> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bubblav.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Internal Tickets Knowledge

> Use your resolved customer support tickets as a knowledge source for your AI chatbot.

# Internal Tickets

<Note>
  This feature is available on **Pro+** plans.
</Note>

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.

## 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.

## 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.

## 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.

## Privacy & Security

<Warning>
  All PII (Personally Identifiable Information) such as credit card numbers constitutes sensitive data and is automatically redacted before the ticket is used for training.
</Warning>

The system uses advanced PII detection to remove sensitive data like credit card numbers from the ticket content before embedding it.