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. It is off until you turn it on: in the ticket list’s Columns menu, tick AI. If it does not appear, untick Fit columns to screen. Support Advisor’s guide has the steps in full.
Ticket Automation’s part
Section titled “Ticket Automation’s part”A cell has up to two parts, joined by “ · “. The first is Ticket Automation’s:
| Shows | Meaning |
|---|---|
| Automating | Ticket Automation is working on the ticket: waiting its turn, running, waiting for the board’s hourly limit, or retrying after a failure. Shown for up to two hours. |
| Automated | The board is in Live, and Ticket Automation changed the ticket. Its note lists what it changed. |
| Suggested | The board is in Preview, and Ticket Automation wrote a note of the changes it suggests. Nothing on the ticket was changed. |
| Automation failed | Ticket Automation could not finish after several attempts. Some changes may have been made; work the ticket as usual. |
| Nothing | No automation would change the ticket, it was not automated (its board is not switched on, or the company’s OpenAI key was not working), or it waited too long to be worth automating. |
The second part is Support Advisor’s: for example, Automated · Needs info is a ticket Ticket Automation changed, whose advice asks the customer for more information.
You can sort and filter the column like any other text column: filter on “Suggested” to find a Preview board’s tickets with suggestions to review, for example.