Are you using our new AI features yet?

We've rolled out several AI features over the past months, and we're curious how they're landing with your team.

AI Incident Categorization. Tickets reach the right team, correctly categorized and prioritized, automatically. No more scrolling through 23 categories to find the right one.

AI Incident Summarization. Picking up a complex ticket? AI summarizes the issue, the solutions already tried, and the current status — so you're up to speed immediately instead of reading through a full ticket history.

AI Answer Assistant pulls a ready-to-use draft from your knowledge base straight into the incident card. Click Respond, and you get a suggested answer based on the matching knowledge item. You stay in control — review it, tweak it, and send when you're happy with it. No more opening a separate tab, searching for the right knowledge item, and rewriting it from scratch every time.

AI Knowledge Item Generation turns a solved ticket into a draft knowledge item in seconds. You review it, you publish it — even if documenting has never been your thing.

AI Search lives in the new Self-Service Portal. It lets your end users search in their own words instead of guessing the exact keywords. Someone typing "VPN not working from home" gets the knowledge items that actually answer that question. Fewer dead ends, fewer avoidable tickets. It's available on the Engaged plan and needs the new SSP switched on.

AI Writing Assistant helps you polish what you write. Drop in a rough draft, a few bullet points, or a full reply, and it cleans up grammar, clarity, and tone in seconds. You'll find it in both the incident card and the knowledge base — handy if writing isn't your strong suit, or if English isn't your first language.

AI Translation lets you read any ticket in your own language with one click.

So, have you tried any of these yet? What's working well for your team? Any tips, surprises, or things you wish worked differently? Share your experience below, we'd love to hear it.