AI assistant

Draft replies, refine them, and turn solved tickets into articles. Included in Pro and Enterprise.

Available on Pro and Enterprise plans

What it does

Draft a reply from the whole conversation, in the language your customer wrote in. The draft appears in the reply box for the agent to edit and send. You can add a line of guidance, such as “keep it short”.
Refine a reply before you send it: improve clarity, fix spelling and grammar, make it shorter, friendlier or more formal. It rewrites in the same language and does not add facts.
Turn a ticket into an article. The result is a Help Center draft with a title, a short description, tags and steps. Names, email addresses and order numbers are removed, and an agent reviews and approves it first.

Turn it on

The AI assistant is included in Pro and Enterprise. There is no API key to add and no AI vendor to choose.
Open Admin → Users, edit a team member, and switch AI assistant on.
That member now sees the AI button in the reply box.

Your monthly allowance

Every draft, refine or article uses one AI action. Pro includes 500 AI actions per agent each month and Enterprise 1,000. The whole workspace shares the total, so 10 agents on Pro share 5,000 a month. The allowance resets at the start of each month.

Plans. Starter does not include the AI assistant.
Free trial. A workspace on a free trial has 50 AI actions a month to try it.
Running low. Admins see a warning as the allowance runs low. When it is used up, the AI buttons stop until the month resets; everything else keeps working. A call that fails does not count.

Good to know

An agent decides. Nothing is sent or published until an agent approves it.
Only what the ticket says. The assistant does not invent prices, policies, refunds or deadlines. When something is missing it asks the customer for it or leaves a [placeholder] for you to fill in, and it never quotes internal notes.
It reads what the agent can read. It only uses tickets the agent could already open, and past replies on similar tickets guide tone and structure only, never facts.
Ticket text goes to an AI provider. When someone uses the assistant, the text of that ticket is sent to the AI provider nabudesk uses to produce the result. Customer ticket content is not used to train public generative AI models.
You can see how it is used. Admin → Activity log → AI assistant lists each call: who made it, which feature, the model, how much was used and whether it worked. The text of prompts and replies is not stored.

AI assistant

Draft replies, refine them, and turn solved tickets into articles. Included in Pro and Enterprise.

Available on Pro and Enterprise plans

What it does

Draft a reply from the whole conversation, in the language your customer wrote in. The draft appears in the reply box for the agent to edit and send. You can add a line of guidance, such as “keep it short”.
Refine a reply before you send it: improve clarity, fix spelling and grammar, make it shorter, friendlier or more formal. It rewrites in the same language and does not add facts.
Turn a ticket into an article. The result is a Help Center draft with a title, a short description, tags and steps. Names, email addresses and order numbers are removed, and an agent reviews and approves it first.

Turn it on

The AI assistant is included in Pro and Enterprise. There is no API key to add and no AI vendor to choose.
Open Admin → Users, edit a team member, and switch AI assistant on.
That member now sees the AI button in the reply box.

Your monthly allowance

Plans. Starter does not include the AI assistant.
Free trial. A workspace on a free trial has 50 AI actions a month to try it.
Running low. Admins see a warning as the allowance runs low. When it is used up, the AI buttons stop until the month resets; everything else keeps working. A call that fails does not count.

Good to know

An agent decides. Nothing is sent or published until an agent approves it.
Only what the ticket says. The assistant does not invent prices, policies, refunds or deadlines. When something is missing it asks the customer for it or leaves a [placeholder] for you to fill in, and it never quotes internal notes.
It reads what the agent can read. It only uses tickets the agent could already open, and past replies on similar tickets guide tone and structure only, never facts.
Ticket text goes to an AI provider. When someone uses the assistant, the text of that ticket is sent to the AI provider nabudesk uses to produce the result. Customer ticket content is not used to train public generative AI models.
You can see how it is used. Admin → Activity log → AI assistant lists each call: who made it, which feature, the model, how much was used and whether it worked. The text of prompts and replies is not stored.