Overview
The hTech AI Ticket Assistant is designed to respond intelligently and consistently, but certain conditions may prevent replies or cause unexpected behavior. This troubleshooting guide helps you diagnose and correct issues such as no responses, repeated replies, looping, routing errors, and missing suggestions.
Issue: The AI Is Not Replying to Tickets
If the AI is not generating replies, check the following:
- 1. Department AI Mode
Make sure the department is set to Suggest or Auto Reply. If set to Off, the AI will not respond. - 2. Ticket Is Flagged
If the ticket is manually flagged as “AI Disabled,” the system will ignore it. - 3. AI Delay Enabled
Replies may be delayed if reply delay is turned on. Wait the configured time or check the queue. - 4. Cron Job Not Running
If using delayed replies, the cron must be configured and running on schedule. - 5. AI Safety Triggered
The system may decide the message is unsafe for automated response. - 6. Model or API Key Problem
Ensure the OpenAI API key (BYO Mode) or Hosted Mode setup is correct. - 7. Monthly Usage Limit Reached
Hosted Mode may enforce usage caps.
Issue: AI Keeps Repeating the Same Instructions
This may occur when the AI believes the customer has not completed the required steps. The system includes logic to prevent unnecessary repetition, but repetitive replies may occur if:
- The customer keeps responding with short messages such as “ok” or “that didn’t work”.
- The ticket history contains confusing or conflicting steps.
- The SOP or KB article contains repeated phrases.
Fixes:
- Update your SOP to clearly define escalation steps.
- Add a human reply to reset the context.
- Ensure Threaded Memory remains enabled for better continuity.
Issue: AI Responds When It Should Not
If the AI replies in situations where it should stay silent:
- Check that Escalation Detection is enabled.
- Confirm the ticket is not in a department set to Auto Reply.
- Review Tag Routing rules to ensure they are not forcing Auto Reply.
- Check if the ticket has low-risk sentiment or content; the AI may consider it safe.
To force silence, manually flag the ticket to disable AI.
Issue: AI Gets Stuck in a Loop
If the assistant keeps responding multiple times or looping on similar content:
- Ensure "Max AI Calls Per Ticket" is set correctly for the department.
- Check if delayed replies are stacking in the queue; clear duplicate entries.
- Review the ticket to ensure no automated system is posting messages repeatedly.
- Disable Auto Reply temporarily and switch to Suggest mode for that department.
Issue: AI Replies Are Incorrect or Off-Topic
Incorrect replies may occur when:
- The ticket lacks context.
- SOPs are outdated or unclear.
- The Knowledgebase includes conflicting instructions.
- The message includes mixed topics.
Solutions:
- Improve or reorganize SOP content.
- Enable Knowledgebase usage for the department.
- Unflag and reflag the ticket to reset memory (if Threaded Memory is enabled).
Issue: AI Does Not Generate Suggestions or Insights
If suggestions, insights, or recommendations are missing:
- Check module settings to ensure these features are enabled.
- Make sure the ticket’s department has Use KB and Use SOP enabled.
- Confirm AI was able to read the customer's message without error.
- Review logs to ensure no API failures occurred.
Issue: AI Routing Does Not Work
If tickets are not moving to the correct department:
- Verify the Tag Routing rule exists and the tag is spelled co