How AI drafts replies from past tickets
These tools read a new ticket, look up similar tickets your team has already solved, and write a draft reply that reuses what worked. An agent then checks it and sends it. It differs from an AI agent that answers customers alone: the draft waits for a person, and its source is your team’s past replies, not only your help articles. That matters because many answers live only in past replies and never get written up.
We checked each vendor’s documentation and pricing on 29 and 30 October 2026. We make Supahelp, which is on this list.
| Tool | What it drafts from | Price |
|---|---|---|
| Freshdesk Reply Suggester | Solution articles, similar resolved tickets, canned responses | Freddy AI Copilot, $29/agent/mo on Pro and up |
| Zendesk auto assist | Procedures, help center articles, similar solved tickets | Copilot add-on, $50/agent/mo |
| Help Scout AI Drafts | Past conversations and Docs articles | Unlimited on Plus, $45/user/mo |
| Teamwork Desk | Help docs, similar resolved tickets and ticket history | Not checked |
| Supahelp (Supa) | The request, your knowledge base and similar past requests | Included on Essential, $64/mo billed annually |
| ReplyScout (for Help Scout) | Context from 10+ sources, including 6 months of recent history | $150/mo for 500 conversations |
| eesel | Past tickets and connected docs | From $299/mo; free trial credits |
| Arlo | Your docs and past resolutions, in Slack, WhatsApp or iMessage | Not listed on the page we checked |
The eight tools
- Freshdesk Reply Suggester writes a draft as ghost text in the reply editor and cites the articles and tickets it used. It needs Freddy AI Copilot on Pro or Enterprise, and Freshdesk says the improved version is in early access.
- Zendesk auto assist suggests replies and actions from your procedures, help center and similar solved tickets. Agents approve each one before it reaches the customer. It is part of the $50-per-agent Copilot add-on.
- Help Scout AI Drafts learns from previous conversations and Docs articles. It is unlimited on the Plus plan.
- Teamwork Desk drafts replies on request from help docs, similar resolved tickets and the ticket’s own history.
- Supahelp: Supa, the built-in AI agent, drafts email replies to support requests from the request itself, your knowledge base and similar past requests it finds in the workspace. Each draft is a proposal that a teammate approves before it is sent. It is included in Essential with 5,000 AI credits a month.
- ReplyScout is an add-on for Help Scout that drafts every incoming conversation for review and learns from your team’s edits. It indexes the last six months of history on its entry plan.
- eesel connects to your help desk and docs, learns from your ticket history and drafts responses. It works with Zendesk and other tools.
- Arlo drafts replies in Slack, WhatsApp or iMessage from your docs and past resolutions and waits for a person before sending.
What to check before you choose
- How far back it reads. Some tools index only recent months. Recent history is usually more accurate than a large, outdated archive.
- Whether it shows its sources. A draft that links the tickets and articles it used is much faster to check.
- Who sends. Draft-only tools leave sending to the agent. Others can send once approved, or on their own, depending on your settings.
- What gets learned. A past reply that was wrong will be repeated. Clean up or tag bad answers, and turn good repeated replies into help articles.
For the approval side of this, see AI help desks that require human approval. For the cost, see cost per AI answer.