AI assistance in tickets
The AI assistance introduced in Tickessa 0.8.0 still produces suggestions only in the current 0.15.17 release. It cannot independently change a ticket or send an email. Adopting a draft only copies it into the normal reply editor; sending still requires the separate human action Send reply.
Global AI is off on support.wkfmn.de, no provider is configured, the installation budget is stopped and all tasks are disabled. The prepared interface does not currently process ticket content through an AI provider.
Available suggestions
| Action | Result | Ticket change |
|---|---|---|
| Classify | Category, explanation and confidence | Only after Apply |
| Suggest priority | Priority, explanation and confidence | Only after Apply |
| Summarise | Summary and missing information | Only after Apply |
| Find knowledge | Relevant approved sources | No automatic change |
| Draft reply | Subject, text and sources used | Copy into the reply editor only |
Generate a suggestion
- Open the ticket.
- Check Relevant knowledge sources. Without a suitable source, AI must not invent a solution.
- Confirm a salutation only when it is reliably known. Otherwise Tickessa uses neutral wording.
- Select the AI action.
- Review status, confidence, provider, model, sources and the prompt and context versions.
AI receives limited context: the subject, current external message, at most four earlier external messages and only server-approved knowledge sources. Contact addresses, internal notes, mailbox credentials and the unlimited full history are excluded.
The stored sample suggestion shows the draft and its knowledge source. Review both before adopting it in a reply.
Review a suggestion
Before adopting it, check:
- Are the facts, project, category and product version correct?
- Do the displayed sources support the specific claims?
- Are necessary follow-up questions included?
- Does it avoid invented promises, identities and deadlines?
- Do tone and salutation fit the contact and project?
- Is the stated uncertainty acceptable?
Classification and priority below their confidence thresholds cannot be applied directly. You can still edit the ticket manually.
Adopt, change or reject
- Apply uses an allowed category, priority or summary after your decision.
- Use in reply copies a draft into the editor without sending it.
- Reject marks a suggestion as unused.
- Editing an adopted draft is recorded as quality feedback without storing another complete text copy.
Send a draft
After adoption, a visible notice identifies the text as AI-assisted. Check the whole editor, recipient and project mailbox. Only Send reply creates the email.
Its origin is AI with human approval. A reply you write without adopting an AI draft is Written by a person. The automatic AI sending path added later is technically separate and remains disabled on the 0.15.17 reference installation.
Protection against manipulated content
Tickessa treats email text, quotes, links, filenames, attachments and even knowledge materials as untrusted input. Suspicious instructions, secret data, disallowed categories or invalid AI output safely stop a run. Links are not opened, and AI receives no browser, file, network or sending tools.
An AI error does not block manual ticket work. Status changes, notes and ordinary replies remain available.