No, AI Assistant is a Pro feature and is included in the Productivity Suite add-on.
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AI Assistant enhances your support workflow by helping agents quickly understand tickets and generate better responses. It provides features like ticket summary for quick context and reply polishing, which uses the full ticket history to produce more accurate and relevant replies. Agents can refine responses by sending multiple prompts until they are satisfied with the output. Additionally, administrators can define custom prompts to control tone and style, ensuring replies align with your brand voice and support guidelines.
The Ticket Summary feature helps agents quickly understand a ticket by generating a concise overview of the entire conversation. It highlights key points and also detects customer sentiment (Happy, Neutral, or Unhappy), giving better insight into the situation. This saves time, improves agent handovers, and enables faster, more informed, and empathetic responses.
The Polish Reply feature helps agents enhance their responses by automatically improving grammar, clarity, and tone to sound more professional and friendly. It uses the full ticket history to generate more accurate and relevant replies, ensuring better communication. Agents can refine responses by sending multiple prompts until satisfied, without rewriting manually. With support for custom prompts (defined by admins in settings), admins can control the writing style, helping maintain consistent and high-quality communication across the team.
AI Assistant also provides detailed usage reports to help you monitor and optimize performance. Track usage by agent to understand how effectively your team is utilizing AI features. Analyze usage by feature to see which tools, such as ticket summary or reply polishing, are used most frequently. The AI usage trend report gives a clear overview of adoption over time, helping you measure impact and make informed decisions.
Is AI Assistant available in the free version?
No, AI Assistant is a Pro feature and is included in the Productivity Suite add-on.
What features are included in AI Assistant?
AI Assistant includes Ticket Summary and Polish Reply, helping agents quickly understand tickets and improve response quality.
Which AI providers are supported?
AI Assistant supports popular providers like OpenAI and Google Gemini. You can choose the provider based on your preference and API access.
Can administrators control AI behavior?
Yes, admins can define custom prompt instructions in settings to control tone, style, and response format based on their support guidelines.
How does AI Assistant generate accurate responses?
AI Assistant uses the full ticket conversation history to understand context and generate more relevant summaries and replies.
Is there any usage limit for AI features?
AI usage depends on your selected provider and their pricing/model limits. The plugin itself does not enforce strict limits but relies on your API plan.