Act on Ask AI suggestions
In Act mode, Ask AI proposes changes such as tagging or assigning tickets, setting priority or creating a macro. Nothing changes until you confirm.
Last updated 2 min read
Act mode turns Ask AI into an assistant that can do routine jobs for you, such as tagging every open refund ticket. It always proposes first; you confirm each change.
Before you start
- Who can do this: agents, admins and owners. Viewers cannot use Act mode. Creating macros and new tags needs an owner or admin.
- Plan: all plans.
- What you need: an AI provider connected on the server.
Step by step
- Open Ask AI and switch the mode to Act ("Can suggest changes you confirm").
- Ask for a change, for example "tag every open refund ticket as Urgent" (the box suggests this).
- Read the suggestion: the tickets or macro, what will change and why.
- Press Confirm to apply it, or Dismiss to drop it.
- Read the result, such as "Tagged 6 tickets" or "Created the macro “Thanks for waiting”".
What happens next
Suggestions Act mode can make
| Suggestion | On confirm | Who can confirm |
|---|---|---|
| Tag tickets | Adds the tag to each ticket that lacks it | Agents (existing tags); owners and admins (also new tags) |
| Assign tickets | Assigns them to an active agent | Agents, admins, owners |
| Set priority | Low, Normal, High or Critical | Agents, admins, owners |
| Create a macro | A new saved reply, no actions | Owners and admins |
Every change is checked again when you confirm. Each ticket's activity log records it with "(suggested by Ask AI)". A suggestion can be confirmed once; afterwards it shows as applied, dismissed or failed.
Tips
- Ask first, act second: "Which open tickets mention a refund?", then "Tag those as refund."
- Keep requests small. Twenty tickets you have checked beat two hundred you have not.
- Use Act mode to draft a macro from a good reply; an admin confirms and can edit it later in Workflows > Macros.
Troubleshooting
"Viewers can ask, but not act"
Viewers can only use Ask mode.
"Viewers cannot make changes"
Viewers cannot confirm suggestions.
"That suggestion no longer exists"
The chat or suggestion was removed. Ask again.
"Already applied"
Each suggestion can be decided once.
"Already dismissed"
Each suggestion can be decided once.
"Those tickets no longer exist"
The tickets were deleted or merged since the suggestion.
"That agent is no longer active"
The person was deactivated. Ask again with another agent.
"There is no “…” tag yet. Ask an admin to create it."
Ask an admin to create the tag, or to confirm the suggestion.
"Only owners and admins can create macros"
Ask an owner or admin to confirm the macro.
"A macro called “…” already exists"
Pick another name for the macro.
Frequently asked questions
What can Ask AI change in Act mode?
Four kinds of change. It can tag tickets, assign tickets to an agent, set the priority of tickets and create a new macro. Each suggestion lists the tickets or the macro text and a reason. You press Confirm to apply it or Dismiss to drop it.
Does Act mode ever change things without asking?
No. Act mode only proposes. The page says Act mode suggests changes, nothing changes until you press Confirm. When you confirm, Hushdesk checks everything again against the current data, such as whether the tickets still exist and the agent is still active, before applying.
Why did Ask AI say a tag does not exist?
Creating a new tag is a workspace setting, so agents can only use tags that already exist. If the AI suggests a new tag, an agent sees There is no tag yet, ask an admin to create it. Owners and admins confirming the same suggestion create the tag automatically.
Can agents create macros with Ask AI?
No. Ask AI can propose a macro to anyone in Act mode, but only owners and admins can confirm it, because macros are used by the whole team. Agents who confirm see Only owners and admins can create macros. The macro is recorded in the audit log as created through Ask AI.
Are Ask AI changes recorded on the tickets?
Yes. Each change adds an event to the ticket's activity log that names you and ends with suggested by Ask AI, for example Aiza added the tag refund, suggested by Ask AI. That keeps a clear record that a person approved the change.
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Related articles
- Ask AI about your tickets, customers and teamAsk questions in plain words, such as which tickets waited longest or how the team did this week, and get answers with links from your own data.
- Update many tickets at onceSelect tickets in the list and assign, tag, close, snooze, mark read or unread, set priority, move to a team, mark as spam or move them to Trash in one go.
- Create and manage macrosWrite saved replies your team sends most, add actions such as tags or status, use variables for names and order details, and keep the list tidy.
- Roles and permissions explainedWhat owners, admins, agents and viewers can and cannot do in Hushdesk, and how to change someone's role from the Users page.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.