Response origin and AI transparency
Tickessa assigns exactly one origin to each sent customer reply, explaining how the text was created and which human review occurred.
Three origins
| Label | Meaning |
|---|---|
| Written by a person | A team member wrote the reply without adopting an AI draft. |
| AI with human approval | A person adopted and reviewed an AI draft before sending. |
| Automatic AI | AI sent the reply without individual human review. This mode is disabled by default and on the reference installation. |
A reviewed AI draft is never incorrectly described as entirely human-written.
What is stored
An immutable record accompanies the message. Depending on origin, it includes creator type, provider, model, prompt version, AI run, reviewer, approval time, human edits and the transparency version used.
Later project-text changes cannot alter previous records. Pre-0.8.0 outgoing messages were classified as human-written during migration unless other reliable AI evidence existed.
Email notice
Plain-text and HTML versions contain the same essential notice, including in clients that simplify HTML or only display plain text.
AI notices explain usefulness, human review and possible errors. Claims of being “100% error-free”, “guaranteed correct” or inherently more accurate are rejected during configuration.
Edit texts per project and language
Under Settings → Email texts, choose a project and language to edit:
- Human-written reply notice.
- Human-reviewed AI notice.
- Automatic AI notice.
- Public information-page title.
- Detailed explanation of AI use.
Saving creates a new language-specific template version. Keep wording short, factual and readable. Do not promise perfect accuracy or conceal the human-review status. See Languages and email templates.
Public information page
An enabled project portal can explain operation, review levels and limits at /hilfe/{project}/ki-transparenz. AI-labelled emails can link there when the portal is enabled.
The page contains no tickets, user data, provider secrets or internal review notes. The reference portal remains disabled.
Personal review of an automatic reply
An explicitly enabled automatic AI reply also includes I would like a personal review. The link first opens a safe confirmation page; merely opening it cannot let a mail or virus scanner request review. A normal email reply is an equivalent fallback.