Use the technician tools
Three AI tools run when a technician asks, not on a board. Their company-wide instructions are on Ticket Automation’s Global Instructions page, in the Technician tools card: “Run by a technician on demand rather than by a board, so these instructions are the only ones they have — there is nothing to set per board.”
| Tool | What it does | Where a technician runs it |
|---|---|---|
| Polish Email | “Tidies up an outgoing customer email before the technician sends it.” It rewrites the email’s text in the tone chosen. | In MTX’s email editor, the Polish button. Its menu chooses the Tone: Neutral, Friendly or Firm. |
| Polish Notes | “Tidies up internal technician notes.” It rewrites the notes’ text. | In MTX’s working view, the AI Actions menu, Polish Notes. |
| Company Profile | “Builds a company record from the company’s domain name.” It proposes the company’s name, contact details, social links, market and address. | In MTX, creating a New Company: enter the company’s domain and click LOOK UP. Everything it finds is editable, and nothing is saved until the technician creates the company. |
Each tool shows its result for the technician to use or discard; nothing is sent or saved by the tool alone.
Company instructions
Section titled “Company instructions”An administrator writes them on Global Instructions, in the Technician tools card, and clicks Save. They are checked as you save, like every instruction (Write instructions). For example:
- Polish Email: “Do not correct TruBlu as this is our company name. If it is being used, ensure the T and B are capitalized.”
- Polish Notes: “Keep notes short and in the past tense, and leave device names and IP addresses exactly as written.”
- Company Profile: “Use the head-office address from the website’s contact page, not a branch or registered office.”
Company Profile reads the company’s own website first, and searches the web only for what the site does not show.
Personal rules
Section titled “Personal rules”Each technician can add personal rules for Polish Notes and Polish Email in MTX: My Polish Notes rules… in the AI Actions menu, and My Polish Email rules… in the Polish button’s menu. They are used only when that technician polishes, add to the company’s instructions and can never override them. Rules longer than 4,000 characters are not applied.
Administrators see every technician’s personal rules, read-only, in the Personal rules card on Global Instructions, with when and by whom they were last changed, and why any are not applied. They cannot be edited there.
Which key pays
Section titled “Which key pays”The technician tools use your company’s OpenAI key while it works. When there is no working key, they keep working on Nilear’s key, unlike Ticket Automation’s board automations, which pause. See Your OpenAI key.