AI on tickets and leads

These AI tools require Pro or above and working AI access for the workspace. See AI setup for included-provider and own-key options.

Beyond configuring settings, the AI works the day shift with you. Everything here lives inside the screens you already use, there is nothing separate to open.

Summarize a long ticket

Before summarizing a long repair for a customer, review its conversation, Internal notes, and the Activity log in the Ticket panel. Use Tools → Draft a reply in the message composer to prepare an update from the ticket, then check the draft against the recorded work and outstanding items.

Draft customer updates

In the ticket’s message composer, open Tools → Draft a reply to draft an update based on what actually happened on the ticket: status, notes, money. Tools → Polish cleans up something you wrote yourself. The draft lands in the composer for you to edit and send, nothing goes out on its own.

Teach it your voice

Tools → Drafting rules in the composer stores standing instructions for how your drafts should sound, for example “always include the portal link, never promise a specific day, sign off as The Bench Team.” Those rules guide future drafts; review each draft before sending it.

Auto-categorize intake

With auto-categorization enabled, AI can suggest a repair category from the customer’s description. Queue routing requires a saved category-to-queue mapping. A suggestion changes the record only when the workflow applies it to a saved ticket; review the resulting category and queue.

Lead replies and summaries

On a lead, the AI can draft the reply (“quote them the usual tablet glass price and offer the Saturday slot”) and show a summary under AI summary in the customer context column at the far right. Open that column with » and review the summary against the conversation. See Lead capture and the widget for where leads come from.

Configured widget auto-responses are separate from manual drafts. With AI replies and the relevant auto-response channel enabled, a reply can send automatically. Email needs a configured sending channel; texts need a connected provider, an eligible number and customer consent.

Review and data handling

• Manual drafts land in the composer for staff to review and send. Configured lead auto-responses follow the settings above.
• The setup assistant lists changes in its reply. Open the affected settings to check the result.
• Relevant request and ticket context, including recorded notes and messages, goes to the selected AI provider. Review that provider’s terms and your shop’s data policy when enabling the connection.