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Internal Tickets

This feature is available on Pro+ plans.
You can leverage your solved internal tickets to train your AI chatbot. By enabling this feature, the AI can learn from previous customer interactions and resolutions, allowing it to provide more accurate and helpful responses to similar queries.

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Enabling Ticket Knowledge

To start using your tickets as a knowledge source:
  1. Navigate to the Knowledge Base & Tuning section of your website dashboard.
  2. Click on the Internal Tickets tab.
  3. You will see a list of your resolved support tickets.

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Auto-Embedding Tickets

You can configure the system to automatically embed new tickets as soon as they are resolved.
  1. On the Internal Tickets tab, toggle the Auto-embed resolved tickets switch to ON.
  2. Once enabled, any ticket marked as ‘resolved’ or ‘archived’ will be automatically processed and added to your knowledge base.

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Managing Individual Tickets

You can also manually control which tickets are used by the AI:
  • Embed: Toggle the switch next to a specific ticket to ON (or “Embedded”) to add it to the knowledge base.
  • Remove: Toggle the switch to OFF (or “Not Embedded”) to remove it.
  • Available to: Mark a learned ticket Copilot only to hide it from your visitor-facing AI Agent while keeping it available to your team’s Copilot — handy for tickets whose resolution steps should inform your team but not be surfaced to customers.

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Privacy & Security

All PII (Personally Identifiable Information) such as credit card numbers constitutes sensitive data and is automatically redacted before the ticket is used for training.
The system uses advanced PII detection to remove sensitive data like credit card numbers from the ticket content before embedding it.