Board coverage
Support Advisor works on a ticket only when all of these hold:
- Support Advisor is switched on for your company, on its Support Advisor page.
- The ticket’s board is switched on in Ticket Automation’s Boards page.
- Support Advisor is ticked on that board.
- The ticket’s company is not excluded.
- Your company’s OpenAI key works.
That one rule decides everything Support Advisor does: technicians’ asks and follow-ups, web research, automatic reads, and every use by an AI client through External AI. It is checked on every request, so a change applies from the next one.
Coverage is not indexing
Section titled “Coverage is not indexing”Whether a board’s tickets are indexed, added to the searchable history, is a separate choice, made per board beneath the tick. A board can be covered without being indexed: its tickets get advice drawn from web research and from your other boards’ indexed tickets. See indexing.
| Covered (ticked) | Not covered | |
|---|---|---|
| Indexed | Advice, and its tickets enrich everyone’s advice. | No advice on its tickets. Tickets indexed earlier stay searchable. |
| Not indexed | Advice, drawn from the other boards and the web. | Nothing. |
Where coverage shows
Section titled “Where coverage shows”- In MTX, the Support Advisor tab appears only on covered tickets.
- On an uncovered ticket, an ask is answered “Support Advisor is not enabled for this board.” and an AI client is told the board is not switched on.
- Ticket Automation’s Boards page counts each board’s automations, Support Advisor included, and the Support Advisor page’s header says how many boards are covered and indexed.