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Ask AI about your tickets, customers and team

Ask 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.

Last updated 2 min read

On this page

Ask AI answers questions about your helpdesk in plain words. It reads your tickets, reports and team status, and links to what it used, so you get answers in seconds instead of building reports.

Before you start

  • Who can do this: everyone. Viewers can ask but not act.
  • Plan: all plans.
  • What you need: an AI provider connected on the server.

Step by step

  1. Open Ask AI from the area switcher, press the Ask AI sparkle button, or press Ctrl+G.
  2. Pick a suggested question, such as "Which open tickets have waited the longest for a reply?", or type your own in "Ask anything about your tickets, customers or team…".
  3. Keep Ask selected ("Read only: answers, never changes").
  4. Press Enter or Send.
  5. Read the answer and open its Sources to check the tickets it used.
  6. Ask a follow-up in the same chat; it remembers the conversation.

What happens next

Ask AI uses a few read-only tools behind the scenes:

Tool What it reads
Search tickets Words in subjects, messages or customers, plus status, tag or assignee
Read a ticket Details, fields and the conversation
Report Tickets created, replied and closed, response and resolution times, one-touch, CSAT, top tags, per-agent numbers and the busiest time
Team status Who is available, away or offline, and their open tickets

Each chat is saved for you and keeps its latest 60 messages.

Suggested questions

  • What should we tackle first today?
  • Which open tickets have waited the longest for a reply?
  • What are customers contacting us about most this month?
  • Who is available right now and how many open tickets do they have?
  • How did the team do this week compared with last week?

Tips

  • Be specific about time: "this week", "since Monday", "last 30 days".
  • Ask for a list with links when you plan to act on the answer.
  • Switch to Act to have it propose changes you confirm. See Act on Ask AI suggestions.

Troubleshooting

"AI is not connected yet"

No AI provider is set up on the server.

"Type a question"

The question box is empty.

"That chat no longer exists"

The chat was deleted. Start a new one.

"Invalid chat"

The chat could not be found. Refresh the page.

Frequently asked questions

What can I ask Ask AI?

Anything about your tickets, customers or team. For example which open tickets have waited the longest, what customers contact you about most this month, who is available right now or how the team did this week compared with last week. Answers come only from your workspace's data.

Does Ask AI change anything in my helpdesk?

Not in Ask mode, which only reads. In Act mode it can suggest changes, such as tagging tickets or creating a macro, but nothing changes until you press Confirm on the suggestion. Viewers can ask questions but cannot use Act mode or confirm suggestions.

How do I open Ask AI quickly?

Press Ctrl and G, or Cmd and G on a Mac, from anywhere in Hushdesk, or press the sparkle button labelled Ask AI at the bottom of the menu. You can also pick Ask AI from the area switcher. If you are already there, the shortcut puts the cursor in the question box.

Can I trust Ask AI's answers?

Check them. Answers come from tools that read your real tickets, reports and team status, and they link to the sources, but the AI can still misread a question. The page itself says AI can be wrong, check the linked tickets, so open the sources before acting on an answer.

Are my Ask AI chats private?

Yes. Each chat belongs to the person who started it, within the workspace, and keeps its latest 60 messages. Delete a chat with Delete this chat. Deleting removes the conversation for good, but changes you already confirmed stay in place.

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