Your Support Agent reads new support tickets as they come in and drafts a suggested reply for each one — grounded in your own help center and the tickets you've already resolved. The draft is posted as an internal Note on the ticket so your team can review, edit, and send it.
The goal isn't to reply to customers without you. The goal is to give your team a head start on every ticket: the answer is already half-written, the relevant help articles are already linked, and similar past tickets are already cited.
How to enable it
You'll find Support Ticket Resolution in the Insider Program settings, under the new Customer Support category.
Go to Configuration → Insider Program.
Scroll to the Customer Support section.
Click the ⚙️ next to Support Ticket Resolution to open the settings, then flip the toggle on.
You'll be asked for two things — both optional, both easy to change later.
Help Center URL (optional)
Paste the public URL of your help center (for example, https://help.yourcompany.com). The agent will crawl your published articles and use them as the primary source for its reply suggestions. If you don't have a public help center yet, leave it blank — the agent will still work using your historical tickets.
Learn from existing tickets (on by default)
When this is on, the agent also learns from the tickets your team has already resolved. It looks for patterns — questions that have been asked before, how your team typically phrases answers, which solutions actually worked — and folds that into its drafts.
You can turn this off if you'd prefer the agent to ground answers in your help center only.
That's it. Once enabled, you don't need to do anything — the agent picks up new tickets automatically.
What you'll see on a ticket
Every time a new ticket comes in, the agent posts an internal Note on it within minutes. The Note is only visible to your team — the customer never sees it.
Each Note has the same structure:
A header showing the agent's confidence in its own draft (HIGH, MEDIUM, or LOW).
A short summary of what the customer reported, in your team's language.
A suggested reply you can copy, edit, and send.
Links to the help articles and past tickets the agent used as its sources.
A short reasoning note explaining why the agent drafted what it did.
A HIGH-confidence draft looks like this
When the customer's question is clearly documented — either in your help center, in past tickets, or both — the agent will mark its draft HIGH and give you a complete, ready-to-edit reply.
This is the happy path. Your team's job is to skim, tweak the tone if needed, and hit send.
When the agent isn't sure
Not every ticket has a documented answer — billing disputes, unique incidents, custom-config questions, requests that need a specialist. In those cases the agent labels its draft LOW confidence and writes an acknowledgement + escalation message instead of guessing.
The LOW label is your signal that this ticket genuinely needs a human. The draft is still useful — it acknowledges receipt, sets the right expectation, and routes the customer to the right team — but the substance has to come from you.
Confidence at a glance
Label | What it means | What to do |
🟢 HIGH | Documented answer found in your help center and/or past tickets. The agent is confident the reply is correct. | Review, tweak, send. |
🟠 MEDIUM | Partial evidence — the agent has a strong guess but couldn't fully verify it. | Read carefully, fill in the gaps, then send. |
🔴 LOW | No clear documented answer. The draft is an acknowledgement / escalation, not a real solution. | Use the draft to acknowledge, then handle the substance yourself. |
A few things worth knowing
The agent never sends anything to the customer. It only posts a Note that your team reads. Sending the reply is always a human decision.
The agent reads screenshots. If a customer attaches an image (e.g. a screenshot of an error), the agent reads what's in the image and factors it into the draft.
You can change the settings any time. Update your help center URL, toggle historical-ticket learning on or off, or disable the agent entirely — your changes take effect on the next batch of tickets.
Existing tickets get re-indexed periodically, so the agent keeps learning from your team's most recent resolutions.
Tell us what you think
The agent learns over time — and your feedback shapes that. Inside the Insider Program settings you'll see 👍 / 👎 buttons next to each enabled feature. If a draft was particularly helpful, give it a thumbs-up; if it was off the mark, thumbs-down and tell us where it missed. We read all of it.