AI Configuration
Configure AI-powered triage, smart drafts, and knowledge base
Your helpdesk includes built-in AI capabilities that help your team work faster. AI handles two key tasks: email triage (automatically categorising and prioritising incoming tickets) and smart drafts (suggesting reply text based on your knowledge base).
Enable or disable AI
AI features can be toggled on or off per organisation from Settings > AI Configuration. When you complete the setup wizard, AI is enabled automatically. You can disable it at any time if you prefer fully manual workflows.
Email triage
When a new ticket arrives via email, AI analyses the subject and body to suggest:
- A priority level (Urgent, High, Medium, Low)
- A department assignment
- Relevant tags
These suggestions are applied automatically when the AI's confidence meets your threshold.
Confidence threshold
The confidence threshold controls how certain the AI must be before it applies triage decisions automatically. The default is 0.80 (80%). You can raise it for stricter automation or lower it if you want AI to handle more tickets without manual review.
Tickets that fall below the threshold are left for an agent to triage manually.
Knowledge base
The knowledge base is what powers Smart Draft — the more relevant content it contains, the better the suggested replies will be.
Add sources
You can populate your knowledge base in two ways:
- Website crawling — enter a URL and the system will crawl and index the content. Ideal for FAQ pages, help centres, or product documentation you already publish.
- Document ingestion — upload documents directly to be indexed.
Manage articles
The KB management interface lets you browse, edit, and archive indexed articles. Use this to keep your knowledge base current — remove outdated content and refine articles so AI drafts stay accurate.
Smart Draft
When composing a reply on any ticket, click the Smart Draft button in the message composer. The AI searches your knowledge base for relevant content and generates a suggested reply. You can edit the draft before sending — it is a starting point, not a final answer.
Smart Draft quality depends directly on your knowledge base content. Take time to add your most common support topics and you will see noticeably better suggestions.