AI Assistant
FyneDesk includes a built-in AI Assistant that reads a ticket's full context — title, description, and comments — and returns a plain-English summary plus a list of suggested next steps to help your team move faster.
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 an Analyze & Suggest button. Nothing happens until you click it — AI analysis 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 — there is no per-user override.
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.
How to use it
Open any ticket that has a description filled in, then click Analyze & Suggest in the AI Assistant panel. The button will show a brief loading state while the analysis runs. Within a few seconds, the panel expands to show two sections:
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.
A short list of concrete actions your agent can take to move the ticket toward resolution. These are 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. Tickets with richer descriptions and more comments typically produce more useful suggestions.
What happens if there is no description?
The AI needs at least a ticket description to work with. If the description is empty when you click Analyze & Suggest, you will see a prompt asking you to add a description first. Once the description is filled in, click the button again.
Regenerating the analysis
After the initial analysis, the button label changes to Regenerate. Click it any time you want a fresh analysis — 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 — it is not per-person. If your organization reaches the daily limit, the panel will display a message explaining this. Usage resets automatically the next day.
Privacy and security
When you click Analyze & Suggest, FyneDesk sends the ticket's title, description, status, priority, and recent comments to the AI provider for processing. A few important points:
- The AI provider does not store your ticket data after processing. It is used solely to generate the response.
- Only ticket content you can already see in the UI is included — no data from other organizations is ever included.
- All AI usage is logged internally and rate-limited per organization.
- File attachments are not sent to the AI — only text content.
Tips for better results
- Write a clear, specific ticket description. Vague descriptions produce generic suggestions.
- Let conversations develop in comments before running the analysis. The more context the AI has, the more targeted its suggestions will be.
- Use Regenerate after adding new comments or updating the description to get a fresh read on the current state.
- Treat the suggested next steps as a starting point, not a definitive answer. Your agents know the context best — the AI is here to speed up their thinking, not replace it.
Frequently asked questions
Does the AI automatically analyze tickets when they are created?
No. The AI only runs when an agent manually clicks Analyze & Suggest. There is no automatic background processing.
Are internal notes included in the AI analysis?
Yes. The AI reads all comments on the ticket, including internal notes, to build the most complete picture of the issue. This means the suggested next steps take into account any behind-the-scenes discussion your team has had.
Does regenerating count as a separate use?
Yes. Each click on Analyze & Suggest or Regenerate counts as one AI request against your organization's daily allowance.
What if the suggested next steps are wrong or unhelpful?
The AI makes its best guess based on the text provided, but it does not know your product, your team's workflows, or any external context that is not written in the ticket. Use the suggestions as a prompt for your own thinking rather than a prescription to follow.