AI Context

Context answers one question: what should I know before I answer this? It is open by default, with 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	Yes	Yes
Related tickets	No	No	Automatically when no article matched, otherwise on request	As Assist

The levels are described in Progressive Autonomy.

Sentiment

How the customer feels, shown in the Context header as Sentiment: and a coloured dot, so you see it even with Context collapsed. It is one of the AI’s attributes, recorded on every ticket unless your administrator has switched it off, and it is updated as the customer writes.

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 customer writes again after an automated reply and the ticket comes to you, the summary is brought up to date. While the AI is talking to the customer at Clarify or Resolve, it is not rewritten after every message.
On demand: Refresh writes it again from the whole conversation. The button reads Up to date when there is nothing new to include. You can refresh twice a minute.

Some tickets get no summary: Ticket is too short for a useful summary, or Nothing customer-facing to summarize yet. On Ignore and Label tickets there is no summary, and none can be requested.

Rate a summary with 👍 or 👎. See Feedback.

Attributes

The values the AI recorded for the ticket, such as its topic, product or urgency. They are worked out on every ticket, at every level, and updated as the conversation goes on.

Correct a value by choosing another from its list. It saves at once, and the old value is shown beside it as was …. Your value wins: the rules use it the next time the ticket is processed, and your administrator can see how often the AI was corrected.
Attributes written to a Zendesk ticket field are not listed here. Change them in the ticket’s own field, and Flexivity treats that as the correction.

Knowledge

The knowledge base articles that match the ticket, with links. They are what the AI’s answers are built from.

Automatically: whenever the AI drafts or sends a reply, at Assist and above. During a conversation at Clarify or Resolve, they stay as found at the start, so a hand-over shows you what the AI worked from.
On demand: Search the knowledge base finds the articles that match the ticket, when they are not already shown. It works on tickets where the AI drafted or sent a reply, at Assist and above. On Ignore, Label and Gated tickets, where nothing was searched, the section reads No knowledge base article matched this ticket.

When no article covers the ticket, that is recorded as a gap for the Knowledge Builder.

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: when no knowledge base article covers the ticket, related tickets are shown under No knowledge base article covers this ticket.
On demand: Find related tickets looks for them, showing up to three. It works on tickets where the AI drafted or sent a reply, at Assist and above.