AI & Knowledge Base

The knowledge base is a collection of articles that the AI uses to answer questions. Each article has a title, content, and optional tags for organization.

When a user opens a ticket, the AI searches your knowledge base for relevant articles using semantic search (meaning-based matching, not just keywords) and generates a helpful response.

Go to the Knowledge Base page in the dashboard and click New Article. Write clear, detailed articles covering common questions your community asks.

Tips for effective articles:

• Use descriptive titles that match how users phrase questions
• Cover one topic per article for better AI matching
• Include step-by-step instructions where relevant
• Add tags to group related articles together

You can bulk-import articles from existing documentation. The AI reads your content and automatically splits it into well-structured KB articles. Supported sources:

• URL — paste a link to a webpage or documentation site
• File upload — upload a text or markdown file

After import, you can review and edit each article before saving. Import costs AI credits based on the size of the source content.

When enabled, the bot automatically generates a response when a new ticket is created. The AI searches your knowledge base, finds relevant articles, and drafts a response.

The user sees three buttons on the AI response:

• This helped! — marks the ticket as resolved by AI
• Talk to a human — dismisses the AI response and waits for staff
• Send / Edit / Dismiss — staff controls to refine the response

Staff can use the /ask command inside a ticket to query the knowledge base on demand. The AI generates a response that can be sent to the user or edited first.

See the Commands page for full details.

Configure AI behavior from the AI Settings page in the dashboard:

• AI Provider — uses Tixie's managed AI (no API key needed)
• AI Model — choose the model for responses
• System Prompt — customize the AI's personality and instructions
• Auto-Response — toggle automatic AI responses on new tickets
• Test Connection — verify your AI setup is working

You can override AI settings per category. For example, disable auto-response for billing tickets but keep it enabled for general support. Configure this in the category editor.

AI features use credits that are consumed per request. Each AI response, KB import, and /ask query uses credits based on the model and response length. Credit usage is visible in the dashboard.