The Ticket List supports various AI functions that can be customized to the specific needs of your company. First, you must select which AI provider to use. For example, you can select a specialized provider. The default provider is preset. Each of these features can also be disabled, which removes the respective AI buttons from the interface.

Note: The messages will be sent to your AI provider. If you are not using a local AI model of your own, make sure that your publicized data protection agreement allows for this.

• Use default AI provider: Uses the default provider if checked (default).
• Select AI provider: Select a different AI provider.
• Source of suggestions: With the options Other Tickets, Knowledge Base, or Both you can decide which sources should be used to generate suggestions from.
• Number of entries from the source(s): Determines how many found entries are used as context when generating suggestions. It is recommended to keep this value at 2 to keep the context under control and avoid excessive token usage.
• Extra instructions for the AI: Optional text added to the system prompt. Use this to tune the AI answer to your company's tone or provide additional information about your company.

The Ticket List provides four AI functions. Each is available at a specific place in ticket processing. The overview below describes what each function does and where to find it in the interface.

Suggests a reply to the current ticket based on information in the ticket system, e.g., similar tickets or knowledge base entries, depending on configuration. The function is only available when you are writing a reply to an email that was received in the ticket - i.e., when you have chosen Start new E-Mail with Quotation on a conversation step and are in the edit area for the email reply. See Ticket action for ticket steps for details. The button does not appear in the ticket header.

Note: A full GPT-5 model or equivalent should be used. Depending on the input, a single interaction with the bot will likely cost anywhere from a cent to a few cents.

Creates a comprehensive overview of the ticket and its status. The button is in the header of the opened ticket and is labelled Summarize Ticket with AI; it is visible when the AI plugin is active and an AI provider is configured. For the full ticket view see Ticket.

Note: A GPT-5 mini model or equivalent is sufficient. A single interaction with the bot summarizing a medium-sized ticket will likely cost anywhere from a tenth of a cent to a cent.

Prepares a new entry for the Knowledge Base; the AI summarizes the relevant information from the ticket. The function is available in the Options menu in the ticket header as Save as Knowledge Base Article with AI.

Note: A GPT-5 mini model or equivalent is sufficient. A single interaction with the bot preparing a new Knowledge Base entry for a medium-sized ticket will likely cost anywhere from a tenth of a cent to a cent.

During ticket processing, you can have the AI rephrase or improve your text. The option appears when editing text - e.g., when composing an email reply or creating an editing step.

Note: A GPT-5 nano model or equivalent is sufficient. A single interaction with the bot to rewrite a medium-length text will likely cost anywhere from hundredths of a cent to tenths of a cent.