AI Features Overview
A summary of all AI-powered capabilities in Ticket0.
Ticket0 uses large language models at several points in the support workflow. All AI features can be enabled or disabled independently.
Classification
When a ticket arrives, AI automatically:
- Assigns a topic tag (e.g. "billing", "shipping", "bug report")
- Estimates an urgency score
- Flags sensitive content (threats, complaints about named individuals)
Classification runs even if all other AI features are disabled — it's used for routing and reporting.
Draft replies
AI reads the ticket and your knowledge base, then generates a suggested reply. The draft appears in the reply editor pre-filled. Agents can edit, approve, or discard it.
Drafting is controlled by a confidence threshold: if the AI's confidence in the draft is below the threshold, drafting is skipped and the ticket lands with an empty reply box.
Knowledge base retrieval
All AI features are grounded in your knowledge base. The AI retrieves relevant articles using semantic search before drafting replies. Keeping your knowledge base up to date directly improves AI quality.
Spend caps
Each workspace has a configurable monthly AI spend cap (in USD). When the cap is reached, AI features are paused for the rest of the month. Alerts are sent at 80% and 100% of the cap.
See AI & BYOK for provider key setup and Confidence thresholds for tuning draft thresholds.