The AI assistant on a case

Case analysis, “What's missing from the request?”, drafted replies and help-article drafts.

For Agents and Admins · Updated

The AI assistant tab helps you work a case faster. Everything there is a suggestion: “advisory only, nothing is sent or run”.

Case analysis

A summary, the likely cause and suggested next steps, with the model's confidence and when it was produced. Use Re-analyse case after new information arrives.

What's missing from the request?

Checks the request against the questions this kind of issue usually needs (for a VPN problem: the error message, the device, the network) and drafts a message asking for the rest.

Drafts

Using an AI draft puts it into the composer as an internal note. Nothing goes to the requester until you switch it to a reply and send it yourself.

Help article from a case

From a resolved case, AI can draft a help article from the fix. It is saved as a draft for you to edit and publish; it is never published automatically.

Asking for missing details automatically

The switch shows the last confirmed saved setting. Refresh automatic questions retries a failed load or save; an error stays visible and blocks further changes until settings have been confirmed.

An admin can let the desk ask for missing details on its own (see What AI may do). It then asks once, in fixed wording, before anyone replies.

  • What AI may do The limits on automation: the human-in-the-loop policy, automatic questions and connected tools.
  • The knowledge base Writing and publishing help articles, who can see them, approvals, imports and how articles are suggested.

Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.