AI features

The most-used AI feature in SupportCraft AI. Open any ticket and look at the right-hand panel — you'll see the AI Assistant section with an AI Generate button.

Click it to generate a full draft reply. Before generating, you can choose a tone:

• Professional — clear, neutral, business-appropriate (default)
• Friendly — warm and conversational
• Empathetic — acknowledges frustration before solving
• Concise — short and to the point
• Formal — formal language and structure

The AI reads the entire ticket — the customer's original message, any previous replies in the thread, and any matching articles in your knowledge base — to write a contextual, accurate response. Click Use to insert it into the editor, then review, edit if needed, and send.

Already have a draft but want to polish it? The Improve tab in the AI assistant panel lets you refine existing text. Type or paste your draft into the reply editor, then open the Improve tab and choose an action:

• Improve — general quality improvements: clarity, grammar, flow
• Shorten — trim to the essentials without losing meaning
• Expand — add helpful detail to a brief draft
• Formalize — raise the language register for enterprise customers
• Simplify — plain language, shorter sentences, no jargon

Long ticket threads are hard to scan. Click Summarize in the AI assistant panel to get a concise overview of the whole conversation. The summary includes:

• A short summary of what the customer needs and what has been discussed
• 2–4 key points from the thread
• A suggested next action for the agent

This is especially useful when picking up a ticket someone else started, or returning to a ticket after some time away.

When a new ticket arrives, SupportCraft AI can automatically read the subject and first message and suggest a category for it. This keeps your ticket list organised without agents having to manually categorise every inbound request.

Agents can always override the auto-assigned category from the ticket info panel.

The Analyze panel (in the right-hand sidebar of any ticket) lets you run a full AI analysis of the ticket with one click. The result includes:

• Suggested priority (Low / Medium / High / Urgent) with a confidence score
• Suggested category
• Suggested tags
• Customer sentiment — whether the customer sounds positive, neutral, frustrated, or satisfied

Click Apply all to apply the suggested priority, category, and tags to the ticket in one action. Or review and apply individual suggestions.

Available on Business and Agency plans, AI Suggested Responses provides quick-pick reply options for common ticket patterns. Unlike the full Reply Draft, suggested responses are short, targeted snippets — useful when a ticket only needs a brief acknowledgement or a standard answer.

Monitoring your AI usage

Go to AI Platform in the main sidebar to see how many AI calls your workspace has made this month, broken down by feature. Each plan has a monthly call quota. If you reach your limit, AI features pause until the next billing cycle — or you can upgrade your plan.