AI Features Overview

The AI Assistant provides intelligent support capabilities powered by OpenAI, Azure OpenAI, or Google Gemini models.

Capabilities

• Auto-Generated Responses — Draft complete ticket replies using conversation context and KB
• Conversation Summaries — Extract key facts and actions from lengthy threads
• Response Improvement — Enhance technician-written drafts with better grammar
• KB Article Generation — Convert resolved tickets into knowledge base content
• Custom AI Chat — Open-ended conversations about any ticket
• Automatic Tool Usage — Search KB, access canned responses, call custom APIs

Setup

Navigate to Admin > AI features to configure. Enable KB integration for automatic documentation searching. Add custom rules as system instructions.

Automation

• Category Suggestion — Auto-assign categories based on content analysis
• Auto-Reply Generation — Create and post complete responses automatically

External Tools

Register custom HTTP endpoints to extend AI capabilities. Each tool needs: Name, Description, URL (POST), Headers, and Parameters.