Hypatia holding a tablet in a bright ancient library beside a glass conversation symbol

A solution for online services

JediDesk for online services

“What should I do next?” — help your user keep going.

Try for freeExplore the scenarios

The user's question · your knowledge base · your team's help

Someone opens your service but gets stuck on an unfamiliar feature or message. JediDesk explains the next step using your knowledge base, clarifies the question and passes complex enquiries to support with the conversation history. The user gets clear guidance, and your team starts helping with the context already in place.

Hypatia meets modern support. An artistic AI concept, not a photograph of the EasyBase team or interface.

For online services, professional databases and SaaS productsUpdated

Support when the question arises

Your user came for a result. Help them find the way.

Even a useful product needs explanation. When someone does not understand a feature or cannot find a record, they need help that fits their situation.

Make the first step clear

A new user needs a short guide for their task, rather than a list of everything the product can do.

One question, different contexts

“I can't find the property” might concern a link, search parameters or a specific record. Start by clarifying the details.

Explanations recur

Your team explains again where a feature is and how to use it. That knowledge can be prepared for the assistant.

Complex issues need your team

Personal access issues or unusual errors need to reach a specialist with the description and details already collected.

Before automation

Where a user's question becomes a pause in their work

The guide exists, but people cannot find it

People search help sections and chats for an answer instead of continuing their task.

“It doesn't work” without details

Support has to ask separately what the user wanted to do, which record they opened and what they saw.

Handover restarts the conversation

When context is lost, the user explains the situation again to another specialist.

Repeated explanations take your team's attention

Routine feature questions arrive alongside cases that need investigation and a decision from support.

Automation use cases

Five ways to help your user move forward

Start with your materials and real enquiries. The assistant explains verified information, clarifies what is unknown and brings in your team under agreed rules.

01

Guide the first step in your service

“I've just signed in. Where do I start?”

JediDesk clarifies the person's task and finds relevant material in the knowledge base. It explains the sequence of steps and links to a guide when your prepared materials include one.

Help from your knowledge base

The user understands which action to take next.

02

Explain a specific feature

“How do I find the record I need?”

AI answers using your product's documented logic: where to find the feature and which parameters to use. If the guide is insufficient, it clarifies the situation and passes it to a specialist.

Explain your service's capabilities

The explanation relates to the person's current task.

03

Gather details of a technical problem

“The page opened, but I can't continue.”

The assistant clarifies the intended action, the on-screen message and a link or record ID if your team needs them. It prepares context for support; the responsible specialist investigates the cause and makes the fix.

Clarify and hand over a question

Support receives a specific description instead of a general “It doesn't work.”

04

Identify which property the user means

“I can't see this property in your database.”

In a professional database workflow, AI asks for a link, ID or property parameters. At EasyBase, the team receives these details for further investigation. Sending a link does not itself mean that a record has been imported or changed.

Clarify an enquiry and pass it to support

Your team sees exactly which property needs checking.

05

Hand over a personal access question

“I can't sign in to my account.”

JediDesk clarifies the problem and passes the question to your team, which verifies identity and access permissions. The assistant does not ask for a password or one-time code and does not promise to restore the account automatically.

AI and your support team

The user has a clear route to the responsible team.

How the solution works

From the first question to an answer or a specialist's help

Four steps connect knowledge of your product with your support team's work. Each clarification helps choose the next action.

  1. 01

    The user describes their task

    They explain what they want to do and where they got stuck.

  2. 02

    AI clarifies the context

    It gathers the description, link or ID needed for this question.

  3. 03

    It explains from the knowledge base

    It provides a prepared guide when your materials contain the answer.

  4. 04

    It passes complex issues to support

    A specialist continues with the history and details already collected.

The user's taskEnquiry contextYour knowledge baseYour support team

Capability map

How JediDesk helps online service users

Six areas of help around your product. Knowledge explains what is known; your team investigates complex issues.

The user asks about a feature, record or difficulty with their work

Hypatia with a tablet and a glass conversation symbol — an artistic image of the assistant
JediDesk AIThe question, the knowledge and the next step

  • First steps

    Explains how to start the required action.

    Source: Product guides

  • Service features

    Helps users understand a documented capability.

    Source: Your knowledge base

  • Problem details

    Clarifies the task and message.

    Source: User responses

  • Links and IDs

    Collects context for a specific record.

    Source: Enquiry information

  • Personal questions

    Routes them to your team for verification.

    Source: Access rules

  • Handover to support

    Preserves the history and details already collected.

    Source: Agreed routing

The user knows the next step. Support receives a meaningful enquiry.

Illustrative workflow. Answers are based on prepared materials; your team checks personal access and unusual problems.

Channels and integrations

Product knowledge in the conversation where help is needed

EasyBase supports users through Telegram and Viber. For your product, channels and answer sources can be agreed around the way people usually ask for help.

Telegram

A confirmed EasyBase channel for service users' questions.

About the channel

Viber

A confirmed EasyBase channel for advice, clarification and handover to the team.

About the channel

Website chat

A possible channel for your project to help users as they get to know the service.

About the channel

Your service's knowledge base

Guides, feature explanations and support rules become the source of answers. Prepare current materials and define how your team will update them when the product changes.

How to connect

Data sources and handover rules

If data from your system is needed, the feasibility and scope of the integration are agreed separately. Personal questions require access checks; a submitted link or ID does not grant automatic access.

How to connect
Hypatia with a tablet handing context to a modern support specialist in a bright library
An artistic metaphor for knowledge and human support. Not a photograph of EasyBase employees or their workplace.

Example conversations

A brief clarification makes help specific

Two hypothetical conversations show the support approach. They are workflow examples, not actual messages from EasyBase users.

  1. 01The user's task
  2. 02Knowledge-based explanations
  3. 03Support with context

Find the context behind a question

A professional database's messaging channel
  1. User

    I can't find the property I need.

  2. JediDesk AI

    Could you clarify: do you have a link or property ID? Alternatively, describe its main parameters.

  3. User

    I have a link to the listing. I'll send it.

  4. JediDesk AI

    Thank you. I'll pass the link and your question to the team so they can check this property.

The submitted link is context for support. This conversation does not confirm that a record was added or changed.

Your team understands which property the user means.

Help with an access question

An online service's chat
  1. User

    I can't sign in to my account.

  2. JediDesk AI

    What exactly do you see after trying to sign in? Please describe the message. You don't need to send passwords or one-time codes.

  3. User

    It says access is restricted.

  4. JediDesk AI

    I'm passing the description to support. The team will check your access using the service's procedure and help with the next step.

Your team verifies identity and permissions. The assistant does not change access in this workflow.

Support receives the specific message and enquiry history.

Results and benefits

A clear step for your user. A meaningful enquiry for your team.

Assess support using your own conversations: is the guide clear, are the necessary details collected, and does the question reach a specialist at the right time?

The person sees their next action

The answer explains how to continue the task using your product's materials.

Knowledge works in the conversation

Prepared guides help answer recurring questions.

Complex enquiries come with details

The description, links and clarifications stay with the question's context.

Your team continues the conversation

The specialist sees the history and understands what the user has already shared.

Customer experience

How businesses use JediDesk

About EasyBase

EasyBase: helping users of a professional property database

Official EasyBase visual from the case materials. An example of clarifying requests and passing them to the team.

At EasyBase, JediDesk AI answers through Telegram and Viber, explains the service using its knowledge base and clarifies enquiry details: links, IDs and property parameters. Complex or personal questions reach the team with the conversation history. This page draws on that example of support for online service users.

  • Routine explanations are based on prepared knowledge about the service.
  • Support receives complex questions with context.

Built around your process

Build help around your user's tasks

Answers have a source

Your materials define the explanations. Keep guides up to date after product updates.

AI with your knowledge base

Channels that fit your support journey

Connect the channel your users contact you through. Start with one topic and check the quality of the conversation.

Support in Telegram

Your team controls complex questions

Define when a specialist is needed and which details are sufficient for handover. Personal access remains subject to the service's procedure.

Handover to a person with context

Launching the solution

Start with a question support hears every day

Choose one common topic — the first step, finding a record or explaining a feature. Check the quality of help before expanding the workflow.

  1. 1

    Collect real questions

    Choose recurring enquiries and define the outcome: a guide, clarification or handover to support.

  2. 2

    Prepare the knowledge base

    Add current explanations and links. Resolve contradictions and assign someone to keep the information up to date.

  3. 3

    Agree boundaries and routing

    Define the required enquiry details, rules for checking personal questions and the point where a specialist joins.

  4. 4

    Walk through test conversations

    Check an incomplete question, an unfamiliar feature, a missing guide and handover of a complex case to your team.

AI setup guide

Before you start

Frequently asked questions

About the knowledge base, user support, personal access and launching your first workflow.

Which online services is JediDesk suitable for?

For products where users need explanations, guides and help with their work: professional databases, SaaS and other online services. Start with topics that have current materials and a clear route to support. EasyBase on this page is a confirmed example of a professional property database. The capabilities of a particular project depend on the prepared knowledge and configured channels.

Where does AI get product guides and answers?

The source is the knowledge base you prepare for the assistant: feature explanations, guides and support rules. Your team needs to update these materials when the product changes and resolve contradictions. If the knowledge does not support an answer, clarify the question or pass it to a specialist. Connecting separate data from your system is agreed as an additional integration workflow.

Can the assistant fix technical errors on its own?

In this page's workflows, the assistant explains known steps from a guide, collects a problem description and passes complex questions to support. It is not presented as a tool for automatically fixing code or changing service settings. A specialist investigates the cause. Before launch, define which information your team needs: the intended action, on-screen message, link or record ID.

How are personal account and access questions handled?

The assistant can clarify the problem and pass it to your team with the conversation history. The user's identity and permissions are checked using your service's procedure. Passwords and one-time codes do not need to be sent in chat. A link, record reference or user message alone does not grant access to personal data. Automatic access restoration or changes are not offered in these workflows.

Can the bot change a plan or issue a refund?

This page describes information support, clarification and enquiry handover. Plan changes, subscription cancellations, taking payments and issuing refunds are not offered by the workflows shown here and are not demonstrated by the EasyBase case study. Questions about terms can be answered using agreed materials. Individual payment cases need to be handled by the responsible team under the service's rules.

How do we check that support is ready to launch?

Choose one common topic and prepare current materials. Walk through routine questions, incomplete wording, requests with no answer in the knowledge base and cases involving personal access. Check that the guide is clear, the assistant does not invent features and complex questions reach your team with the history. Expand topics after reviewing real conversations, and assign someone to keep the knowledge up to date.

Other industries

Find your next use case

The next step — your questions

Turn a common question into clear help

Prepare one knowledge base topic and test it in a conversation. See how the user receives an explanation while support gets a complex enquiry with the details it needs.

Try for freeSign up

The free trial lasts 14 days. The knowledge base and integrations are configured separately.

  • Knowledge of your product
  • Clear next steps
  • Your team for complex cases
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