Overview
The hTech AI Ticket Assistant includes an intelligent analysis system that reviews each customer message and generates insights. These insights help you understand customer sentiment, identify urgent or risky tickets, and guide your support team toward better decisions. This guide explains how Ticket Insights, Flags, and Sentiment ratings work inside the module.
What Are Ticket Insights?
Ticket Insights are automatic evaluations generated by the AI when a new customer message arrives. These insights provide quick information such as:
- Customer sentiment (positive, neutral, or negative)
- Complexity level of the request
- Whether the message requires escalation
- Whether it is safe for the AI to auto-reply
- A short summary or message excerpt
- Recommended actions for staff
Insights appear inside the module dashboard and help staff understand ticket status at a glance.
Sentiment Detection
The sentiment system evaluates the emotional tone of the customer message. Sentiment categories include:
- Positive – Friendly or appreciative messages.
- Neutral – Informational or straightforward requests.
- Negative – Frustration, urgency, complaints, or dissatisfaction.
Negative sentiment can increase ticket priority if sentiment-based priority is enabled in settings.
Complexity Score
Each message receives a complexity rating to indicate how difficult the issue appears. Examples:
- Low Complexity – Simple questions or known issues.
- Medium Complexity – Multi-step issues or missing details.
- High Complexity – Advanced troubleshooting or unusual problems.
Higher complexity may reduce automated responses and encourage human review.
Escalation Flag
The AI can determine whether a ticket should be escalated to human staff immediately. Escalation may be triggered by:
- Billing disputes or refund requests
- Legal or compliance-related topics
- Repeated customer frustration
- High-priority service outages
- Requests outside the scope of automation
When flagged, the system avoids sending an automatic reply and marks the ticket for human attention.
Safe to Auto Reply Indicator
This indicator determines whether it is safe for the AI to reply automatically. Auto-replies may be disabled in cases such as:
- Negative sentiment combined with a sensitive issue
- Customer demands to speak with a human
- High-risk topics
- Unclear or vague requests
If a ticket is marked unsafe, the AI will move the ticket but will not send a reply.
Priority Boost
Some insights include a priority boost recommendation. For example:
- Severely negative sentiment = higher priority
- Critical service failure = highest priority
- Routine requests = no priority change
This helps ensure the most important issues are addressed quickly.
Notes for Human Staff
Insights may include helpful notes such as:
- What information is missing
- Steps the customer has already tried
- Suggested follow-up questions
- Internal reminders for the support team
This saves time and improves support quality.
AI Generated Excerpt
The system may generate a short excerpt summarizing the latest customer message. This allows admins to understand the issue without reading the entire ticket thread.
Where to View Ticket Insights
You can view Ticket Insights inside the module:
- Log into WHMCS admin
- Select Addons
- Choose "hTech AI Ticket Assistant"
- Open the Insights or Ticket Insights panel
Each entry displays sentiment, escalation status, complexity, and recommended actions.
Deleting and Purging Insights
You can manage stored insights from the module dashboard.
- Delete – Remove a single insight entry.
- Purge – Delete all stored insights.
Purging does not affect any WHMCS ticket data. Only the AI analysis entries are removed.
How Insights Affect AI Behavior
Ticket Insights influence how the AI responds and routes tickets. Examples:
- Negative sentiment combined with a billing issue may disable auto-reply.
- High complexity may cause the system to avoid automation.
- Escalation flags force a human review.
- Low complexity and positive sentiment may allow instant auto-reply.
This ensures automation is safe, controlled, and aligned with your workflow.
Summary
The Ticket Insights, Flags, and Sentiment system helps your team understand customer intent and urgency quickly. By combining sentiment analysis, escalation detection, complexity scoring, and safety checks, the hTech AI Ticket Assistant ensures accurate automated responses while protecting sensitive or high-risk tickets.
If you need help interpreting insights or customizing your automation flow, feel free to open a support ticket.