AI assist

The AI features agents and requesters see — reply drafts, summaries, translation, triage suggestions, duplicate and known-error matching, and the help-center assistant — and what each one sends to the model.

AI assist adds optional helpers to the places your team already works: a suggested reply, a summary of a long ticket, a translation of the latest reply, triage suggestions on a new ticket, and an assistant on your public Help Center. Every feature is off until an admin turns it on, and none of them sends anything to a requester on its own.

Before you start

An Owner or Admin connects a model provider (your own key or the built-in one) and switches on each feature they want in Settings → AI providers. See AI providers. A feature that is switched off, or whose provider has no working key, simply does not appear, or answers "No AI suggestion available right now."

On a ticket

These appear on the ticket page, in the AI assist box above the reply box. Each one asks the model only when you click it; nothing runs when the page opens.

Summarize (feature: Ticket summary and customer sentiment): a few lines on what the ticket is about and where it stands, the requester's mood (Positive, Neutral, Frustrated or Angry) and a warning when it needs attention.
Translate latest reply (feature: Translate customer replies): the requester's latest reply, or the description before they have replied, in your browser's language.
Draft help article (feature: Draft a help article from a resolved ticket): once the ticket is resolved, writes a draft article from what fixed it. The draft is an internal, unpublished page in Docs, linked from the box, for someone to check and publish.
Suggest reply with AI (feature: AI reply suggestions (KEDB/Docs)): drafts a reply into the reply box, based on the ticket and on matching known errors and Docs pages. It lists the sources it used. The reply box is switched to internal, so sending it to the requester is always a deliberate second step.
Possible duplicates (feature: Duplicate ticket detection): a list of other open tickets of the same type in the same project that look like the same problem, each marked AI with the reason, and a Merge button. Merging cannot be undone.
Suggested matches for known errors on an incident (feature: KEDB known-error matching): known errors ranked by the model. Without the feature, suggestions are still made by matching keywords.

AI output can be wrong. Read every draft, summary and suggestion before acting on it.

On a new ticket

With Ticket triage on creation on, the new-ticket form shows Suggest with AI once you have chosen a project and typed a title. It fills in a suggested type, impact and urgency (or priority) with a short reason. Nothing is saved until you submit the form, so change anything you disagree with.

For requesters: the help-center assistant

With Help-center assistant on, your public Help Center can answer questions from requesters (your workspace may call them customers or employees). It answers only from published Help Center articles, links the articles it used, and sends anyone it cannot help to your report form.

The Help-center assistant card on the AI providers page shows whether it is live, this month's questions and outcomes, and recent questions.
Monthly limit (solved questions) caps its use. It stops offering itself at the limit, and after five times as many questions; 0 pauses it.
Questions marked No article covered it are a good list of articles to write next.

In Docs

With Translate customer replies on, the Translations window of a public page can draft a translation for you to check. Nothing is saved until you save it.

What data is sent

Each feature sends only what it needs to the provider chosen for it, at the moment it runs:

Summaries and reply drafts send the ticket's title, description and its most recent comments (up to 40), internal notes included. Reply drafts also send the matching known errors and Docs pages.
Help-article drafts send the ticket and its public replies only.
Translation sends the one reply being translated, or the page being translated.
Triage, duplicate and known-error matching send the ticket's title and description, plus the titles (and short descriptions) of the candidates being compared.
The help-center assistant sends the requester's question and the published articles it may answer from.

With your own key, the data goes to your provider account under your agreement with them. With the built-in provider, it goes to the provider your service operator has configured. Either way, the features only read what the person using them is allowed to see.