Black Friday 2026Shadow before peak

Run it in shadow mode now. Trust it by Black Friday.

Nobody switches on an untested AI in the middle of peak week. Glassdesk drafts replies to your real tickets without sending a single one, so you read two weeks of what it would have said before a customer ever sees it. Start by 30 October and you decide with evidence, not a demo.

Start my flat-rate trial → $0 due today14-day trial, card required, cancel anytime
–DAYS
–HRS
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until Fri 30 October, the last start date that leaves two weeks of shadow drafts before peak

Works with
  • Gorgias App Store
  • Freshdesk Freshworks Marketplace
  • Shopify order connection
  • Shopify App Storein review
Why October, not January

Test it while a wrong draft costs nothing.

Two things are true every November. Ticket volume triples for a week, mostly “where is my order”, returns and the same five policy questions. And any tool priced per resolution bills hardest in exactly that week, because it charges you for working. So test the AI on real tickets in October and go into peak already knowing what it does with your customers.

01 · Cites

Every draft shows its sources

The help-centre passages it used, identified, and a confidence score from 0 to 1. A wrong draft traces back to a thin article you can fix, not a model you have to guess about.

02 · Escalates

Low confidence goes to a human

One threshold per store, plus a list of categories that always escalate whatever the score: refund exceptions, legal, abusive messages, clearly frustrated customers. It never guesses. That is why the published deflection rate is 65%, not 90.

03 · Orders

“Where is my order?” from the real order

The peak-week ticket a help centre cannot answer. Connect Shopify, read-only, and drafts cite the actual order: payment status, fulfilment, tracking number, carrier link. Found by order number or the customer’s email. Live since July 2026. How it works.

The two-week plan

Fourteen days of drafts, then a decision.

Day 0 · one afternoon

Install and point it at your help centre

Install on Gorgias or connect Freshdesk, paste your public help-centre URL, and Glassdesk crawls it into citable chunks. Before anything goes live it runs its published eval suite against your content so you see an accuracy score first. Optionally connect Shopify for real order-status answers.

Days 1 to 7 · read

Every ticket gets a private draft, with sources

Each draft lands as an internal note on the ticket, with the help-centre passages it cited and its confidence score. Read the escalations first. They are the most useful output, because each one names why it refused to answer.

Days 8 to 13 · tune

Set the gate and the always-escalate list

One confidence threshold per store, plus the categories that always go to a human. Refund exceptions, legal, anything touching money: a two-minute setup. Fix the help-centre articles the citations show are thin. That is usually where wrong drafts come from.

Day 14 · decide

Flip auto-send, or keep it in shadow through peak

If the drafts are good, switch auto-send on before the freeze and let it answer Tier-1 while your team handles the rest. If you want more evidence, leave it in shadow mode through Black Friday and decide in January with peak-week data nobody else will have.

Setup by help desk

No engineers. One afternoon.

Gorgias

Install from the Gorgias App Store

  1. In Gorgias, open Settings → Apps → App store and install Glassdesk.
  2. Gorgias shows exactly which permissions you grant and makes the connection. You never paste an API key.
  3. Paste your help-centre URL in Glassdesk. Shadow mode is already on.
How the Gorgias integration works →
Freshdesk · early access

Connect in a few minutes

  1. Enter your Freshdesk subdomain and API key on the connect page.
  2. Add the two automation rules the page gives you to paste.
  3. Paste your help-centre URL. Drafts appear as private notes on new tickets.
Freshdesk setup, step by step →
Shopify · optional

Real order status, read-only

  1. From the Glassdesk dashboard, click Connect Shopify and approve on Shopify’s own screen.
  2. “Where is my order” drafts then cite the real order: fulfilment status, carrier and tracking link.
  3. Read-only. Disconnect any time and access ends immediately.
A standalone Glassdesk app is submitted to the Shopify App Store and in review. Nothing here depends on it; the order connection works today. Details on the Shopify page.

Your help centre only needs to be publicly reachable. Gorgias help centres, Shopify pages and policy URLs, Zendesk-hosted centres and custom sites all crawl. A help centre rendered entirely by a JavaScript widget crawls badly; if yours is one of those, email us the URL first and we will tell you before you spend any time on a trial.

What peak week costs

One flat price. The busy week costs the same.

No per-ticket or per-resolution fee, so the week your volume triples costs the same as the week before it. Most of this category charges $0.90 to $1.50 per resolution, a bill that grows with your best week. Put your November volume into the calculator.

Starter

–/mo

  • Up to 250 AI resolutions a month, then a hard cap and an upgrade prompt, never a surprise bill
  • Draft and auto-send reply modes
  • One knowledge-base source
  • Transparency panel on every answer
Start my flat-rate trial →

Growth

Most popular
–/mo

  • Up to 1,000 AI resolutions a month, hard cap, no overage
  • Everything in Starter
  • Multiple knowledge-base sources
  • Eval-before-live accuracy report and shadow-mode rollout controls
Start my flat-rate trial →

Scale

–/mo

  • 3,000 AI resolutions a month included
  • Then – per resolution, disclosed here, not discovered on an invoice
  • Everything in Growth
  • Multi-brand support, analytics export, priority support
Start my flat-rate trial →
First ten stores: 50% off forever with FOUNDING10, in exchange for honest feedback. Ten seats, then the code stops working.
14-day trial · $0 today

Questions stores ask before peak

Does shadow mode send anything to my customers?
No. The draft is a private internal note on the ticket, with the passages it cited and its confidence score. Your team sees it; the customer never does. It stays that way until you switch auto-send on yourself.
Why is 30 October the last useful start date?
Shadow mode needs about two weeks of real tickets before you can judge it, and most stores stop changing support tooling a couple of weeks before 27 November. Start by 30 October and you have read two weeks of drafts with time to spare. Start later and you can still run shadow mode through peak and decide in January.
Does the price go up in November?
No. Glassdesk is a flat monthly price: $79, $199 or $449 depending on the plan, with no per-ticket or per-resolution fee. The Scale plan has one disclosed overage, $0.15 per resolution past 3,000 a month. Starter and Growth have a hard cap and an upgrade prompt instead.
What happens to tickets it is not sure about?
They go to a human with the reason attached. Anything under your store’s confidence threshold escalates instead of guessing. Refund exceptions, legal threats, safety issues, abusive messages and clearly frustrated customers escalate whatever the score says. Escalating correctly is the feature; it is why our published deflection rate is 65%, measured on our own seeded suite, rather than a number designed to impress.
Can I set a different threshold for different ticket types?
Not yet. Today it is one threshold per store plus the always-escalate list, which covers most of what people want the per-tag version for. If you have a specific split in mind, tell us; it is the kind of thing that decides what gets built next.
Do I need an engineer?
No. Gorgias installs from its App Store with no API key. Freshdesk is a subdomain, an API key and two automation rules. Most stores are in shadow mode the same afternoon.
Shadow mode is on by default

Two weeks of drafts beats any demo

Install today, read what it would have said on your real tickets, and go into Black Friday knowing. Flat price, nothing sent until you say so.

Start my flat-rate trial → 14-day trial, card required, cancel anytime. Shadow mode is on from the first minute.