Read and use the advice

Each answer in the Support Advisor tab has a verdict, an assessment, recommended actions and the evidence behind them. The newest answer is open; older ones are collapsed to their first line. Click an answer’s header to open or close it.

The verdict

Verdict	Short form, on the tab and in the AI column	Meaning
Ready for Tech Review	Ready	The evidence supports a reply. Review it before you use it.
Needs Customer Information	Needs info	The ticket lacks something; the advice asks the customer for it.
Partial Guidance Only	Partial	The evidence gives some guidance, not a full answer.
No Supported Response	No match	Nothing supports an answer, so the advice is a manual review. A refusal, such as an excluded company, also comes back this way, with the reason as its one action.

When the newest entry in the tab is a suggestion a technician’s AI client posted, the tab and the AI column read Assistant instead. See Use a suggestion in MTX.

Assessment

The Assessment explains Support Advisor’s reading of the ticket and of the evidence it found.

Recommended actions

Each action has a kind and its details:

Kind	What you can do with it
Draft Email, Request Information	Copy, or Insert into Email: adds it to the ticket’s email draft. Nothing is sent until you send it. A request for information is written to the customer, ready to send.
Run Diagnostics, Investigate Bug, Escalate to Engineering, Manual Review	Copy, or Add as Task: adds an open task to the ticket. Several tasks come grouped, with Add All as Tasks.

A used action shows Inserted into Email or Added as Task for everyone. If your administrator turned on Record AI Tasks as Internal Notes in MTX’s settings, tasks added from Support Advisor are marked internal, so a completed one is saved as an internal note rather than on the ticket’s discussion.

Evidence

Each past ticket Support Advisor relied on is listed as Ticket #, with a label saying how far to trust it and why it is relevant. Click the number to open that ticket.

Label	Meaning
Resolved	A confirmed fix on a closed ticket.
Answered	A question your team answered for good on a closed ticket: an answer, not a fix.
Resolved – pending close	A fix was recorded, but the ticket is not closed yet.
Answered – pending close	An answer was recorded, but the ticket is not closed yet.
In progress – unconfirmed	Work still in progress. It was tried, not proven, and is never presented as a fix.

Confirmed fixes rank above pending ones, and pending ones above work in progress. An answer more than a year old comes with advice to confirm it is still true before you send it.

Web sources and the research line

Pages from web research are listed under Web Sources. The last line of the answer says whether Support Advisor searched the web and, if not, why: for example “Not searched: historical tickets answered this.” See Ask it to search the web.

Removing advice

Anyone can remove an answer they no longer want shown, for example advice that should not be used. Removing someone else’s asks first, since it removes it for everyone.