Read new tickets automatically

Support Advisor can read a board’s tickets by itself, so the advice is waiting on the ticket’s Support Advisor tab before a technician opens it. You need the Admin access level.

1. In Ticket Automation’s Boards page, expand a board where Support Advisor is ticked.
2. Under it, choose Read automatically:

Choice	What Support Advisor does
Never	Answers only when a technician asks it. Every board starts here.
New tickets	Reads each new ticket once, after Ticket Automation has finished with it.
New tickets and customer replies	As New tickets, and again each time the customer replies.

Automatic reads work whatever the board’s indexing. They are billed for every ticket Support Advisor reads, not only for tickets a technician opens, and the board’s estimated monthly cost includes a line for them.

When a read happens

• A new ticket is read once Ticket Automation has finished with it, or two and a half minutes after it was entered, whichever comes first. On a board without Ticket Automation it waits about half a minute, so the first notes have arrived.
• A ticket that is closed before its read runs, or was entered more than 24 hours earlier, is not read.
• On New tickets and customer replies, a note from the ticket’s contact starts another read a few seconds later, so notes written together are read together. Technicians’ notes never start one. A reply that needs no new advice, such as a thank-you, an out-of-office message or a confirmation that the fix worked, is noted and skipped.

The hourly limit

Each board is limited to 200 automatic reads started in any hour. The limit guards against runaway cost, such as an email loop that creates hundreds of tickets. Reads over the limit wait their turn, oldest first, and are not billed while they wait. A read still waiting 24 hours after its ticket or reply arrived is dropped. MTX’s AI column shows Read limit on a ticket that is waiting for it.

What an automatic read does differently

An automatic read is made for nobody in particular, so its advice is shown to everyone who opens the ticket, and it searches every company’s history rather than one technician’s (member visibility). It searches the web at most once per ticket, and never recommends escalating to engineering: where an ask would, it recommends a manual review instead, and the technician can then ask with their own direction.