Read the AI column
MTX’s ticket list can show an AI column, which says at a glance what Ticket Automation and Support Advisor are doing on each ticket. The column is off until you turn it on.
Turn it on
Section titled “Turn it on”- In MTX’s ticket list, open the Columns menu.
- Tick AI.
- Untick Fit columns to screen if the column does not appear. While it is ticked, MTX hides columns that do not fit, and AI is one of them.
Your choice is saved with your settings. You can sort and filter the column like any other text column: filter on “Needs info” to find tickets waiting on a customer, for example. Clicking a cell opens the ticket.
What it shows
Section titled “What it shows”A cell has up to two parts, joined by “ · “. The first is Ticket Automation’s: Automating, Automated, Suggested or Automation failed. The second is Support Advisor’s:
| Shows | Meaning | What to do |
|---|---|---|
| Reading soon | Support Advisor will read the ticket shortly: once Ticket Automation has finished, or once a customer’s reply has settled. | Nothing. You can still ask it yourself. |
| Reading | Support Advisor is reading the ticket now. | Wait; the advice appears in the ticket’s Support Advisor tab. |
| Read limit | The board has reached its hourly limit of automatic reads, and this read is waiting its turn. | Nothing, or ask yourself. See the hourly limit. |
| Ready | Advice is ready for you to review. | Open the Support Advisor tab. |
| Needs info | The ticket lacks something; the advice asks the customer for it. | Review the suggested request and send it. |
| Partial | The evidence gives some guidance only. | Use what helps, then investigate. |
| No match | Nothing in your history or on the web supports an answer. | Work the ticket yourself, or ask with more context. |
| Assistant | A technician’s AI client posted its suggested next steps to the ticket, after the latest read. | Open the Support Advisor tab to use the suggestion. |
| OpenAI key failed | Your company’s OpenAI key could not be used, so every read fails until an administrator fixes it. | Tell an administrator. |
| Advisor failed | The read failed after several attempts. | Ask Support Advisor yourself. |
A cell with nothing in Support Advisor’s part means no automatic read was made, a reply needed no new advice, or a read in progress was abandoned.
For example, Automated · Needs info is a ticket Ticket Automation changed, whose advice asks the customer for more information.
The verdict comes from the latest automatic read, or from an AI client’s suggestion that came after it. A read that starts after a suggestion shows Reading, then replaces Assistant with its own verdict. When you ask Support Advisor yourself, the tab’s own badge shows your answer’s verdict.