HappyFox AI adds artificial intelligence to your HappyFox Help Desk. It helps your agents understand tickets faster, write better replies, find the right answer, and spot urgent issues. It also helps your customers get answers straight from your knowledge base.
Note: HappyFox AI is an add-on that is purchased per agent on top of your Help Desk plan. For plans and pricing, see HappyFox AI pricing.
What's included
HappyFox AI is made up of five features. You can turn each one on or off separately.
- AI Agent Copilot — an assistant that sits inside every ticket. It has three parts: AI Copilot Chat, where you ask questions about the ticket; AI Summary, which condenses a long ticket into a short summary; and AI Writer, which corrects, rephrases, expands, and changes the tone of the reply you are writing.
- AI Answer — when a customer searches your support center, AI reads your published knowledge base articles and shows a clear, ready-made answer above the search results, along with the articles it used.
- AI Suggested Resolution — AI reviews a ticket, looks through your knowledge base, and drafts a reply you can use to resolve it. Tickets that have a suggested resolution are collected in a queue called Suggested Resolutions.
- AI Urgency — AI reads a ticket and decides whether it is time-sensitive. Tickets are collected in a queue called Time-Sensitive.
- AI Knowledge — AI looks at your closed tickets and suggests draft articles for topics your knowledge base doesn't cover yet.
Who uses HappyFox AI
- Admins — turn features on or off, choose which agents get access, and set up the categories AI works on. Admins need the Manage AI Features permission.
- Agents — use AI Agent Copilot, suggested resolutions, and the AI queues while handling tickets.
- Knowledge base authors — review the draft articles that AI Knowledge suggests.
- Customers — see AI Answer when they search your support center.
Things to know
- Agents need access. Admins choose which agents can use HappyFox AI. If you can't see an AI feature in your tickets, ask your admin to check your access. See Turning On HappyFox AI Features and Managing Agent Access.
- Always review AI results. Everything AI produces carries the message "AI generated content may not always be accurate." Read it before you send it to a customer or publish it.
- You can rate results. Most AI results have thumbs-up and thumbs-down icons so you can say whether the result was helpful.
- AI queues live on the Tickets page. Look under AI QUEUES in the panel on the left of the Tickets page.
Where to go next, depending on who you are
- Turning features on or off, choosing who can use them, or choosing the ticket categories AI works on → Turning On HappyFox AI Features and Managing Agent Access
- Asking questions about a ticket or summarizing it → Using Copilot Chat and Ticket Summary
- Writing better replies → Improving Your Replies with AI
- Using suggested resolutions and time-sensitive tickets → Working with AI Queues: Suggested Resolutions and Time-Sensitive Tickets
- Reviewing suggested knowledge base articles → Reviewing AI Knowledge Suggestions
- Understanding AI answers in your support center → AI Answer in Your Support Center