How AI Works in the Widget
When AI is enabled on the desk, the helpdesk widget automatically analyzes customer inquiries before sending them to the support team. This way, many questions can be resolved instantly without human involvement.
Flow from the Customer’s Perspective
1. Filling Out the Form
The customer fills out the inquiry form as usual:
- Title
- Problem description
- Priority
- Category (if configured)
- Attachments (optional)
2. Clicking “Save”
Instead of the standard “Submit inquiry” button, the customer sees a Save button. After clicking:
- An animation appears on the button with the text Analyzing inquiry…
- The system sends the inquiry content to AI
- AI searches the vector database (RAG) for an answer
3. AI Response
If AI finds an answer, it displays it to the customer with the question:
Does this answer solve your problem?
The customer has two options:
- Yes, thank you — the inquiry is automatically saved with “Resolved” status and a NoeAI label. The customer returns to their inquiry list. The AI response is saved as a comment in the ticket.
- No, I want to submit the inquiry — a Submit inquiry button appears, which sends the ticket normally to the support team.
4. No AI Answer
If AI doesn’t find an answer in the knowledge base, the Submit inquiry button appears immediately — the customer is not blocked.
5. Timeout
If AI doesn’t respond within the configured timeout (default 15 seconds), the inquiry is automatically sent normally. The customer doesn’t wait indefinitely.
Changing Content After AI Response
If the customer decides the AI answer didn’t help, but then changes the inquiry content (title, description, category, or priority):
- The button changes back to Save
- An info message appears below the button: “You’ve changed the inquiry — we’re re-analyzing”
- Clicking “Save” will run the AI analysis again with the new content
If the customer reverts changes to the original content, the button returns to Submit inquiry without re-analysis.
NoeAI Label
Inquiries resolved by AI are marked with a NoeAI badge:
- In the widget — on the customer’s inquiry list
- In the admin panel — on the ticket list (
/helpdesk/tickets) - On the ticket details page — in the status bar
The comment with the AI response is highlighted with a light blue background and a NoeAI badge instead of the author name.
Logging and Analysis
Every AI query is logged with information:
- Question and answer content
- Response generation time
- Status (answered / no answer / timeout / error)
- Customer feedback (positive / negative)
- Category and priority used
- Context from the RAG database
Statistics are visible on the desk page in the AI tab.
When AI Is Not Active
When AI is disabled on the desk, the widget works as standard:
- The button says “Submit inquiry”
- Clicking sends the ticket immediately
- No AI analysis is performed
Multilingual Support
AI in the widget supports 8 languages: Polish, English, Ukrainian, German, French, Spanish, Czech, and Slovak. The widget interface language depends on the desk settings.