Your OpenAI key
Ticket Automation’s AI runs on OpenAI, on your company’s own OpenAI key, and is billed to your OpenAI account. Every OpenAI call Nilear makes for your company uses your key first, while it works.
Automatic and manual calls
Section titled “Automatic and manual calls”| Kind of call | Examples | With no working key |
|---|---|---|
| Automatic: nobody asked for it | Every board automation, Support Advisor’s indexing and automatic reads | Not made. Ticket automation and Support Advisor pause. |
| Manual: a technician asked for it | MTX’s Polish, Split, Company Profile and the other Ticket AI buttons; the instruction check | Made on Nilear’s key, so it keeps working. |
When a manual call fails because your key has just failed, it is tried once more on Nilear’s key, and the technician gets that answer. An automatic call is never retried on Nilear’s key.
Nilear-provided access
Section titled “Nilear-provided access”Nilear can provide OpenAI access for a company. Then automatic calls run on Nilear’s key while the company has no working key of its own. The OpenAI Key page says “Nilear is providing OpenAI access for your company while it has no working key of its own.”, and the cost estimates say “Nilear’s key currently covers this cost.” Only Nilear’s staff can switch it on or off.
When the key fails
Section titled “When the key fails”A key is marked failing only for a definite failure: OpenAI rejects it as invalid, the account is out of credit or has reached a hard spending limit, or the key’s project cannot use a model Nilear needs. A rate limit, timeout or OpenAI outage does not mark it failing; the automation is retried later.
Once it is failing:
- every active administrator is emailed once, naming the reason and the key’s last four characters;
- no board’s automations run, and tickets waiting to be automated are closed without any change;
- Nilear re-checks the key every hour, so topping up the credit restarts automation within the hour, with no other action.
Why it is your key
Section titled “Why it is your key”Your OpenAI account shows and controls exactly what Nilear’s AI costs your company: its usage page, its budgets and its alerts. The Boards page estimates the cost before you switch a board on (Read a board’s estimated cost), and the OpenAI Key page counts every call Nilear made for your company in the last 30 days, by feature and by whose key paid.
To add or change the key, see Add your OpenAI key.