AI features

Introduction

Zammad is getting even smarter! We are expanding Zammad's AI capabilities to help you manage support tickets even more efficiently. ✨🚀

INFO

The AI features have to be configured and activated by your administrator. If you can't see it, it is not configured. More information about how to configure and activate it can be found in the admin section.

Ticket summary

The ticket summary feature does what it says: it summarizes the ticket's content. This can be a huge time saver when dealing with large tickets and/or many hand-overs between agents.

If the feature is activated, a summary of the ticket is generated when the ticket got updated and you either open the ticket or open the summary sidebar tab of the ticket, depending on the configuration.

Depending on the configuration of your Zammad instance, the summary includes the following sections:

• Customer intent
• Conversation summary
• Open questions (optional)
• Upcoming events (optional)
• Customer sentiment (optional)

Writing assistant tools

The AI-powered writing assistant tools are designed to simplify and enhance your ticket response workflow while you create an article. To use such a tool, you first have to select text you want to apply the changes to. After that, click the Writing Assistant Tools button at the left side of the editor toolbar and choose one of the following tools, depending on what you want to perform.

WARNING

• Be aware that your text gets replaced when you select one of the text tools. If you are not satisfied with the result, try using the undo feature by pressing ctrl + z.
• Always double-check the response. Although the feature was carefully developed, there may still be minor problems in individual cases due to the nature of neural networks.

Zammad ships default writing assistant tools. The availability depends on the configuration of your Zammad instance. You might even have additional custom tools in case your admin added them.

• Expand draft into well-written section: Uses your draft as a base and tries to elaborate a proper text. It tries to add a structure and to enhance clarity and conciseness and removing misspellings and grammar errors. You can even use it by providing only basic information (e.g. via bullet points) and let the AI write the answer.
• Fix spelling and grammar: Proofreads your text and removes spelling and grammar mistakes.
• Summarize section to about half its current size: Shrinks your text while keeping the message and the tone of the text.
• Rewrite complex section and make it easy to understand: Removes unnecessary parts and rewrites your text in a clear and understandable way.

Knowledge base assistant

Knowledge base answer generation

This feature allows you to trigger an AI-based generation of a knowledge base answer from a ticket. This is useful if you often get similar tickets and want to quickly create a knowledge base article for such cases. Doing so helps you and your colleagues solve similar tickets more efficiently in the future. It might even reduce incoming ticket volume when customers can resolve their issues directly from the published knowledge base.

This feature is available in the Related knowledge section of the ticket sidebar. Click the Add AI draft button to trigger the answer generation.

Things to consider:

• The knowledge base answer is generated as draft and not published automatically.
• You are set as the answer's author.
• The answer is generated in the default language of your knowledge base.
• The answer includes a note in the content and a tag (ai-generated) about the AI generation.
• A link to the answer is added to the ticket from which you triggered the answer generation.
• The answer is created in a knowledge base category for which you have editor permissions. The AI chooses one of these categories.

If a similar knowledge base answer already exists, Zammad shows it in a dialog before creating a new one. This gives you the chance to review existing related answers to prevent duplicate submissions.

Knowledge base answer suggestion

This feature compares the ticket content against the knowledge base and shows relevant answers under Suggested knowledge if they meet the admin-configured score threshold. Each suggestion shows the title of the answer and more details on hover. An additional relevance score is only shown to users with the corresponding admin permissions. Click on the title to open the answer in the knowledge base. Click the ＋ on the right side which appears when hovering with the mouse to link it to the ticket.

If no suggestions are available, the message "No suggestions." is displayed instead.

AI agents

AI agents can be configured to work on certain types of routine tasks. In general, this feature operates behind the scenes but if configured, you may notice it in some situations (see examples below). In case your admin created a macro with an AI agent action, you can even run it manually. Ask your admin for details and have a look at the macro description in the advanced features page.

Ticket history

If an AI agent applied changes, you can see a ticket history entry telling you the name of the AI agent. If you notice ongoing issues with what the AI agent did, inform your Zammad admin. Example of a history entry of an AI agent:

Simultaneous work detection

AI agents which are currently working on a ticket are displayed like other agents in the live user section in the bottom bar. This helps to avoid duplicate work and losing unsaved changes. If you see an AI agent avatar, wait for a moment or head over to another ticket.

Avatar of AI agent:

Overview indicator

A running AI agent is indicated in the status column in overviews. The status circle changes to a blue/pink gradient circle: