AI assistant
A streaming chat assistant grounded in your knowledge base and announcements - it answers with sources, looks up your cases and files new ones after you confirm.
The AI assistant is a chat interface that answers questions using your
workspace's own content and gets things done for you. It's available to
every signed-in user under Ask the AI in the sidebar (/assistant).
What it can do
The assistant doesn't just chat - it works with real data in your workspace:
| Capability | What it does |
|---|---|
| Answer from the knowledge base | Searches published knowledge articles semantically and answers with sources, so you can verify every claim. |
| Surface announcements | Retrieves the currently active service announcements - useful during planned maintenance or an outage. |
| Look up your cases | Finds your cases and their status - scoped to what your role can see. |
| Draft and file a case | Turns your description of a problem into a draft case, and creates it only after you confirm. |
| Suggest follow-ups | Proposes sensible next questions, so you don't have to guess what to ask. |
Replies stream in as they're generated, so you see the answer take shape instead of waiting for it.
The assistant is RBAC-aware: it only sees what the logged-in user may see. A Member only ever reaches their own cases through the assistant, an Agent their assigned/own/covered cases, and an Admin or Owner all of them. See Roles & permissions.
Filing a case by chat
When you describe a problem, the assistant can propose a case. It shows you the draft - title, description, category, priority - before anything happens. You can adjust the details or cancel; nothing is filed until you explicitly confirm. Once you do, the case is created exactly as if you'd used the form, including notifications and the activity timeline.
Grounded, with sources
The assistant answers from your workspace's knowledge base and announcements - not from the open internet - so replies are specific to your organization. Answers cite the articles and announcements they're based on. If the knowledge base doesn't cover a question, the assistant says so rather than guessing; that's your cue to add an article - admins also see these misses aggregated in the knowledge gaps report (see Administration).
Your organization's voice
Admins configure a per-workspace AI profile - sector, business description, tone (professional, friendly, or casual), and custom instructions such as escalation rules. Every AI surface uses it: this chat, the website widget, and the AI tools agents use on cases. Eight sector presets (e-commerce, postal & logistics, IT helpdesk, HR, education, healthcare administration, facilities, generic) give new workspaces a solid starting profile.
Speaks your language
Retrieval is multilingual: the knowledge base can stay in one language, and a question asked in another still finds the right article. The AI profile's language policy decides how the assistant replies - in each user's own language (the default), or always in a fixed default language. A Spanish question against an English knowledge base gets a Spanish answer with the English article cited.
Privacy & hosting
The assistant is powered by Gemini on Vertex AI, hosted in the EU region. Conversations stay within your workspace; the assistant never reads data from another tenant.
Starter questions
If you're not sure what to ask, try things like:
- "How do I request access to the finance system?"
- "Is there any planned maintenance this week?"
- "Show me my open cases."
- "My laptop won't connect to the VPN - can you file a case?"
On your own website
The same assistant is available as an embeddable chat widget: one script tag on your organization's website lets anonymous visitors ask questions, see active announcements, and - if enabled - file cases, optionally after leaving an email address. Widget visitors get a deliberately restricted toolset: they can never look up cases. Cases filed through the widget land in the normal queues, tagged with the widget channel and the visitor's email. Admins configure the widget - allowed origins, theme color, welcome message, behavior - under Admin → Chat widget (see Administration).
Who can do what
| Action | Member | Agent | Admin | Owner |
|---|---|---|---|---|
| Chat, search the knowledge base, list announcements | ✓ | ✓ | ✓ | ✓ |
| Look up cases | own | assigned / own / covered | all | all |
| File a case via the assistant (after confirming) | ✓ | ✓ | ✓ | ✓ |
Cases (incidents)
File, track and resolve support tickets - statuses, priorities, SLA targets, the agent workspace, auto-triage, AI assist, comments, attachments, the activity timeline and reopening.
Rewrite with AI
A one-click button that turns rough notes into clear, polished wording - right on the text fields where your team writes, with a monthly usage cap.