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General

Overview

The General settings allow you to configure how the AI Assistant connects to external AI services and controls how responses are generated.
These settings are required to enable AI features such as ticket summaries, polish replies, and more.

You can also define custom prompts (additional instructions) to control how the AI writes, summarizes, and generates replies.

 
Where to Find
Support → Settings → AI Assistant → General
How It Works
The AI Assistant connects to an external AI provider (such as OpenAI or Google Gemini) using an API key.
Once configured:
  • The selected provider handles AI requests
  • The system controls response length using Max Tokens
  • Logs are stored and automatically deleted based on your settings
 
Step-by-Step Guide
  1. Go to Dashboard → Support → Settings → AI Assistant
  2. Open the General tab
  3. Select your preferred AI Service Provider
  4. Enter the API Key
  5. Set the Max Tokens
  6. Add Custom Prompts (optional)
  7. Configure Auto Delete AI Logs
  8. Click on Save Changes
 
Options / Settings

AI Service Provider

Choose which AI service will be used to generate responses.
Available options:
  1. OpenAI
  2. Google Gemini

API Key

Enter the API key for the selected provider.
  • Required for authentication
  • AI features will not work without it

Max Tokens

Defines the maximum length of AI-generated responses.
  • Higher value → Longer responses
  • Lower value → Short responses
Note: Higher values may increase API cost.

Auto Delete AI Logs

Automatically deletes AI logs after a selected time period.
You can set the duration in:
  1. Days
  2. Months
  3. Years
 
 

This setting allows you to define a custom instruction that the AI will follow while generating or improving responses.

The custom prompt is especially useful for:

  • Maintaining a consistent tone (e.g., professional, friendly)

  • Adding company-specific instructions

  • Controlling how replies should be written

When using features like Polish Reply (AI), the AI will consider this prompt along with the ticket content.

Summary Custom Prompt (Additional Instructions)

This setting allows you to control how ticket summaries are generated.

Useful for:
Defining summary format (bullet points or paragraph)
Controlling level of detail
Focusing on key information only

The AI will use this prompt when generating ticket summaries.

Auto Draft Custom Prompt (Additional Instructions)

This setting allows you to guide how automatic replies (Auto Draft) are generated.

Useful for:
Maintaining company tone and communication style
Ensuring polite and structured replies
Adding standard phrases or instructions

The AI will follow this prompt when generating draft replies.
 
Notes / Tips

  • Make sure the API key matches the selected provider

  • If AI is not working, check API key and provider selection

  • Keep Max Tokens balanced for cost and quality

  • Enable auto-delete logs to manage database size

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