Overview

AI Draft Replies prepares a customer-facing response inside the ticket composer. Core uses the ticket, recent customer message, relevant knowledge-base material, similar resolved tickets, and linked checklist context. The result is inserted into the editor as a draft; it is never sent automatically.

AI is included with the workspace subscription. Workspace users do not need to configure a provider key.

Draft a reply

1. Open a ticket and start a reply.
2. Select Draft with Core AI in the composer.
3. Review the inserted response for accuracy, tone, recipients, and sensitive details.
4. Edit the text as needed, then send it through the normal ticket workflow.

Drafting works best when the ticket description and customer messages clearly state the problem and desired outcome. Core may use related KB articles and resolved tickets as supporting context, but the technician remains responsible for the final response.

Rewrite your text

Use Core AI rewrite after typing a message to improve clarity and structure without generating a reply from scratch. The rewrite replaces the editor contents in one step. Press Command-Z on macOS or Control-Z on Windows to restore the previous text.

Permissions and data boundaries

Users need tickets:read, tickets:update, and kb:read. Database policies keep ticket and KB retrieval within the current workspace and permitted records. AI usage is metered to the workspace. Core treats customer messages, ticket descriptions, and retrieved KB text as untrusted reference material rather than instructions.

Limitations

• Drafts can be incomplete or incorrect. Verify technical claims before sending.
• Missing or sparse ticket context produces a more general response.
• Retrieval and generation can take several seconds.
• Drafting does not change ticket status, add recipients, or send a message.

Overview

AI Draft Replies prepares a customer-facing response inside the ticket composer. Core uses the ticket, recent customer message, relevant knowledge-base material, similar resolved tickets, and linked checklist context. The result is inserted into the editor as a draft; it is never sent automatically.

AI is included with the workspace subscription. Workspace users do not need to configure a provider key.

Draft a reply

1. Open a ticket and start a reply.
2. Select Draft with Core AI in the composer.
3. Review the inserted response for accuracy, tone, recipients, and sensitive details.
4. Edit the text as needed, then send it through the normal ticket workflow.

Drafting works best when the ticket description and customer messages clearly state the problem and desired outcome. Core may use related KB articles and resolved tickets as supporting context, but the technician remains responsible for the final response.

Rewrite your text

Use Core AI rewrite after typing a message to improve clarity and structure without generating a reply from scratch. The rewrite replaces the editor contents in one step. Press Command-Z on macOS or Control-Z on Windows to restore the previous text.

Permissions and data boundaries

Users need tickets:read, tickets:update, and kb:read. Database policies keep ticket and KB retrieval within the current workspace and permitted records. AI usage is metered to the workspace. Core treats customer messages, ticket descriptions, and retrieved KB text as untrusted reference material rather than instructions.

Limitations

• Drafts can be incomplete or incorrect. Verify technical claims before sending.
• Missing or sparse ticket context produces a more general response.
• Retrieval and generation can take several seconds.
• Drafting does not change ticket status, add recipients, or send a message.