AI triage reads a new ticket and can automatically set its type and/or priority, so nothing sits untyped or unprioritized before an agent looks at it — without ever overriding a choice a human already made.
Found under Settings → AI → AI features (owner-only).
Turn it on
- Click the gear (Settings) icon, then click AI in the left-hand nav.
- Make sure the AI features sub-tab is selected at the top of the page.
- Connect an AI provider first if you haven’t (see “Connect an AI provider”) — the two toggles below stay disabled, with a prompt to add a provider, until at least one key is saved.
- Under AI triage, check Auto-assign a ticket type when one isn’t set (e.g. email tickets) to have AI pick from your existing ticket Types (Settings → Tickets → Types) when a ticket arrives with none — for example, tickets created by inbound email, which have no type-selection step.
- Check Auto-set the priority based on the message to have AI set Low/Normal/High/Urgent priority from the message content on tickets no human has prioritized.
- Each checkbox saves immediately when you check or uncheck it — there’s no separate Save button for this section.
How it decides, and provenance
- AI only fills in a type when the ticket has none, and only sets a priority when no human has set one — it never overrides a type or priority you or a teammate chose by hand, on this pass or any later one.
- The type it assigns must match one of your existing active Types by name; if the model’s suggestion doesn’t match a real type, no type is set.
- Every ticket is re-evaluated for priority on each new customer message (up to 10 AI passes per ticket, a spend cap), so priority can still climb as a thread develops — but only until a human sets it explicitly, at which point AI stops touching it on future passes.
Edge cases
- Triage runs whether or not Instant Answers or ticket translation are on — it’s an independent pair of toggles.
- If you later add or rename Types, upcoming triage passes use the current list; a ticket already typed is not retroactively changed.
- Turning both toggles off stops future auto-assignment; a type or priority AI already set on existing tickets is left as-is.
Privacy: when either toggle is on, the ticket’s subject and thread — customer and agent-reply messages only; private notes and past AI summaries are excluded — are sent to your selected AI provider to classify.