Settings
All of Support Advisor’s settings are in Nilear’s Ticket Automation area, at my.nilear.com. Only administrators (Admin) can open its pages and change them. Changes are saved as you make them, except instructions, which have a Save button. Each page’s footer shows All changes saved once they are.
For your company
Section titled “For your company”| Setting | Where | Default | What it does |
|---|---|---|---|
| Support Advisor for your company | Support Advisor page | Off | Switches Support Advisor on or off for the whole company. Off: nothing is indexed, no ticket is read, every ask is refused. |
| Excluded companies | Support Advisor page | None | Customers whose tickets are never indexed or advised on, from the moment they are added. See Exclude a company. |
| OpenAI key | OpenAI Key page | None | Your company’s key, which Support Advisor runs on and bills to. Without a working key, Support Advisor is paused. |
| Support Advisor instructions | Global Instructions page, Board automations | None | Instructions for every board. See Write instructions. |
For each board
Section titled “For each board”On the Boards page, in the board’s expanded row:
| Setting | Default | What it does |
|---|---|---|
| The board’s switch | Off | Off keeps all AI off the board’s tickets, Support Advisor included. |
| Support Advisor (tick) | Unticked | Support Advisor works on the board’s tickets. See Board coverage. |
| Indexing | Chosen when you first tick it | No indexing, Index new tickets from now on, or Index past tickets too. See Choose a board’s indexing. |
| Backfill start | Two years back | The year a backfill reads from, up to six years back. |
| Read automatically | Never | Never, New tickets, or New tickets and customer replies. See Read new tickets automatically. |
| Board Instructions for Support Advisor | None | Instructions for this board, added to the global ones. |
The board’s Preview or Live mode does not apply to Support Advisor.
In MTX
Section titled “In MTX”| Setting | Where | Default | What it does |
|---|---|---|---|
| Enable Notes AI | Settings, My Tickets, AI Features | Set by your MTX administrator | Turning it off also hides Support Advisor in MTX for the whole company. |
| Record AI Tasks as Internal Notes | Settings, My Tickets, Time Entries | Off | Tasks added from Support Advisor start marked internal. |
| AI column | The ticket list’s Columns menu | Off | Each member’s own choice. See Read the AI column. |