / DSGVO Article 28 when our customers entrust us with personal data. A signed Auftragsverarbeitungsvertrag (AVV / DPA) is available for any business customer on request.

Roles

You are the Verantwortlicher / controller. Glassdesk is the Auftragsverarbeiter / processor. We act on your documented instructions and don't process the data for any other purpose.

Sub-processors

We use a short list of vetted sub-processors (hosting, analytics, CRM). The current list is available on request and we'll notify you of additions with at least 30 days' notice.

International transfers

Data is processed inside the EEA by default. Where a sub-processor sits outside the EEA (e.g. a US-region option), transfers are governed by the EU Standard Contractual Clauses (SCCs, 2021/914) plus a Transfer Impact Assessment, in line with the Schrems II ruling.

Security

Encryption in transit (TLS 1.2+) and at rest. Access on a strict least-privilege basis with audit logging. Annual penetration testing. SOC 2 Type II in progress; happy to share the bridge letter.

Data location

EU (Frankfurt) and US data-residency options are available. Default for new customers is EU-only.

Breach notification

We notify you within 24 hours of a confirmed material breach affecting your data, with the information required for your Article 33 disclosure to the BlnBDI or your lead supervisory authority.

Sub-processor + DPA contact

[email protected]

Impressum

Angaben gemäß § 5 TMG

Anbieter

Glassdesk Technologies GmbH
Köpenicker Straße 73
10179 Berlin
Deutschland

Kontakt

Telefon: +49 30 420 28 56
E-Mail: [email protected]
Datenschutz: [email protected]

Vertretungsberechtigte Geschäftsführung

[Geschäftsführer]

Registereintrag

Eintragung im Handelsregister
Registergericht: Amtsgericht Berlin-Charlottenburg
Registernummer: HRB 248720 B

Umsatzsteuer-ID

Umsatzsteuer-Identifikationsnummer gemäß § 27 a UStG: DE329841756

Verantwortlich für den Inhalt nach § 55 Abs. 2 RStV

[Geschäftsführer]
Glassdesk Technologies GmbH
Köpenicker Straße 73, 10179 Berlin

EU-Streitschlichtung

Die Europäische Kommission stellt eine Plattform zur Online-Streitbeilegung (OS) bereit: https://ec.europa.eu/consumers/odr/. Wir sind nicht bereit oder verpflichtet, an Streitbeilegungsverfahren vor einer Verbraucherschlichtungsstelle teilzunehmen.

Haftung für Inhalte

Als Diensteanbieter sind wir gemäß § 7 Abs. 1 TMG für eigene Inhalte auf diesen Seiten nach den allgemeinen Gesetzen verantwortlich. Nach §§ 8 bis 10 TMG sind wir als Diensteanbieter jedoch nicht verpflichtet, übermittelte oder gespeicherte fremde Informationen zu überwachen.

Privacy policy

Last updated 10 May 2026

Glassdesk ("we", "our") collects only the information needed to deliver and follow up on the demos, walkthroughs, and product communications you request from us. The controller (Verantwortlicher) under EU GDPR / DSGVO is Glassdesk Technologies GmbH.

What we collect

  • Identity & contact — name, work email, company, optional role/team-size
  • Technical context — IP address, user agent, the page you submitted from
  • Source — UTM parameters and referrer when you arrive via a link

Legal basis (Art. 6 DSGVO)

  • Art. 6(1)(b) — performance of pre-contractual measures at your request (the demo you booked)
  • Art. 6(1)(f) — our legitimate interest in product improvement and B2B sales follow-up
  • Art. 6(1)(c) — compliance with German tax and commercial record-keeping obligations

Why we collect it

  • To schedule your demo and respond to your question
  • To improve the product based on aggregated, de-identified usage
  • To meet our legal record-keeping obligations under §147 AO and §257 HGB

Who we share it with

We do not sell your data. We use a small number of vetted processors (cloud hosting, analytics, our CRM) under Article 28 DSGVO data-processing agreements. A current sub-processor list is available on request.

How long we keep it

Active prospect records: up to 24 months from your last interaction. Records required for German tax or commercial-code reasons (§147 AO / §257 HGB): up to 10 years.

Your rights (Art. 15–22 DSGVO)

You have the right to access, rectification, erasure, restriction of processing, data portability, and objection at any time, plus the right to withdraw consent where processing is consent-based. Email [email protected] and we'll action within 30 days.

Right to lodge a complaint

You have the right to lodge a complaint with a supervisory authority. Our lead supervisory authority is the Berliner Beauftragte für Datenschutz und Informationsfreiheit (BlnBDI), Friedrichstr. 219, 10969 Berlin — datenschutz-berlin.de.

Glassdesk Technologies GmbH · Sitz Berlin · Amtsgericht Berlin-Charlottenburg, HRB 248720 B · USt-IdNr. DE329841756 · Köpenicker Straße 73, 10179 Berlin, Deutschland

Security

Security at Glassdesk

Posture

  • SOC 2 Type II audit in progress; bridge letter available on request
  • Annual third-party penetration testing
  • EU GDPR / DSGVO compliant; AVV (DPA) available on request
  • ISO 27001 in progress; aligned to BSI IT-Grundschutz baselines

Data handling

  • TLS 1.2+ in transit, AES-256 at rest
  • EU (Frankfurt) and US data-residency options; default EU-only for new customers
  • Strict least-privilege access with full audit logs
  • No production data in development or analytics environments

Reporting a vulnerability

Please email [email protected] (or [email protected] for data-protection issues) with details. We acknowledge within 24 hours, triage within 72, and credit you in the hall of fame on disclosure.

Terms of service

Last updated 10 May 2026

By using the Glassdesk website or product you agree to these terms. If you don't, please don't use the service.

The service

Glassdesk provides software and information about that software. We do our best to keep it available and accurate; we don't promise it will be flawless.

Acceptable use

  • You won't use the service to break any law, infringe anyone's rights, or attempt to compromise the system
  • You won't reverse-engineer, scrape, or attempt to extract underlying models or training data
  • You're responsible for the accuracy and lawfulness of any data you put into the system

Intellectual property

What's yours stays yours. Glassdesk doesn't claim rights over the data, content, or output you generate using the service.

Liability

Our total liability for any claim is limited to the fees you've paid us in the previous 12 months. We're not liable for indirect, incidental, or consequential damages.

Termination

Either of us can end the relationship at any time. We'll honour any prepaid commitments and help you export your data on request.

Governing law

These terms are governed by deutsches Recht (German law), excluding the UN Convention on Contracts for the International Sale of Goods. Exclusive place of jurisdiction for disputes with merchants (Kaufleute) is Berlin.

Glassdesk Technologies GmbH · Köpenicker Straße 73, 10179 Berlin · Amtsgericht Berlin-Charlottenburg, HRB 248720 B · Contact: [email protected]