Overview
The hTech AI Ticket Assistant is designed to help support agents work faster, respond with consistent quality, and reduce manual workload. This guide explains how support staff should interact with the AI system, how to manage AI-assisted tickets, and how to use the tools available inside WHMCS.
What Support Agents Need to Know
The AI does not replace your staff—it assists them. Depending on your department settings, the AI may:
- Automatically reply to customers
- Suggest internal responses for staff approval
- Analyze sentiment and urgency
- Assign tags and route tickets
- Generate knowledge improvement suggestions
Agents can override, disable, or adjust AI behavior at any time.
Understanding AI Modes
Each department in WHMCS is configured with one of three AI modes:
- Off – The AI does not participate in this department.
- Suggest – AI generates an internal note with a recommended reply.
- Auto Reply – AI replies directly to customers when safe to do so.
Agents should be aware of the mode for their department so they know when to expect AI assistance.
Working With Suggestions (Suggest Mode)
In Suggest mode, the AI writes a draft reply but does not send it. Instead, the reply appears as an internal note or admin-only suggestion.
Agents can:
- Review the suggestion
- Edit the content if needed
- Send the improved message to the customer
- Ignore or delete the suggestion if not appropriate
This mode helps agents respond faster while maintaining full control of messaging.
Working With Auto-Replies
In departments using Auto Reply:
- The AI may respond automatically when a ticket is safe and within rules
- Agents may still step in at any time
- If a conversation becomes sensitive, agents can disable AI for that ticket
All automated messages appear under the assigned admin name.
How to Disable the AI for a Specific Ticket
If a ticket becomes sensitive, confusing, or requires manual handling:
- Open the ticket in WHMCS
- Look for the AI Tools section
- Select “Disable AI for this Ticket”
Once disabled, the AI will not reply, suggest, route, or tag the ticket until the flag is removed.
How to Re-Enable the AI on a Ticket
If automation can safely resume:
- Open the ticket
- Select “Enable AI for this Ticket” or “Remove Flag”
The AI will resume behavior according to the department settings.
Understanding Ticket Insights (Sentiment, Escalation, Complexity)
Every customer message is analyzed and may show:
- Sentiment – How the customer feels (positive, neutral, negative)
- Complexity – How difficult the issue appears
- Escalate – Whether a human should review the ticket immediately
- Safe to Auto Reply – Whether automation should be used
These insights help agents prioritize tickets and avoid misunderstandings.
Using Tags and Routed Tickets
The AI may automatically assign tags and route tickets to appropriate departments. Agents should:
- Review the assigned tags for accuracy
- Correct or remove incorrect tags
- Move the ticket manually if routing was not ideal
Routing is designed to help staff, but agents always retain full control.
Working With Delayed Replies
If reply delay is enabled:
- AI replies may not appear immediately
- Replies are stored in the queue until the delay time passes
- Agents can check the queue in the module dashboard
This delay helps automated replies feel more natural.
How to Use the AI Logs
AI Logs show exactly what actions the assistant performed. Staff can use logs to understand:
- Why the AI did or did not reply
- Whether escalation or sentiment blocked the response
- How tickets were routed or tagged
- Any errors encountered during processing
Review logs when something unexpected happens.
How Staff Should Work With SOPs
If SOPs are enabled for the department:
- The AI will follow them when writing replies
- Staff should review SOPs regularly
- Agents should report outdated or unclear SOPs to administrators
Clear SOPs result in better AI replies.
When Staff Should Override the AI
Agents should step in manually when:
- The customer is upset or confused
- The issue is complex or unusual
- The topic involves billing, legal issues, or compliance
- The AI reply seems off-topic or incomplete
- The customer directly requests a human response
The AI is a support tool, not a replacement for human judgment.
Best Practices for Support Agents
- Review suggestions before sending them
- Use the AI to speed up routine replies
- Flag sensitive tickets early
- Check sentiment and escalation indicators
- Update SOPs when repeated issues appear
- Communicate with admins if automation needs adjustments
Summary
The hTech AI Ticket Assistant enhances support efficiency while keeping staff fully in control. By understanding how to manage suggestions, auto-replies, insights, routing, and ticket flags, agents can deliver faster and more consistent support while ensuring human judgment remains central to the customer experience.
If your team needs personalized training or help understanding specific AI behaviors, feel free to open a support ticket.