For Operators

AI Assistant

The AI assistant helps you answer tickets: it drafts replies, rewrites your text, and suggests a department and tags.

“AI Suggest” and the AI items in the ticket menu appear only if AI is enabled on the platform and a project admin has entered an AI provider key in Settings → AI Integration. The AI button in the reply field is always there, but without a key its menu says no AI provider is configured, and the actions don't run. If buttons are missing, contact your admin.

“AI Suggest” — reply draft

The “AI Suggest” button above the reply field asks the AI for a draft. The text appears right in the reply field — edit it and send it as usual. The AI takes into account:

the last 20 messages of the ticket;
published knowledge base articles, public and internal alike — searched by meaning, or by keywords if the provider doesn't support embeddings;
short question-and-solution digests of similar closed tickets (the AI saves them when a ticket is closed);
examples of your replies, if an admin turned on “Style Learning” and there are enough of them.

There's no “AI Suggest” button if “AI Reply Suggestion” is turned off in the AI settings or isn't included in the project's plan.

AI edits to your draft

The ✨ AI button in the bottom bar of the reply field opens a list of actions. The formatting bar has the same AI button; it appears when you select text in the reply field or right-click it. An action applies to the whole draft and replaces it with the result (formatting isn't kept):

“Expand” — adds specifics and steps;
“Make shorter” — down to 1–2 sentences: the gist and the next step;
“Rephrase” — polishes grammar and wording, keeping the tone;
“My tone of voice” — a neutral, polite support tone;
“More friendly” and “More formal” — a warm tone or a strict business one;
“Soften the tone” — removes harshness, keeps the meaning;
“Fix grammar & spelling” — spelling and punctuation only;
“Translate…” — translates Russian text into English, and text in other languages into Russian.

AI actions in the ticket menu

The “⋯” menu in the ticket header has two AI items. They're available in your own and unassigned tickets (and in any ticket for owners and admins):

“AI routing” — suggests a suitable department from the ticket's first messages. The “Transfer” button moves the ticket to that department. The item is missing if departments aren't included in the project's plan.
“AI tags” — suggests up to 5 tags. The “Apply” button adds them to the ticket's tags. The item shows only if “AI tags” is turned on in the AI settings.

The AI badge on a message

If a sent reply came from “AI Suggest” or was rewritten by the AI, the message shows a purple ✨ AI badge. Only operators see it — it isn't sent to the customer.

Was this page helpful?