Let AI do the busywork. Connect an AI provider, then turn on instant answers that deflect common questions, automatic ticket triage, and AI-assisted replies — all optional and under your control.
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- Connect an AI provider
Connect your chosen AI provider—Anthropic, OpenAI, or Google—by adding an API key in Settings. Essential Support's AI features need a provider to run translation, triage, Instant Answers, and drafting.
- Manage AI usage and costs
Learn to set a monthly spend cap on Instant Answers, view AI usage metrics, and control or disable AI features in Essential Support by toggling them on or off individually.
- Turn on automatic ticket triage
Enable automatic ticket triage to let AI assign ticket types and priorities on arrival, ensuring nothing stays untyped or unprioritized before an agent reviews it.
- Turn on Instant Answers (AI deflection)
Enable AI to automatically reply to new tickets using your help articles, letting customers get answers and close tickets before agents review them.
- Use AI to draft replies and summaries
Learn how agents can use AI to quickly draft ticket replies and summarize long threads into private notes once your workspace connects an AI provider.
- Write knowledge base articles for Instant Answers
Learn how to generate, upload, and manage a help article library for Instant Answers using AI-formatted JSON files, and understand the limits and best practices for writing effective answers.