Set up the Support Desk AI agent

Choose a reply mode

Open Settings → AI Agents → Support.
Choose the reply mode for your team. Draft prepares a suggested reply for staff to review and send. Auto-send sends qualifying replies according to your escalation threshold. Disabled turns off Support AI replies.
Add any custom support instructions your team uses, such as when to escalate a ticket. Save your settings.

Test on a sample ticket

Start in Draft mode. Open a sample ticket linked to a test customer and review the suggested reply. Check that it uses the ticket history and relevant knowledge base articles before enabling automatic replies.

Self-learning from Support tickets

When Inbox → Settings → AI Learning is ON, resolving/closing a Support ticket that has a human agent reply extracts FAQ suggestions into the same review queue as inbox learnings (Settings → AI Agents → Knowledge Base).

AI-only tickets (no human reply) are skipped — we learn from staff answers, not bot chatter
Suggestions stay pending unless auto-approve is enabled

Tips for better answers

Keep customers linked on tickets (email/phone match) so 360 + memory load
Turn on Inbox → Settings → AI Learning so Support resolutions grow the FAQ KB
Review pending FAQ suggestions regularly — approve good ones so the agent stops reinventing answers
Put site-specific procedures in the knowledge base (power/fibre/site SOPs)
Use Support custom instructions for tone or escalation rules unique to your team