osTicket User Guide
Welcome to the Flexivity AI user guide for osTicket. This guide is written for helpdesk agents, technicians, customer service representatives (CSRs), and staff who work with tickets every day. Whether you are new to Flexivity AI or just need a refresher, you will find everything you need here.
What is Flexivity AI?
Flexivity AI adds intelligent features directly into your osTicket interface. When you open a ticket, you will see AI-powered tools that help you work faster and resolve issues more effectively. Everything runs in the background — there is nothing extra to install or configure on your end.
Features at a Glance
Flexivity AI provides six main features:
AI Summaries
Every ticket gets an automatically generated summary that gives you a concise overview of the ticket history and key details, including a customer sentiment indicator. Instead of reading through a long thread of messages, you can quickly understand what the ticket is about and where things stand.
Recommended Resolutions
When you open a ticket, Flexivity AI searches your team’s past tickets to find similar issues that have already been resolved. These recommendations appear alongside the ticket and include a similarity score so you can judge how relevant each suggestion is.
Learn more about Recommendations
Feedback
Every AI summary and recommendation includes simple thumbs up and thumbs down buttons. Your feedback helps administrators and the Flexivity AI team monitor AI quality and make targeted prompt adjustments. It only takes a second and makes a real difference over time.
AI Classification
When a new ticket arrives, Flexivity AI can automatically assign it to the right help topic based on past ticket patterns. If the confidence is not high enough for auto-assignment, it shows ranked suggestions that you can apply with a single click.
Learn more about AI Classification
Knowledge Base Analysis & Authoring
Flexivity AI analyzes your resolved ticket history to identify gaps in your knowledge base and generates draft FAQ articles to fill those gaps. Administrators can review, edit, and publish these drafts directly to osTicket.
Learn more about KB Analysis & Authoring
Knowledge Base AI Search
A floating search widget on your public-facing osTicket pages lets end users ask questions and get AI-generated answers drawn from your published FAQ articles. This helps users find answers without opening a ticket.
Where Do These Features Appear?
Most Flexivity AI features are displayed directly on the ticket detail page in osTicket, immediately below the ticket headers and before the thread. You do not need to navigate to a separate tool or dashboard. When you open a ticket, look for the Flexivity AI panel — summaries, recommendations, classification suggestions, and feedback buttons are all right there.
By default, both the summaries and recommendations sections are collapsed. Simply click the section heading to expand or collapse it again.
Knowledge Base Analysis & Authoring is managed from the Flexivity AI administration console, where administrators can review generated draft articles and publish them to osTicket. Knowledge Base AI Search appears as a floating search widget on your public-facing osTicket pages (knowledge base, home page, and ticket submission form), visible to end users rather than agents.
Do Not See These Features?
If you do not see AI summaries, recommendations, classification, feedback buttons, KB analysis, or KB search on your tickets or osTicket pages, the Flexivity AI plugin may not be enabled for your osTicket instance. Contact your system administrator to check whether the plugin is installed and configured.
Tip: Flexivity AI features are controlled by your admin. They can enable or disable individual features like summaries, recommendations, classification, KB analysis, and KB search independently, so you may see some features but not others.