Question 1

Does the AI look at files attached to a ticket when it suggests a reply?

Accepted Answer

Yes. When Deskhero generates an AI suggested reply, it can now read the ticket's attachments as well as the message text. It looks at attached images (such as screenshots and photos) and pulls text out of attached documents (PDF and Word files) so the suggested reply can take what is in those files into account. This happens automatically in the background. There is nothing to switch on in the ticket.

Question 2

Which attachment types can the AI suggested reply read, and how much?

Accepted Answer

For images it reads common formats (PNG, JPG, GIF and WEBP) and uses up to three images per ticket; very small images such as icons or tracking pixels are ignored, and when more than three qualify it keeps the largest ones. For documents it reads PDF, DOC and DOCX files, up to two per ticket, and uses a text excerpt from each (roughly the first several pages of a long PDF). Other file types are not read for the suggested reply.

Question 3

When the AI reads a ticket attachment, where does the content go?

Accepted Answer

Attachment images and the text extracted from documents are included in the prompt sent to Deskhero's AI provider to generate the suggested reply, in the same way the ticket text already is. For PDFs the file itself stays on Deskhero's servers. Only the text extracted from it is used. This is the same AI suggested-reply feature you already use; the attachments simply give it more to work with.

What the AI knows

Did not find what you were looking for?