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Use the Support Advisor tab

Support Advisor gives advice on the ticket in front of you, drawn from how your team resolved similar tickets before and from web research. In MTX it has a tab of its own on the ticket.

Where it is

Section titled “Where it is”
  • In the ticket’s summary: the Support Advisor tab, after Scheduling. A badge beside its name shows the latest advice’s verdict, such as No match, or Assistant when the newest entry is an AI client’s suggestion.
  • While you work the ticket: the Support Advisor tab beside Notes and Ticket Properties. On a narrow screen, the Advisor button below the ticket opens it.

The tab shows only on tickets Support Advisor covers: its board is switched on in Ticket Automation, Support Advisor is ticked on that board, and its company is not excluded. Your administrator sets that up.

What you do there

Section titled “What you do there”
  1. Add anything the ticket does not say yet, or nothing, and click Ask Support Advisor.
  2. Read the advice: an assessment, recommended actions, the past tickets it relied on and a draft email.
  3. Act on it: Add as Task puts an action on the ticket’s tasks, and Insert into Email puts the draft into the email of your working session.
  4. Ask a follow-up in the same conversation.

Nothing reaches the ticket or the customer until you act on it. The advice is shared: everyone who opens the ticket sees it.

Support Advisor’s guide explains each step:

In the ticket list

Section titled “In the ticket list”

The ticket list’s AI column shows, for each ticket, whether Support Advisor is reading it and what it found. Turn it on from the Columns menu: see Choose the ticket list’s columns, and Support Advisor’s Read the AI column for its values.