Ticket List

The Ticket List supports various AI functions that can be customized to fit your company's specific needs. First, you have to select which AI provider is to be used. By default, the standard provider is used. However, you may change the default to a more specialized provider.

Note: that 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.

The options are:

  • 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.

Using the Extra Instructions you can make fine adjustments to AI functions in the ticket list. Each instruction set is used as an addition to the system prompt and allows you to tune the AI answer to your company's tone. Also, you can provide additional information about your company.

The following AI contexts are supported:

  • Suggest: infers an answer to the current ticket, based up on information in the ticket system
    • 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.
  • Summarize: create a comprehensive overview of the ticket and its status
    • 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 tenths of a cent to a cent.
  • Knowledgebase Entry: prepares a new entry for the Knowledgebase
    • A GPT-5 mini model or equivalent is sufficient.
    • A single interaction with the bot, preparing a new Knowledgebase entry of a medium-sized ticket, will likely cost anywhere from tenths of a cent to a cent.
  • Rewrite: during ticket processing, you can rewrite your texts
    • A GPT-5 nano model or equivalent is sufficient.
    • A single interaction with the bot summarizing a medium-sized ticket will likely cost anywhere from hundredths of a cent to tenths of a cent.