AI Assistant

FyneDesk includes a built-in AI Assistant with two tools that help your agents work faster: Analyze & Suggest for quick ticket summaries and Assist Me for drafting replies informed by your own knowledge base and past tickets.

Where to find it

The AI Assistant panel appears at the top of every ticket detail view, just below the page header. It is visible to Admins and Agents. End Users do not see this panel.

The panel shows two buttons: Analyze & Suggest and Assist Me. Nothing happens until you click one of them. AI is never triggered automatically.

If you do not see the AI Assistant panel, your organization's Admin may have turned off AI features. See the section below on enabling and disabling AI.

Enabling and disabling AI features

Admins can turn AI features on or off for the entire organization from the Settings page. Go to Settings → AI and toggle AI Features. This setting applies to all agents in your organization.

When AI is disabled, the AI Assistant panel is completely removed from the ticket detail view for all agents. No one in the organization can trigger AI analysis until the setting is turned back on. The toggle takes effect immediately without requiring a page reload.

AI features are enabled by default for all new organizations.

Admins only Only users with the Admin role can change the AI setting. Agents and End Users do not have access to organization settings.

Analyze & Suggest

Open any ticket that has a description filled in, then click Analyze & Suggest in the AI Assistant panel. The AI reads the ticket title, description, and all comments to produce two sections:

Summary

A concise overview of what the ticket is about, what has already been tried, and the current state of the issue based on the description and all comments.

Suggested Next Steps

A short list of concrete actions your agent can take to move the ticket toward resolution, tailored to the specific issue described in the ticket.

If the ticket has comments, the AI reads them in chronological order (up to the most recent 20) to understand the full back-and-forth before generating its output.

Assist Me

Click Assist Me to have the AI draft a suggested reply for the agent to send to the customer. Unlike Analyze & Suggest, this feature goes beyond the current ticket. It searches your organization's own data to write a more informed, context-aware reply.

What the AI searches

When you click Assist Me, the AI does three things behind the scenes before writing the reply:

Searches your Knowledge Base

The AI scans your organization's published knowledge base articles for content that matches the ticket's topic. If it finds relevant articles, it uses them as the primary source for the reply and references the article title so the agent knows where the answer came from.

Searches past resolved tickets

The AI looks through your organization's resolved and closed tickets to find similar issues. If it finds matches, it pulls in how those tickets were resolved (the latest customer-facing comment) to inform the suggested reply with real resolution patterns from your team.

Uses general AI knowledge

For anything not covered by your knowledge base or past tickets, the AI fills in gaps using its general training. This handles common support scenarios, troubleshooting logic, and professional reply formatting.

The AI prioritizes your organization's own data first. If a knowledge base article directly answers the question, the AI uses that. Past tickets come second. General AI knowledge is the fallback, not the default.

What the output looks like

Suggested Reply

A draft response the agent can copy directly into the comment box or edit before sending. Written in a professional, customer-friendly tone. Includes a Copy button for quick use.

Agent Note (not visible to customer)

A brief note explaining which sources the AI used: which KB articles were relevant, which past tickets informed the response, and what came from general knowledge. This helps the agent assess the quality of the suggestion.

Below the output, you will see a sources indicator showing how many knowledge base articles and similar past tickets the AI found for this ticket.

How to get better results from Assist Me

The quality of the AI's suggested replies depends directly on the quality of your organization's data. Here is what matters most and how to improve it.

Build out your Knowledge Base

The AI can only reference articles that exist and are published. A richer knowledge base means more accurate, organization-specific replies instead of generic AI responses.

Publish articles for your most common issues. If your team answers the same question repeatedly, that answer should be a KB article. The AI will find it and use it.
Use clear, descriptive titles. The AI matches ticket content against article titles and excerpts. An article titled "How to reset your password" will be found when a customer writes in about a login problem. An article titled "Procedure #47" will not.
Write meaningful excerpts. The excerpt field is what the AI reads during search. Make sure it summarizes the article's key point in plain language, using the same words your customers would use to describe the problem.
Cover variations in wording. If customers call the same thing by different names (e.g., "invoice" vs. "bill" vs. "receipt"), include those synonyms in the article title or excerpt so the search can find them.
Keep articles up to date. Outdated articles will lead to outdated suggestions. When a process changes, update the article. The AI always uses the current published version.
Set article status to Published. Draft articles are invisible to the AI. Only published articles are included in the search.

Resolve tickets with helpful comments

The AI pulls in the latest customer-facing comment from resolved and closed tickets as a proxy for the resolution. This means the quality of your past resolutions directly affects future suggestions.

Write a clear closing comment before resolving a ticket. Instead of just changing the status to Resolved, leave a comment explaining what was done and what the customer should expect. That comment becomes training data for future tickets.
Avoid internal-only resolutions. If the resolution is only recorded in internal notes, the AI cannot use it (internal notes are excluded from the resolution search to protect sensitive information). Add a customer-facing summary comment as well.
Actually resolve and close tickets. The AI only searches tickets with a status of Resolved or Closed. Tickets left in "In Progress" forever are invisible to this feature, no matter how useful their comments are.

Write better ticket descriptions

The AI uses the ticket's title and description as the search query to find relevant KB articles and past tickets. Better descriptions lead to better matches.

Use specific language. "App not working" is too vague to match anything useful. "Error 403 when accessing billing dashboard" will match both KB articles about permission errors and past tickets about billing access.
Include key details in the description. Product names, error messages, feature names, and account types all help the search find the right content.

Quick win After resolving a tricky ticket, consider turning it into a KB article. Click Analyze & Suggest to get a summary, then use that as the starting point for a new knowledge base article. The next time a similar ticket comes in, Assist Me will find that article automatically.

What happens if there is no description?

Both AI features need at least a ticket description to work with. If the description is empty when you click either button, you will see a prompt asking you to add a description first.

Regenerating

After the initial output, both buttons change to Regenerate. Click any time you want a fresh result, for example after new comments have been added or the description has been updated. Each click counts against your organization's daily usage allowance.

Usage limits and rate limiting

Each organization has a daily AI usage allowance that resets at midnight UTC. The limit covers all agents in your organization combined and applies to both Analyze & Suggest and Assist Me. If your organization reaches the daily limit, the panel will display a message explaining this. Usage resets automatically the next day.

Need a higher limit? If your team regularly hits the daily cap, email support@fynedesk.io to discuss your needs.

Privacy and security

When you use either AI feature, FyneDesk sends the ticket's title, description, status, priority, and recent comments to the AI provider for processing. For Assist Me, relevant KB article excerpts and past ticket snippets from your organization are also included. A few important points:

The AI provider does not store your data after processing. It is used solely to generate the response.
Only data from your own organization is ever included. Cross-organization data is never accessible.
All AI usage is logged internally and rate-limited per organization.
File attachments are not sent to the AI. Only text content is used.
Internal notes are included in Analyze & Suggest for a complete picture, but past ticket resolution search for Assist Me only uses customer-facing comments.

Frequently asked questions

Does the AI automatically analyze tickets when they are created?

No. Both features only run when an agent manually clicks a button. There is no automatic background processing.

Are internal notes included?

Analyze & Suggest: Yes. It reads all comments including internal notes to build the most complete summary.

Assist Me: For the current ticket, yes. For past ticket resolution search, no. The AI only pulls the latest customer-facing comment from past tickets to avoid leaking sensitive internal discussions into suggested replies.

What if Assist Me says "0 KB articles found"?

This means none of your published knowledge base articles matched the ticket's content. The AI will still draft a reply using past tickets and general knowledge, but the reply will be less specific to your organization. To improve this, add KB articles covering common topics your team handles.

What if Assist Me says "0 similar tickets found"?

This means no resolved or closed tickets in your organization matched the current ticket. If your organization is new or most tickets are still open, this is expected. As your team resolves more tickets with clear closing comments, the AI will have more data to draw from.

Does regenerating count as a separate use?

Yes. Each click on either button counts as one AI request against your organization's daily allowance.

Can I use both features on the same ticket?

Yes. They serve different purposes. Use Analyze & Suggest to quickly understand a ticket, then use Assist Me to draft a reply. Both outputs stay visible on the page until you navigate away.

What if the suggested reply is wrong or unhelpful?

The AI makes its best guess based on the data available. If the reply is off, it usually means the relevant information is not in your knowledge base or past tickets yet. Treat it as a starting point for the agent to edit, not a final answer to send as-is. Over time, as your KB grows and more tickets are resolved, the suggestions will become more accurate.