AI Context
Context answers one question: what should I know before I answer this? Click Flexivity AI on the ticket page to open it. It has the same five parts on every ticket: Sentiment in its header, then Summary, Attributes, Knowledge and Related Tickets.
Some parts are filled in on every ticket. Others cost more to produce, so they are filled in when the AI drafts a reply or hands a ticket to you, and otherwise when you ask.
At a glance
| Ignore, Label | Gated | Assist | Reply, Clarify, Resolve | |
|---|---|---|---|---|
| Sentiment | Yes | Yes | Yes | Yes |
| Attributes | Yes | Yes | Yes | Yes |
| Summary | No | Yes | Yes | When the ticket arrives, and on hand-over |
| Knowledge | No | No | On request | On hand-over, otherwise on request |
| Related Tickets | No | No | Yes | On request |
The levels are described in Progressive Autonomy. The panel does not update while it is open: reload the ticket to see new results.
Sentiment
How the customer feels, shown in the Context header as Sentiment: and a coloured dot. It is one of the AI’s attributes, recorded on every ticket unless your administrator has switched it off.
Summary
A short account of the whole conversation: the issue, what has been tried, and where it stands.
- Automatically: when the ticket arrives, at every level except Ignore and Label.
- On escalation: when the AI hands the ticket to you, or the customer writes again after an automated reply, the summary is brought up to date.
- On demand: Refresh summary writes it again from the whole conversation. After Requested, reload the ticket in a few seconds to see it. The button reads Summary is up to date when there is nothing new to include. You can refresh twice a minute. It needs version 2.5.16 or later of the Flexivity AI plugin.
Some tickets get no summary, with the reason shown, such as The ticket thread is too short to provide a useful summary. On Ignore and Label tickets there is no summary, and refreshing does not produce one.
Rate a summary with 👍 or 👎. See Feedback.
Attributes
The values the AI recorded for the ticket, on one line, such as Sentiment: Concerned; Urgency: High. They are worked out on every ticket, at every level.
Attributes written to an osTicket field, such as the help topic, are not listed here: they are in the ticket’s own fields. To correct one, change the field in osTicket. Flexivity treats your value as the correction, and the rules use it from then on. Attributes kept only in Flexivity cannot be corrected from the panel.
Knowledge
The knowledge base articles that match the ticket, with links. They are what the AI’s answers are built from.
- On escalation: when the AI hands a ticket to you, the section lists the articles it used.
- On demand: Search the knowledge base finds the articles that match the ticket. It reads No articles matched this ticket when none do. It works on tickets where the AI drafted or sent a reply, at Assist and above; elsewhere it reads Nothing has been analysed for this ticket yet.
When no article covers a ticket the AI tried to answer, that is recorded as a gap for the Knowledge Builder.
Related Tickets
Past tickets like this one, with links, to show how your team handled something similar. They are for reference only. The AI never answers from them, because a closed ticket shows that someone stopped working on it, not that the fix was right.
- Automatically: at Assist, alongside the draft reply.
- On demand: Find similar tickets. It reads No similar tickets found when there are none. Like the knowledge search, it works on tickets where the AI drafted or sent a reply.
Note: A ticket showing No AI information for this ticket yet has not been processed, and has no buttons to request anything.