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AI providers

Connect your own AI provider key or use the built-in one, then choose which model powers each AI feature.

Settings → AI providers

The AI providers page is where an admin decides which AI model powers each AI assist feature. Connect your own provider key, or use the built-in provider if your plan includes it, then switch on the features you want, one by one.

Where to find it

  • Open Settings and choose AI providers under Integrations & API. The page is headed AI & Automation.
  • Owners and Admins can change it. Roles with read access only (such as Auditor) see it read-only.

Choose a provider mode

At the top, Provider mode has two choices:

  • Bring your own key: the features use a provider account you connect below. Works on any plan.
  • Use built-in AI: the features use the provider your service operator has set up, and you need no key. Available on plans that include AI assist, and only once the operator has configured it; otherwise the button is disabled.

Connect your own key

With Bring your own key, there is a card for each supported provider: Anthropic Claude, OpenAI, OpenRouter and GateLLM.

  1. On the provider's card, paste your API key. Change the Base URL only if you use a proxy or a compatible endpoint.
  2. Select Save. The key is stored encrypted and only its masked preview is shown afterwards; use Replace to change it.
  3. Choose Test connection to check the key works. The result and time are shown on the card.
  4. Choose Fetch models to load the provider's model list, so you can pick from it below.
  5. Make sure Enabled is ticked. Disconnect removes the key.
A base URL must be a public http(s) address with no user name, password, query or fragment. Addresses on a private network are refused.

Feature routing

Feature routing lists every AI feature. Each row is off until you set it up, and applies to the whole workspace. For each feature you want:

  1. Choose the provider (with your own key) from those you have configured.
  2. Choose a model from the fetched list, or type its model ID, for example gpt-4o-mini.
  3. Tick Enabled and select Save.

The features you can route are:

  • Ticket triage on creation
  • KEDB known-error matching
  • Duplicate ticket detection
  • AI reply suggestions (KEDB/Docs)
  • Dashboard composer (from a prompt)
  • Help-center assistant (answers customers from published articles)
  • Ticket summary and customer sentiment
  • Translate customer replies
  • Draft a help article from a resolved ticket

What each one does for agents and requesters is described in AI assist. If a feature's provider stops working, the feature quietly offers nothing rather than getting in the way of the work it helps with.

The help-center assistant card

Between the provider cards and Feature routing, the Help-center assistant card shows whether the assistant is live on your Help Center, this month's questions and their outcomes, and a Monthly limit (solved questions) you can change with Save limit. Setting it to 0 pauses the assistant for the rest of the month.

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