The settings and features in this section are for the AI Assistant used in ticket channels.

The specified channels for tickets include requests received via e-mail.

The adjustments made here determine how your AI Assistant will respond to and handle e-mail-based tickets.

When you open the Ticket AI Assistant page, you must first activate this feature.

Once the feature is activated, you can turn each of the available options on or off individually based on your needs.

You can adjust the status of each feature according to your preferences and define how your AI Assistant will behave when handling e-mail tickets.

When the feature is activated, a field will appear at the bottom.

In this field, you can write how you would like to give instructions to your AI Assistant.

Based on these instructions, the AI Assistant will respond to and process tickets accordingly.

The Ticket AI Assistant will operate according to the settings in this section when it receives positive feedback at the end of a ticket or when the “AI Was Helpful” button is clicked.

If you enable the “Add Closing Tag” option, the AI Assistant will add a closing tag relevant to the subject of the ticket.

If you enable the “Add Closing Note” option, the AI Assistant will append a note summarizing the ticket’s subject and resolution at the end of the ticket.

This way, if the ticket is reopened, you can quickly see what was discussed with the person and what solution was provided.

The “Action” section cannot be modified by the user; the AI Assistant will automatically close the ticket.

The Ticket AI Assistant will operate according to the settings in this section when it receives positive feedback at the end of a ticket or when the “AI Was Helpful” button is clicked.

If you enable the “Add Closing Tag” option, the AI Assistant will add a closing tag relevant to the subject of the ticket.

If you enable the “Add Closing Note” option, the AI Assistant will append a note summarizing the ticket’s subject and resolution at the end of the ticket.

This way, if the ticket is reopened, you can quickly see what was discussed with the person and what solution was provided.

The “Action” section cannot be modified by the user; the AI Assistant will automatically close the ticket.

In the “Automatically Close Abandoned Conversation” option, you can set how long the AI should wait before closing a ticket when there is no response from the customer.

This way, unanswered tickets will be closed automatically, making ticket management more organized.

💡When setting the Automatically Close Abandoned Conversation duration:

• Minimum duration: 1 minute

• Maximum duration: 3 days

• Within this range, you can choose the desired duration to ensure that the ticket is automatically closed if no response is received from the customer.

In this section, you can configure which channels the AI should respond to tickets from.

For example, if you want the AI Assistant to respond to tickets received from specific e-mail addresses, you need to select the relevant channels here.

💡For example, the “Furkan” channel in the list represents the e-mail channel.

In this way, you can easily see which channel belongs to which platform and correctly select the channels the AI should respond to.