Why did a ticket get no auto-reply even though AI auto-reply is enabled?

The AI only replies when it finds a sufficiently confident match in your public FAQ knowledge and a second AI check confirms the answer addresses the customer's question. If no FAQ matches or the validation fails, and "Fallback to static auto-reply" is turned off, nothing is sent for that ticket. Enable the static fallback if you want every new ticket in the group to always receive at least a fixed acknowledgement.