Overview

The AI Assistant is a sidebar chat panel available on every page in Core. Ask it questions or give it instructions in plain language and it will look up real data, draft content, fill in forms, and update records — all without you navigating away from what you're doing.

To open the assistant, click the AI button in the bottom-left sidebar (or press ⌘. / Ctrl+.). AI is included with your subscription — no setup required. The composer focuses automatically so you can start typing right away.

Minimize while you work

Use the minimize control in the assistant header to dock Core AI to the bottom-right corner (alongside pinned tickets and articles). Your conversation stays open while you navigate — the dock chip shows when the assistant is still working. Click the chip to expand, or close it from the chip when you're done.

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While the assistant is working

You can keep typing while Core AI is busy. Press Enter to queue a follow-up; it sends automatically when the current turn finishes.

• Empty Enter (or Send now on a queued message) steers: stop the current turn and send the next queued message immediately.
• Edit or Cancel on a queued message before it goes out.
• A Core AI is working bar shows what the assistant is doing, elapsed time, and a Stop control. If a confirmation or picker is waiting for you, the bar says so instead of looking idle.

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Conversation history

Core AI saves your chats automatically so you can pick up where you left off.

• History panel: Click the clock icon in the assistant header to browse past conversations. Each entry shows the title, last updated time, and message count.
• Resume: Select any conversation to reload its full message history, including tool calls from earlier turns.
• New conversation: Use the + button in the history panel (or start typing in a fresh chat) to begin a new thread without deleting old ones.
• Rename: Click the pencil icon on a conversation to give it a custom title. Untitled chats get an AI-generated name after your first message.
• Delete: Remove an entire conversation or delete individual messages with the trash icon. You'll be asked to confirm before anything is permanently removed.

Conversations are private to your account — other team members cannot see your chat history.

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Tickets

Search tickets

Ask the AI to find tickets by keyword, status, priority, or customer:

• "Find open high-priority tickets for Acme Corp"
• "Show me tickets waiting on the customer"
• "Search for tickets about printer issues"

My open tickets

Ask for your own queue without any filters:

• "What are my tickets?"
• "What's on my plate?"
• "Show me my open and in-progress tickets"

Ticket analytics

Ask aggregate questions about ticket volume, backlog, trends, workload, and ticket mix:

• "How many open tickets do we have right now?"
• "Show open tickets by assignee."
• "Which customers opened the most tickets this month?"
• "What is the most frequent kind of ticket we get?"
• "Break down tickets by priority and category for the last 90 days."
• "What's our average time to close this quarter?"
• "Show closed ticket trends by week."

The assistant can group results by status, priority, company, assignee, category, ticket type, source, day, week, month, or aging bucket. For "kind of ticket" questions it uses ticket type (and category for topic mix), not by guessing from ticket titles. For current backlog questions, it looks at the current open queue instead of only tickets created in a recent date window.

Create a ticket

Describe the issue and the AI pre-fills the new ticket form for you to review and submit:

• "Create a ticket: Acme Corp's VPN stopped working after the weekend"
• "New high priority ticket for Globex Corp — Exchange server down"

Get ticket details

• "What's the status of tkt-42?"
• "Show me the details for ticket tkt-28"

Update a ticket

Change status, priority, title, or assigned technician:

• "Mark tkt-28 as in progress"
• "Set tkt-42 to high priority"
• "Assign tkt-28 to Josh"
• "Close ticket tkt-15"

Draft a customer reply

When you're viewing a ticket, the AI can write a professional reply and insert it directly into the Customer Note editor — no copy-pasting:

• "Draft a reply letting the customer know I'll work on this tonight"
• "Write a response saying we've resolved the issue and asking them to test"
• "Reply in a professional tone explaining the outage was caused by a firmware update"

The draft appears in the Customer Note field immediately. Review and edit it, then save as normal.

Add an internal note

When you're viewing a ticket, the AI can write an internal-only note and insert it into the Internal Note editor:

• "Add an internal note: escalated to Tier 2, waiting on vendor response"
• "Write an internal note summarising what was done today"

Log time

Log a completed time entry against a ticket:

• "Log 45 minutes on tkt-28"
• "Record 1 hour and 30 minutes on tkt-15, notes: replaced hard drive"
• "Add time to the calendar — 20 minutes on tkt-42"

The ticket page updates automatically once the time is logged.

List your time entries

See your own time entries scoped to today, this week, all-time, or a specific ticket:

• "Show my time entries today"
• "What time did I log this week?"
• "List my time entries on tkt-28"

The assistant returns the entries plus the total minutes for the window.

Check the SLA on a ticket

Get the response and resolution targets, current status (met / at risk / breached), elapsed time, and whether the clock is paused:

• "What's the SLA on tkt-28?"
• "Is tkt-42 going to breach?"
• "Show the SLA status for tkt-15"

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Companies

Search companies

• "Find companies named Acme"
• "Show me all inactive customers"

Get company details

• "What contacts does Globex Corp have?"
• "Tell me about the Acme account"

Create a company

• "Create a new company called Riverside IT, email hello@riverside.it"
• "Add a customer: Blue Oak Technologies"

Update a company

Change email, website, status, or address:

• "Change Acme's website to acme.io"
• "Set Globex Corp to inactive"
• "Update Acme's city to Boston"

The assistant will ask you to confirm before saving.

---

Contacts

Search contacts

• "Find contacts at Acme Corp"
• "Search for Josh in the people list"

Create a contact

• "Add a contact: Jane Smith, jane@acme.com, at Acme Corp"
• "Create a new contact for this company called Mark Taylor" (on a company page, the company is filled in automatically)

Update a contact

Change job title, department, primary email, primary phone, status, or company link:

• "Update Bob Smith's email to bob@acme.io"
• "Set Jane Smith's job title to Director of IT"
• "Move Mark Taylor to Globex Corp"

The assistant will ask you to confirm before saving. Email and phone updates target the contact's primary email or phone record.

---

Assets

Search assets

• "Find the Dell laptop for Acme Corp"
• "Show me all servers for Globex"

Create an asset

• "Add an asset: Dell Latitude 5520, serial XYZ123, for Acme Corp"
• "Create an asset — MacBook Pro, category: workstation"

Update an asset

Change category, make, model, serial, status, location, or assigned customer:

• "Set the make on the Dell R740 to Dell"
• "Update asset XYZ123 — change category to Server"
• "Move the Dell Latitude 5520 to Globex Corp"

You can look up the asset by name or by serial number.

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Projects

Search projects

• "What active projects do we have for Acme?"
• "Find the rebuild project"
• "Show me high-priority projects on hold"

Project details

Pull the budget snapshot, hours used, members, and linked ticket count:

• "What's the budget on the Acme rebuild?"
• "Tell me about the Globex migration project"

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Onsite Visits

See your schedule

The assistant defaults to your own upcoming visits:

• "What am I onsite for this week?"
• "Show my onsite visits"

Filter by customer or date

• "Any onsites at Acme this month?"
• "List onsite visits between 2026-05-01 and 2026-05-15"

Look at the whole team

Pass all or any as the technician name:

• "Show all upcoming onsite visits"
• "What is anyone onsite for next week?"

---

Contracts

Search contracts

• "List active contracts for Acme"
• "Find the retainer contract"
• "Show me expired contracts for Globex"

The assistant returns title, customer, term dates, status, and billing model.

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Knowledge Base

Search articles

• "Find KB articles about VPN setup"
• "Is there documentation on our onboarding process?"

Include a KB link in a reply

The AI can look up an article and include a link directly in a customer reply:

• "Draft a reply and include a link to our VPN setup guide"
• "Reply with a link to the Windows 11 upgrade article"

Create an article

• "Create a KB article titled 'How to reset VPN credentials' in the Internal Procedures space"
• "Add a draft article about our backup rotation policy"

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Checklists

See available templates

• "What checklist templates do we have?"
• "List my checklist templates"

Create a one-off checklist

• "Create a checklist for a new computer setup with items: unbox, apply asset tag, install OS, configure MDM, test, hand over"
• "Make a quick checklist: back up data, run updates, reboot, verify" attached to tkt-28

Create from a template

• "Create a checklist on tkt-28 from the Server Setup template"
• "Run the Onboarding Checklist template for tkt-42"

Checklists attached to a ticket appear on the ticket page immediately after creation.

Mark items complete

Check items off by their text or by their position in the checklist:

• "Mark item 'Verify backup completed' done on tkt-28"
• "Mark step 3 done on tkt-42"
• "Check off the backup item on tkt-15"

If a ticket has more than one checklist, include the checklist title to disambiguate.

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Team

Invite a user

• "Invite sarah@acme.com as a technician"

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Your notification settings

The assistant can check and change your own notification preferences for you — no need to dig through settings.

See how you're notified

• "Am I getting notified when my tickets are updated?"
• "What are my notification settings?"

Change a setting

• "Notify me when there's a new message on my tickets"
• "Stop emailing me when tickets are completed"
• "Turn off all notification emails"
• "Turn on push notifications"

Changes apply only to your own account and take effect immediately. You can review everything (and mute individual inbox notification types) on the Notification settings page. If you ask for push notifications but your browser hasn't been set up for them yet, the assistant will point you to that page to allow them — that permission can only be granted by you, in your browser.

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Capacity Analytics

Owners, super-admins, and admins can ask the assistant about customer support load, staffing, and utilization in plain English. Answers come from a nightly-refreshed snapshot of your own data, scoped to your account — nobody outside your account sees these numbers.

What you can ask

Capacity and utilization

• "What's our average hours per seat per year by billing tier?"
• "How many billable hours have we logged in the last quarter?"
• "Which billing tiers cost us the most labor per seat?"

Customer deep dives

• "Show me our top 10 customers by hours over the last 6 months."
• "How are we supporting Acme Corp — hours, ticket volume, seats?"
• "Which customers are running hotter than their tier's average?"

Steady state vs ramp

• "Exclude customers in their first 90 days — what's the true per-seat rate?"
• "How many seats did we onboard in the last 30 days, and which customers?"

Maintenance vs reactive

• "What share of our hours is going to scheduled maintenance vs reactive support?"
• "Show reactive support hours per customer, excluding scheduled work."

Ticket pressure

• "What's our average ticket backlog over the last month, by billing tier?"
• "Which customers opened the most urgent tickets this quarter?"

Staffing forecasts

• "If we sign 100 more Standard seats and 25 Advanced, how many techs do we need?"
• "What if we assume 1,800 billable hours per tech instead of 1,500?"

How the numbers are computed

A "seat" is any contact who's currently assigned to one of your billing tiers (the recurring billing items configured on your contracts). Hours are pulled from time entries on tickets, attributed to a tier through the ticket's contact. Customers without a billing assignment don't count as seats.

The assistant will tell you when there isn't enough history yet — for example, if you ask for last year's rate but your account only has 3 months of time tracking, the answer flags that the per-year figure is a projection rather than measured history.

Access

Capacity Analytics is admin-only. If you're a technician, member, or observer, the assistant will let you know your account owner needs to grant access.

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Setting up AI

Nothing to set up. AI is included with your subscription and runs on Rooted's shared model infrastructure — the AI button is available in the sidebar for every workspace.

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Tips

• Context-aware: The assistant knows which page you're on. When you're viewing a ticket, it already knows the ticket number, customer, and status — you don't need to repeat them.
• Review before submitting: For tickets and notes the AI pre-fills or drafts content into the form. You always review and submit manually.
• Partial names work for assignment: "assign to Josh" will match a technician named Josh Bechard. If there are multiple matches the assistant will ask you to be more specific.
• Checklists update live: Once created, a checklist attached to the current ticket appears without a page refresh.

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Rate responses

Every assistant response has a small thumbs-up / thumbs-down underneath it. Use them when something the AI did was particularly good or particularly off — your ratings train where we focus next.

• Thumbs-up: one click. The reply is recorded as helpful.
• Thumbs-down: opens an optional comment box. Tell us what was wrong (missing tool, wrong answer, hallucinated data — anything specific helps). Press Send to attach the note, or Skip comment if you'd rather not — either way the negative rating is already saved.
• Change rating: after submitting, a small Change rating link appears so you can flip your vote if you mis-clicked.

Ratings are private to your account; only the platform team can read them, and they're used to tune the assistant's prompts and tools.

Overview

The AI Assistant is a sidebar chat panel available on every page in Core. Ask it questions or give it instructions in plain language and it will look up real data, draft content, fill in forms, and update records — all without you navigating away from what you're doing.

To open the assistant, click the AI button in the bottom-left sidebar (or press ⌘. / Ctrl+.). AI is included with your subscription — no setup required. The composer focuses automatically so you can start typing right away.

Minimize while you work

Use the minimize control in the assistant header to dock Core AI to the bottom-right corner (alongside pinned tickets and articles). Your conversation stays open while you navigate — the dock chip shows when the assistant is still working. Click the chip to expand, or close it from the chip when you're done.

---

While the assistant is working

You can keep typing while Core AI is busy. Press Enter to queue a follow-up; it sends automatically when the current turn finishes.

• Empty Enter (or Send now on a queued message) steers: stop the current turn and send the next queued message immediately.
• Edit or Cancel on a queued message before it goes out.
• A Core AI is working bar shows what the assistant is doing, elapsed time, and a Stop control. If a confirmation or picker is waiting for you, the bar says so instead of looking idle.

---

Conversation history

Core AI saves your chats automatically so you can pick up where you left off.

• History panel: Click the clock icon in the assistant header to browse past conversations. Each entry shows the title, last updated time, and message count.
• Resume: Select any conversation to reload its full message history, including tool calls from earlier turns.
• New conversation: Use the + button in the history panel (or start typing in a fresh chat) to begin a new thread without deleting old ones.
• Rename: Click the pencil icon on a conversation to give it a custom title. Untitled chats get an AI-generated name after your first message.
• Delete: Remove an entire conversation or delete individual messages with the trash icon. You'll be asked to confirm before anything is permanently removed.

Conversations are private to your account — other team members cannot see your chat history.

---

Tickets

Search tickets

Ask the AI to find tickets by keyword, status, priority, or customer:

• "Find open high-priority tickets for Acme Corp"
• "Show me tickets waiting on the customer"
• "Search for tickets about printer issues"

My open tickets

Ask for your own queue without any filters:

• "What are my tickets?"
• "What's on my plate?"
• "Show me my open and in-progress tickets"

Ticket analytics

Ask aggregate questions about ticket volume, backlog, trends, workload, and ticket mix:

• "How many open tickets do we have right now?"
• "Show open tickets by assignee."
• "Which customers opened the most tickets this month?"
• "What is the most frequent kind of ticket we get?"
• "Break down tickets by priority and category for the last 90 days."
• "What's our average time to close this quarter?"
• "Show closed ticket trends by week."

The assistant can group results by status, priority, company, assignee, category, ticket type, source, day, week, month, or aging bucket. For "kind of ticket" questions it uses ticket type (and category for topic mix), not by guessing from ticket titles. For current backlog questions, it looks at the current open queue instead of only tickets created in a recent date window.

Create a ticket

Describe the issue and the AI pre-fills the new ticket form for you to review and submit:

• "Create a ticket: Acme Corp's VPN stopped working after the weekend"
• "New high priority ticket for Globex Corp — Exchange server down"

Get ticket details

• "What's the status of tkt-42?"
• "Show me the details for ticket tkt-28"

Update a ticket

Change status, priority, title, or assigned technician:

• "Mark tkt-28 as in progress"
• "Set tkt-42 to high priority"
• "Assign tkt-28 to Josh"
• "Close ticket tkt-15"

Draft a customer reply

When you're viewing a ticket, the AI can write a professional reply and insert it directly into the Customer Note editor — no copy-pasting:

• "Draft a reply letting the customer know I'll work on this tonight"
• "Write a response saying we've resolved the issue and asking them to test"
• "Reply in a professional tone explaining the outage was caused by a firmware update"

The draft appears in the Customer Note field immediately. Review and edit it, then save as normal.

Add an internal note

When you're viewing a ticket, the AI can write an internal-only note and insert it into the Internal Note editor:

• "Add an internal note: escalated to Tier 2, waiting on vendor response"
• "Write an internal note summarising what was done today"

Log time

Log a completed time entry against a ticket:

• "Log 45 minutes on tkt-28"
• "Record 1 hour and 30 minutes on tkt-15, notes: replaced hard drive"
• "Add time to the calendar — 20 minutes on tkt-42"

The ticket page updates automatically once the time is logged.

List your time entries

See your own time entries scoped to today, this week, all-time, or a specific ticket:

• "Show my time entries today"
• "What time did I log this week?"
• "List my time entries on tkt-28"

The assistant returns the entries plus the total minutes for the window.

Check the SLA on a ticket

Get the response and resolution targets, current status (met / at risk / breached), elapsed time, and whether the clock is paused:

• "What's the SLA on tkt-28?"
• "Is tkt-42 going to breach?"
• "Show the SLA status for tkt-15"

---

Companies

Search companies

• "Find companies named Acme"
• "Show me all inactive customers"

Get company details

• "What contacts does Globex Corp have?"
• "Tell me about the Acme account"

Create a company

• "Create a new company called Riverside IT, email hello@riverside.it"
• "Add a customer: Blue Oak Technologies"

Update a company

Change email, website, status, or address:

• "Change Acme's website to acme.io"
• "Set Globex Corp to inactive"
• "Update Acme's city to Boston"

The assistant will ask you to confirm before saving.

---

Contacts

Search contacts

• "Find contacts at Acme Corp"
• "Search for Josh in the people list"

Create a contact

• "Add a contact: Jane Smith, jane@acme.com, at Acme Corp"
• "Create a new contact for this company called Mark Taylor" (on a company page, the company is filled in automatically)

Update a contact

Change job title, department, primary email, primary phone, status, or company link:

• "Update Bob Smith's email to bob@acme.io"
• "Set Jane Smith's job title to Director of IT"
• "Move Mark Taylor to Globex Corp"

The assistant will ask you to confirm before saving. Email and phone updates target the contact's primary email or phone record.

---

Assets

Search assets

• "Find the Dell laptop for Acme Corp"
• "Show me all servers for Globex"

Create an asset

• "Add an asset: Dell Latitude 5520, serial XYZ123, for Acme Corp"
• "Create an asset — MacBook Pro, category: workstation"

Update an asset

Change category, make, model, serial, status, location, or assigned customer:

• "Set the make on the Dell R740 to Dell"
• "Update asset XYZ123 — change category to Server"
• "Move the Dell Latitude 5520 to Globex Corp"

You can look up the asset by name or by serial number.

---

Projects

Search projects

• "What active projects do we have for Acme?"
• "Find the rebuild project"
• "Show me high-priority projects on hold"

Project details

Pull the budget snapshot, hours used, members, and linked ticket count:

• "What's the budget on the Acme rebuild?"
• "Tell me about the Globex migration project"

---

Onsite Visits

See your schedule

The assistant defaults to your own upcoming visits:

• "What am I onsite for this week?"
• "Show my onsite visits"

Filter by customer or date

• "Any onsites at Acme this month?"
• "List onsite visits between 2026-05-01 and 2026-05-15"

Look at the whole team

Pass all or any as the technician name:

• "Show all upcoming onsite visits"
• "What is anyone onsite for next week?"

---

Contracts

Search contracts

• "List active contracts for Acme"
• "Find the retainer contract"
• "Show me expired contracts for Globex"

The assistant returns title, customer, term dates, status, and billing model.

---

Knowledge Base

Search articles

• "Find KB articles about VPN setup"
• "Is there documentation on our onboarding process?"

Include a KB link in a reply

The AI can look up an article and include a link directly in a customer reply:

• "Draft a reply and include a link to our VPN setup guide"
• "Reply with a link to the Windows 11 upgrade article"

Create an article

• "Create a KB article titled 'How to reset VPN credentials' in the Internal Procedures space"
• "Add a draft article about our backup rotation policy"

---

Checklists

See available templates

• "What checklist templates do we have?"
• "List my checklist templates"

Create a one-off checklist

• "Create a checklist for a new computer setup with items: unbox, apply asset tag, install OS, configure MDM, test, hand over"
• "Make a quick checklist: back up data, run updates, reboot, verify" attached to tkt-28

Create from a template

• "Create a checklist on tkt-28 from the Server Setup template"
• "Run the Onboarding Checklist template for tkt-42"

Checklists attached to a ticket appear on the ticket page immediately after creation.

Mark items complete

Check items off by their text or by their position in the checklist:

• "Mark item 'Verify backup completed' done on tkt-28"
• "Mark step 3 done on tkt-42"
• "Check off the backup item on tkt-15"

If a ticket has more than one checklist, include the checklist title to disambiguate.

---

Team

Invite a user

• "Invite sarah@acme.com as a technician"

---

Your notification settings

The assistant can check and change your own notification preferences for you — no need to dig through settings.

See how you're notified

• "Am I getting notified when my tickets are updated?"
• "What are my notification settings?"

Change a setting

• "Notify me when there's a new message on my tickets"
• "Stop emailing me when tickets are completed"
• "Turn off all notification emails"
• "Turn on push notifications"

Changes apply only to your own account and take effect immediately. You can review everything (and mute individual inbox notification types) on the Notification settings page. If you ask for push notifications but your browser hasn't been set up for them yet, the assistant will point you to that page to allow them — that permission can only be granted by you, in your browser.

---

Capacity Analytics

Owners, super-admins, and admins can ask the assistant about customer support load, staffing, and utilization in plain English. Answers come from a nightly-refreshed snapshot of your own data, scoped to your account — nobody outside your account sees these numbers.

What you can ask

Capacity and utilization

• "What's our average hours per seat per year by billing tier?"
• "How many billable hours have we logged in the last quarter?"
• "Which billing tiers cost us the most labor per seat?"

Customer deep dives

• "Show me our top 10 customers by hours over the last 6 months."
• "How are we supporting Acme Corp — hours, ticket volume, seats?"
• "Which customers are running hotter than their tier's average?"

Steady state vs ramp

• "Exclude customers in their first 90 days — what's the true per-seat rate?"
• "How many seats did we onboard in the last 30 days, and which customers?"

Maintenance vs reactive

• "What share of our hours is going to scheduled maintenance vs reactive support?"
• "Show reactive support hours per customer, excluding scheduled work."

Ticket pressure

• "What's our average ticket backlog over the last month, by billing tier?"
• "Which customers opened the most urgent tickets this quarter?"

Staffing forecasts

• "If we sign 100 more Standard seats and 25 Advanced, how many techs do we need?"
• "What if we assume 1,800 billable hours per tech instead of 1,500?"

How the numbers are computed

A "seat" is any contact who's currently assigned to one of your billing tiers (the recurring billing items configured on your contracts). Hours are pulled from time entries on tickets, attributed to a tier through the ticket's contact. Customers without a billing assignment don't count as seats.

The assistant will tell you when there isn't enough history yet — for example, if you ask for last year's rate but your account only has 3 months of time tracking, the answer flags that the per-year figure is a projection rather than measured history.

Access

Capacity Analytics is admin-only. If you're a technician, member, or observer, the assistant will let you know your account owner needs to grant access.

---

Setting up AI

Nothing to set up. AI is included with your subscription and runs on Rooted's shared model infrastructure — the AI button is available in the sidebar for every workspace.

---

Tips

• Context-aware: The assistant knows which page you're on. When you're viewing a ticket, it already knows the ticket number, customer, and status — you don't need to repeat them.
• Review before submitting: For tickets and notes the AI pre-fills or drafts content into the form. You always review and submit manually.
• Partial names work for assignment: "assign to Josh" will match a technician named Josh Bechard. If there are multiple matches the assistant will ask you to be more specific.
• Checklists update live: Once created, a checklist attached to the current ticket appears without a page refresh.

---

Rate responses

Every assistant response has a small thumbs-up / thumbs-down underneath it. Use them when something the AI did was particularly good or particularly off — your ratings train where we focus next.

• Thumbs-up: one click. The reply is recorded as helpful.
• Thumbs-down: opens an optional comment box. Tell us what was wrong (missing tool, wrong answer, hallucinated data — anything specific helps). Press Send to attach the note, or Skip comment if you'd rather not — either way the negative rating is already saved.
• Change rating: after submitting, a small Change rating link appears so you can flip your vote if you mis-clicked.

Ratings are private to your account; only the platform team can read them, and they're used to tune the assistant's prompts and tools.