AI Assistant — Overview
The AI Assistant in the HelpDesk customer portal is a chat in the bottom right corner of the screen that answers questions from the knowledge base, shows the status of your tickets and helps you create a ticket or add a comment; its answers are generated by artificial intelligence.
Where to find the AI Assistant
If your portal has it enabled, there is a round chat button in the bottom right corner. The ticket detail also has an AI button (Ask AI about this ticket) — the chat opens with the context of that ticket. The AI Assistant is part of the HelpDesk Business and Enterprise plans.
What the AI Assistant does for you
- searches the Knowledge Base for guides and answers and lists them as Sources with links,
- shows the status of your tickets — status, priority, assignee and comments,
- lists your tickets by status or priority,
- creates a ticket from your description,
- adds a comment to your ticket.
It works with the same data you see in the portal — your tickets and the articles intended for customers.
How to use it
- Click the chat button in the bottom right corner.
- Type your question or request in your own words.
- Each reply is labelled AI Assistant; below the chat header there is a permanent notice Answers are generated by AI.
- Click a link under Sources to open the article or ticket.
The conversation is saved — next time you can pick up where you left off. Start a new one with the + button (New conversation) in the chat header.
Consent and your data
The first time you use it, the AI Assistant asks you to accept the AI Assistant Service Terms (the ⓘ icon in the chat header). You can revoke your consent at any time under My Profile in the AI Assistant section or with the Revoke AI consent link at the bottom of the chat; when revoking, you choose whether your conversations should be deleted.
Important: Answers are generated by artificial intelligence from the knowledge base — check important information. If the assistant cannot find an answer, it says so; then create a ticket.