Ai Support

• Analyze new tickets for category, sentiment, priority, and spam in a background job when tickets are created, depending on which features are enabled.
• Suggest related knowledge base articles from the Knowledge Base extension in that same ticket panel if enabled.
• Support multiple providers: OpenAI, Anthropic, and Gemini, with model selection, encrypted API keys, connection testing, custom instructions, and a monthly budget cap in Settings.
• Track token usage and estimated cost in usage logs. So in practical terms: it helps agents triage tickets faster, draft replies, summarize threads, suggest tags/articles, and keep AI spending under control.

It drafts responses, but it does not automatically send replies for employees.