Fyne AI for tickets

FyneDesk uses AI in several different ways. AI Organizer helps you decide what to work on next; Analyze & Suggest helps you understand one ticket; and Assist Me helps prepare a reply. Availability depends on your workspace settings, plan, permissions, and rollout.

Find work that needs attention

On the dashboard, open the AI view in Open tickets, or use the AI view on the Tickets page. AI Organizer ranks eligible open work and shows reasons for its assessment. Use All or Mine when you want the regular ticket list instead.

Organizer can assess tickets in the background. You do not need to open each ticket or click Analyze & Suggest to make it appear in the AI view. Its ranking is a recommendation, not a change to the ticket's status or assignee. Open a ticket to inspect the actual request before acting on it.

If a recommendation seems wrong, the ticket's Your AI Organizer panel lets you correct it with controls such as Important, Not noise, Mark as automated, or Dismiss. Some controls are unavailable for verified-urgent work. Refresh the panel to see its latest assessment.

When analysis is unavailableA ticket may show an analysis-pending, stale, or budget-limited state. That does not mean the ticket disappeared or was resolved. Continue to use the normal ticket details, priority, and due dates while analysis catches up.

Understand one ticket

Open a ticket and use Analyze & Suggest when you need a concise summary or suggested next steps. Review its output against the ticket's conversation and attachments. Reopen the analysis after new information arrives; an in-progress analysis may still be processing rather than needing another request.

Prepare a reply

Assist Me prepares a draft for the agent to review. Depending on the workspace's enabled knowledge sources, it can use relevant published knowledge-base material and past resolved tickets to ground the suggestion. The ticket sidebar may also show similar resolved tickets and suggested articles when Agent assist is enabled.

Read the draft and its supporting context before sending. Correct anything that is uncertain, outdated, or specific to a customer's account. A suggested reply is not automatically a customer-visible message merely because it was generated.

Workspace controls

Workspace administrators can review Fyne AI settings in Admin Settings, including the features and knowledge sources available to their team. AI triage can be off, suggest values for review, or—where the plan and settings allow—apply supported fields automatically. Agent assist and customer-portal knowledge suggestions are separate options. Changes to these settings require the appropriate management permission.

If an AI control is missing, check the workspace's feature settings and your permissions. Some options also depend on the workspace plan. The AI Organizer tab itself only appears when it is available to your account.

Improve the results

Keep ticket titles, descriptions, and customer updates specific. Include the symptoms, relevant error text, and what has already been tried.
Publish and maintain knowledge-base articles for recurring questions.
Document how a problem was fixed when resolving a ticket, so future agents can judge similar cases.
Use Organizer corrections when an item is important or clearly noise. Do not assume an AI ranking replaces an agent's judgment.

Frequently asked questions

Does opening the AI view automatically reply to or resolve tickets?

No. AI Organizer helps prioritize work. A person still needs to inspect and take the appropriate action. Other AI automations, if enabled by your workspace, have their own settings and approval rules.

Why is a ticket lower after I replied?

A reply can indicate that the team has responded and is waiting for the customer, so other unanswered work may move ahead of it. The ticket is still open until it is actually resolved or closed. A new customer response or verified urgency can bring it back into focus.

Why do I see an analysis budget message?

It means that new AI analysis is temporarily limited; it does not prevent you from reading or working on the ticket. Limits depend on the workspace's plan and current service safeguards. Ask a workspace administrator if the message persists.

Can I rely on an AI draft without checking it?

No. Treat drafts and suggested next steps as assistance. Verify facts and permissions in the ticket before posting or making a change.