osTicket User Guide

This guide is for the agents who work tickets in osTicket with Flexivity AI.

What is Flexivity AI?

Flexivity AI is an AI-powered add-on that works inside osTicket. It resolves the tickets it can answer by talking to your customers directly, and it helps you with the rest by putting the context and a drafted reply in front of you. There is nothing to install or configure on your side: your administrator connects osTicket and sets the rules.

It has three capabilities.

Progressive Autonomy

Each ticket is handled at one of seven levels, from Ignore to Resolve. At Assist, the default, the AI drafts a reply and you decide whether to send it. At Reply, Clarify and Resolve, it answers the customer itself, and hands the ticket to you when it should not go on. Your administrator’s rules choose the level for each kind of ticket, using attributes the AI records, such as topic and sentiment. Answers come only from your knowledge base.

Customers can also ask your published FAQ articles directly, through the KB AI Search box on your public osTicket pages.

See Progressive Autonomy for what each level looks like on a ticket.

AI Agent Assist

The Flexivity AI panel sits on the ticket page, between the ticket details and the thread. It has three parts:

• Take Action: what needs you, such as a draft reply or a ticket the AI handed over, and what the AI is doing on the ticket.
• Context: the customer’s sentiment, a summary of the conversation, the ticket’s attributes, matching knowledge base articles, and similar past tickets.
• Activity Log: what the AI did on the ticket.

See AI Context for how each part of Context is filled in, and how to ask for it.

Analysis

The Knowledge Builder finds the questions your FAQ articles do not answer, and drafts the missing articles for your administrators to review and publish. Feedback shows how well the AI is doing.

See Capabilities for all three in full.

In this guide

• Progressive Autonomy: the seven levels, and what you see at each
• AI Context: sentiment, summary, attributes, knowledge and similar tickets
• Feedback: rating the AI’s work
• Knowledge Builder: finding gaps and drafting articles
• KB AI Search: the search box on your public pages

Don’t see the panel?

If there is no Flexivity AI panel on the ticket page, ask your administrator to check that the Flexivity AI plugin is installed, active and connected.