The AI Ticket Assistant is a guided, chat-based workflow designed to streamline ticket intake, improve data quality, and enable user self-resolution. For agents and administrators, this process ensures tickets are created with clear, actionable, and IT-friendly data.
Key Goals:
Reduce the number of generic “Issue Not Listed” tickets.
Ensure accurate user, asset, and location data from the start.
Increase self-resolution through the "Help Me Solve" feature.
Permissions:
To utilize the AI Ticket Assistance, please ensure that the following permission option is enabled for the user.
AI Access | Enable AI Access | Allows users to interact with the AI Ticket Assistant.
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The AI Ticketing Assistance Flow
Starting a Ticket: Navigate to the dashboard and click the New Ticket button.
Describe the Issue: Provide a description and click ‘Submit’.
You can upload one or more images (via the paper clip icon) for the AI to analyze and describe the issue. The images uploaded will be attached to the ticket as well. Pasting images directly is not supported.
These images are used for analysis only and are not attached to the ticket at this time.
AI Workflow Steps: The AI will guide you through steps to refine the ticket, which may include:
Selecting a User: The AI determines if the request is for you or someone else. It consolidates student/device details and presents them for confirmation. If you are submitting a ticket on behalf of someone else, that user's information will appear in the "On Behalf Of" field on the submitted ticket.
Parents and guardians may submit tickets for their children. The AI identifies eligible users and asks the parent to select the correct student.
AI adheres to established permission protocols, mirroring the rules of the current ticket wizard. Users won't see or be able to search for individuals beyond their designated permissions.
To submit tickets on behalf of another user, individuals must possess specific permissions, namely List Users and Submit Tickets. Additionally, the target user must be within the user's approved Location scope. If the user lacks the List Users permission, the option to "Submit on behalf of" will not be visible.
Selecting an Asset: The AI validates related assets. You can choose the correct one or select “Find an Asset” to search by Serial Number or Asset Tag.
Selecting Ticket/Issue Type: The AI interprets your description (e.g., “My computer is busted”) and proposes matching issue types based on the district’s existing categories.
Verify the Location: You will be prompted to confirm the physical location of the issue.
Additional Required Info: Fill out any required custom fields marked with a red asterisk (*).
Review and Submission
The final step is a summary view that includes: Issue Type, Issue Description (AI-generated summary), Requestor, Location, Asset/Model, whether Sensitive Information is present, and Additional Information (Custom Field Responses).
Make a Change: Select ‘Make a Change’ to adjust any of the fields in the summary.
Submit: Select ‘Looks Good’ to create the ticket. Images uploaded during the chat are attached to the ticket upon submission.
Post-Submission: You can click ‘View Ticket’ or select ‘I Have Another Request’ to start a new process.
If more than three custom fields are configured, a "Show More" button will appear, displaying the number of remaining fields. When selected, it expands all additional fields inline, and selecting it again will collapse the overflow back to the default view.
Additional features or options that may be available during the AI Assistance Ticketing submission process.
Feature | Description |
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Duplicate Ticket Detection | Automatically intervenes after you select 'Looks Good' if a similar open ticket already exists for the same requester. You can choose to Add more info to the existing ticket or Continue submission if your issue is different.
If you choose to add more info, you can type it in the text box, and/or attach an image, submit, and the AI will add this info to the existing ticket.
Duplicate detection currently applies only to tickets submitted by the same requester. It does not yet detect similar tickets submitted by multiple different users (for example, multiple staff members reporting the same outage). |
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Help Me Solve | Offers guided, step-by-step instructions to resolve simple issues during the ticket submission (via chat) and after the ticket is submitted. |
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Manual Overrides | You can bypass the AI at the start (‘I’ll submit my own ticket’) or switch workflows mid-chat (‘Submit Ticket Manually’), which redirects you to the corresponding manual step with pre-selected fields retained.
Switching to the Submit Ticket Manually workflow will take you to the step you are currently on in the AI assistant workflow.
For example, if you have already selected an asset that you are having issues with in the AI chat, you will be prompted to confirm that you want to leave this page. After confirmation, you will be redirected to the corresponding manual flow step, where that asset will already be selected. |
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Non- IT Requests | Requests for Change Management, Facilities, HR, Events, or Resources are gracefully redirected to the appropriate traditional workflow.
If a user does not have access to submit a ticket within the Facilities module, the AI Ticket Assistant cannot redirect them to submit a Facilities ticket. In this case, the assistant attempts to interpret the request within the IT/Ticketing module or IT ticket types based on what the user is allowed to see.
If the issue cannot be confidently mapped to an IT issue, the user is guided to continue with a manual IT ticket submission. This behavior is driven by ticket type visibility and permissions - the AI assistant can only route users to modules and ticket types they are authorized to access. | 
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Thumbs Up 👍 / Thumbs Down 👎 | Displays the count of positive/negative feedback received for that AI interaction (if feedback was submitted).
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Admin/Agent View
All diagnostic and self-service steps taken by the user are registered in the Timeline section of the ticket. This allows the Admin/Agent to assess the situation fully and see what was attempted before it reached them.
Help Me Solve (Self-Service) Guidance
This feature provides guided, step-by-step instructions, accessible during chat ticket submission and after, to help users resolve simple issues independently before the ticket reaches an agent.
Self-Service via Chat (During Ticket Submission)
Help Me Solve steps are offered during the ticket submission chat with the AI Ticket Assistant. If a quick fix is available, the system will offer a resolution prompt. Accepting this prompt initiates the generation of automated troubleshooting steps.
Key Details
When it Triggers Via Chat: After the user, location, and issue type are confirmed.
Troubleshooting Steps: Resolution steps are generated based on past tickets and the district's knowledge base (KB) articles.
Exclusions: Not all issues will trigger steps (e.g., complex issues such as a broken or cracked screen).
After reviewing the suggested steps, users are asked to indicate whether the issue has been resolved. The available options may vary depending on the specific problem, which will affect how the ticket is processed. The image below shows some of the available options.
Self-Service via Ticket Details (Post-Submission)
Help Me Solve is also available on the ticket details page. If a quick fix is available, the system will offer a resolution prompt. Accepting this prompt initiates the generation of automated troubleshooting steps.
Key Details
When it Triggers: After the ticket is submitted.
Troubleshooting Steps Sources: Resolution steps are generated based on past tickets and the district's knowledge base (KB) articles.
Exclusions: Not all issues will generate steps (e.g., complex issues like a broken or cracked screen).
If no steps are available (for example, in cases requiring physical repair), the system will inform the user that a quick fix is not available and that an agent will follow up on the ticket.
After reviewing and trying the suggested steps, the user is asked, "Did we resolve the problem? Yes/No."
User Workflow and Ticket Status
This applies to both methods, chat ticket submission and after.
Scenario | User Action | AI Action | Ticket Status |
Resolved on Their Own | The user solves the issue while following the steps. | AI asks to close the ticket and closes it upon confirmation. | Changes from Submitted to Resolved with a closed reason as ‘Deflected’ in the timeline. |
Unresolved | The user selects 'No' to a suggested step. | AI proposes alternative solutions.
You may be prompted for a brief explanation of what went wrong and to close the thread. | Remains Submitted and proceeds to an agent.
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AI Ticket Assistant - Moderation and Guardrails
Content Moderation safeguards are designed to ensure the AI Ticket Assistant is used safely and appropriately. These safeguards protect users, administrators, and the platform by blocking unsafe prompts or images and preventing the submission or processing of harmful, inappropriate, or prohibited content before it can be converted into a ticket or processed by the system.
Trigger: Moderation is automatically applied when a user submits text prompts or uploads images, and it applies to both prompts.
Blocked Content: The system detects and blocks unsafe or disallowed content, including: weapons (e.g., knives, guns), violence, explicit material, and other prohibited or harmful content.
Action on Detection: If unsafe content is detected, the prompt is flagged, AI processing is halted, and the user is guided to either start a new conversation or submit a ticket manually.
Enforcement: Moderation decisions are immediate, cannot be bypassed by the user within the same thread, and are applied before ticket creation to prevent inappropriate content submission.
Administrative Review: Administrators can review this activity using the Chat Replay feature on the AI Admin page.