AI Answer Assistant is now available. It brings your knowledge base into every ticket automatically, so your team stops writing the same answers from scratch, and every operator gives the response your team has already perfected.
The problem it solves
Your knowledge base has great answers in it. But actually, using them takes opening a separate tab, searching for the right knowledge item, hoping it comes up, reading through it, and rewriting it into a reply. By the time you've done all that, the next ticket has already come in.
New operators struggle most, they often don't know what's in the knowledge base yet, and when search fails them, they turn to Copilot or ChatGPT instead. The result: inconsistent answers, depending entirely on who picks up the ticket.
What AI Answer Assistant does
A new ‘Respond’ button appears in the incident card. Click it, and AI pulls a ready-to-use draft from the matching knowledge item in your knowledge base right there in the card.
Operators stay in control: the answer is a suggestion, not an automatic send. Review it, adjust it, and send when you're ready.
A note on your knowledge base
AI Answer Assistant is only as good as the knowledge behind it. If your knowledge base is thin or out of date, the suggestions will be too. The better the foundation, the better the answers.
If your knowledge base could use some work first, we've also just released the new Knowledge Base Explorer which makes organizing your knowledge a lot easier.
How to get started
Available in July on the Excellent plan. The button appears in the incident card, no additional configuration needed. Read more about the AI set up here.
What do you think?
Have you been relying on your knowledge base for ticket responses, or has it been gathering dust? We're curious how your team handles this today and whether Answer Assistant changes that. Drop your questions or experiences below.
