AI & BYOK
AI Feature Toggles and Spend Caps
Enable or disable individual AI features and set budget limits.
Each AI feature in Ticket0 can be turned on or off independently. Go to AI Agent → Features to manage them.
Available toggles
| Feature | Default | Description |
|---|---|---|
| Auto-triage | On | Classifies each inbound ticket (topic, urgency, sentiment, escalation flag, churn risk). The signals drive inbox filtering, routing rules, and the data shown on each ticket. |
| Draft replies | On | Generates a suggested reply for each ticket during the processing window and pre-fills it in the composer when the operator opens the ticket. |
| Auto-reply | Off | When enabled, the AI sends its own replies without operator review — but only when the confidence score meets the threshold below. Below threshold, the draft is still produced and waits for the operator. Starts off by design: admins opt in once they've reviewed enough drafts to trust the quality. |
| Auto-reply threshold | 85 | The confidence score (0–100) the draft must hit for auto-reply to fire. Only applies when Auto-reply is on. Tune per-category too — see Confidence thresholds. |
| Similar tickets | On | Searches past resolved tickets by semantic similarity and shows matches in the right sidebar of each ticket. Used for pattern matching and as a signal into draft quality. |
| Translation | Off | Detects the customer's language and translates inbound messages + outbound drafts so operators can work in their own language. Off by default — turn on if you handle multi-language support. |
| Knowledge retrieval | On | Grounds AI drafts in your knowledge-base articles. The retrieved articles are passed to the draft prompt as context. |
Spend caps
Set a workspace-wide monthly cap to prevent runaway AI costs:
- Go to AI Agent → Spend
- Enter a USD amount
- Choose an alert threshold (default: 80%)
When the cap is reached, AI features pause for the remainder of the billing month. Tickets continue to arrive and agents can reply manually.
Spend caps apply to BYOK usage tracked by Ticket0. If you set limits directly in OpenRouter or your provider's console, those limits apply independently.