AI support tools: thread summaries, reply suggestions, and KB draft generation

Three AI tools are now available inside the admin support portal, designed to reduce the time it takes to respond to tickets and turn resolved conversations into self-service content.

All three are review-first — AI generates a draft, you edit and act. Nothing is auto-sent or auto-published.

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AI thread summary

Reading a long support thread before you can reply used to mean scrolling back through ten messages to understand what was asked and what was tried. The thread summary button in the ticket detail sidebar does that in one click.

The summary covers:

• The core issue the customer reported
• What has been tried or established in the conversation so far
• The current status and what the likely next step is

Summaries are generated on demand and are not stored — they're a scratch tool for getting up to speed fast. Internal notes are included as context but are never quoted back to the customer in generated output.

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AI suggested replies

Two reply modes are available from the ticket sidebar:

Short reply — a concise, direct response suitable for a quick acknowledgement, a status update, or a straightforward answer to a simple question.

Detailed reply — a longer response that walks through the issue, provides step-by-step guidance, or covers multiple points raised in the thread.

The suggested reply is inserted directly into the composer. Edit it before sending — the AI output is a starting point, not a final draft. Reply suggestions are scoped to the actual ticket context and are generated fresh each time.

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KB draft generation from resolved tickets

When a ticket is resolved or closed and the underlying issue would make a useful Knowledge Base article, the Generate KB Draft button appears in the ticket sidebar.

One click sends the ticket thread to AI, which:

1. Identifies the core problem and solution
2. Writes a structured article with a title, excerpt, introduction, and step-by-step body
3. Selects the most appropriate KB category
4. Suggests relevant tags
5. Saves the result as a Draft article in the Knowledge Base

The draft is always saved with status Draft and is never published automatically. It appears in the Knowledge Base admin page with an AI Draft badge so editors can find and review it. From there you can edit the content, adjust the category, publish it when ready, or delete it if it's not needed.

Privacy controls built in: customer names, email addresses, and organization names are replaced with generic labels before the thread is sent to AI. Internal notes are included only as context — they are never quoted verbatim in the generated article.

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Where to find these tools

All three AI tools appear in the right-hand sidebar of the admin ticket detail page (/admin/support/[ticket-id]):

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Plan availability

These tools are available to SUPER_ADMIN users. They require the Pro plan AI configuration to be active.

Customer-facing support and ticket submission remain available on all plans.