Tickiti

AI assistant — admin guide

The AI assistant drafts suggested replies to customer tickets. Agents see a suggestion in the reply editor, review and edit it, and send it themselves. With the right settings it can also draft replies automatically as tickets arrive, and — once you choose to enable it — send high-confidence replies to simple questions on its own. This guide covers the settings an administrator controls.

[Screenshot: Administration → AI assistant settings page]

Where to find it

Open Administration → AI assistant. The page is available to system administrators. All settings here apply to your workspace.

API key

The assistant needs an API key to run. You have two choices:

  • Shared plan key — leave the key field blank to use the key provided with your plan. Usage is billed against your plan.
  • Your own key — paste an Anthropic API key to bill AI usage to your own account. The key is stored encrypted and is never shown back to you; leave the field blank when saving to keep the existing key, or tick Clear this tenant's key to revert to the shared plan key.

The page shows which key is currently in effect.

Turning the assistant on

Enable the AI assistant switches the feature on. With it enabled, agents get a Draft with AI button in the reply editor. Nothing is sent to a customer automatically unless you also enable auto-send (below).

Auto-draft on new tickets

When on, a suggested reply is prepared the moment a new customer ticket arrives (by email, the support page, or the API). Whichever agent opens the ticket is offered the suggestion in the editor — they can use it as a starting point or dismiss it. The suggestion is removed once any agent posts a reply.

Auto-send confident replies (advanced)

This is the only setting that sends a reply to a customer without a person reviewing it, so treat it with care. When on, an inbound message whose confidence is at or above the confidence threshold is answered automatically, from the system account.

  • It only acts before a human has replied to the ticket. As soon as an agent responds, the assistant stops sending on that ticket and leaves the rest to your team.
  • The confidence threshold (0–100) is the bar a reply must clear to be sent. 90 or above is a sensible starting point — the assistant reports lower confidence on anything it is unsure about or lacks information for, and those are left as drafts instead.
  • The auto-send sign-off lets you sign machine-sent replies differently from agent replies if you wish.

Auto-send is off by default. We recommend running with auto-draft only for a while, watching the suggestion-quality figures, and enabling auto-send with a high threshold once you are confident in the results.

[Screenshot: Auto-send toggle and confidence threshold]

Shaping the replies

  • Tone & persona — how the assistant should sound (for example: friendly, concise, British English, always thank the customer).
  • Business knowledge — facts, policies and answers the assistant may rely on: what you sell, opening hours, returns and refund policy, common how-tos, and what it must not promise. The assistant is instructed to use only this and the conversation, and to ask the customer for missing detail rather than guess.
  • Sign-off — the closing line added to suggested replies.
  • Model — choose the model that drafts replies. The default is fast and economical and is suitable for most workspaces.

What the assistant knows about each ticket

For every draft the assistant is given the full customer conversation on the ticket, the queue it is in, the names of any attached files, your business knowledge, all of your stock responses and FAQs (see below), and the most relevant resolved tickets from your history. It cannot read the contents of attachments — only their filenames.

Stock responses and the assistant

All of your enabled stock responses and FAQs are given to the assistant automatically, so it can recognise a question it has a standard answer for and use it. You control how each stock response may be used with its AI use setting, in the stock-response editor:

  • Usable as-is — an approved, ready-to-send answer. When the assistant recognises that one of these fully answers the customer, it reproduces its exact wording. These are the responses that can be sent verbatim and are the best candidates for auto-send.
  • Reference — guidance the assistant adapts to the specific customer rather than sending word-for-word. This is the default.
  • Exclude — the assistant ignores the response entirely. Use this for internal notes, fragments, and template scaffolding that should never reach a customer.

Although agents create and edit stock responses, the AI use setting is controlled by administrators only — it is read-only for other staff and defaults to Reference. This keeps the decision about which wording is approved for sending in administrators' hands.

Advice: mark a response Usable as-is only when it is complete, correct, and appropriate to send unchanged. Keep nuanced or situational answers as Reference. Set template scaffolding and internal-only responses to Exclude.

[Screenshot: The "AI use" selector on a stock response]

How the assistant learns from past tickets

Resolved (closed) tickets are indexed daily and used as precedents: when a new question resembles tickets your team has already answered, those answers inform the draft. Nothing extra is required — closing tickets keeps the precedent set current.

Suggestion quality

The Suggestion quality panel tracks what agents do with the assistant's suggestions — how many are sent as-is, edited then sent, or discarded — and an overall acceptance rate. Watch this to judge how well the assistant is performing for your workspace before relying on auto-send.

Usage and cost

The Usage & estimated cost panel shows tokens used and an estimated cost for the current month and all time. The estimate uses the per-model prices configured for your workspace; review those prices against your current rates so the figure is accurate, and set your preferred currency.

A recommended rollout

  • Fill in tone, business knowledge and sign-off, and set a few of your best, complete stock responses to Usable as-is.
  • Enable the assistant with auto-draft only. Let agents use the suggestions for a while.
  • Watch the suggestion-quality acceptance rate and the cost panel.
  • When you are happy with the results, enable auto-send with a high threshold so only the clearest, approved answers go out automatically.