Two tabs of Service Desk settings control the AI features specific to the Service Desk: AI triage and AI prompts. They are restricted to Administrators and Service Desk administrators. The AI provider itself is chosen in the AI configuration screen of Portail ZAPP.
AI triage
AI triage suggests a category for new tickets from their title and description. The Mode decides what is done with it:
- Suggestion (agent validates), the default mode: the AI suggests a category in the form (Suggest (AI) button), which the agent accepts or not;
- Automatic (applied directly): when a ticket is created without a category, the suggested category and its default group are applied directly. If the suggestion fails, or if the suggested category has no default group, the ticket is assigned to the Fallback group (safety net), so it is never left unassigned. This group is required to save Automatic mode.
AI prompts
This tab shows the instructions (prompts) sent to the AI by each Service Desk feature: AI rephrasing (title/description), KB article suggestion, Category suggestion (AI triage), Reply suggestion and Ticket summary.
Each area shows the prompt shipped with Portail ZAPP as a placeholder. Type a text then Save to replace it, for example to impose a tone or a reply language; Reset to default prompt goes back to the shipped prompt. An empty area means the shipped prompt is used.
When AI is disabled
When no AI provider is configured (provider "None"), a banner says so at the top of both tabs, with a Configure AI link. The settings can still be edited and are kept, but have no effect:
- no category is suggested and Automatic mode does nothing: tickets are created normally, with no imposed category and no fallback group. They are routed by their category, if the requester or the agent picks one;
- the prompts are not used, since the AI buttons do not appear on tickets.
Everything resumes as soon as AI is turned back on.
See also
- "Configure AI": choose or disable the AI provider.
- "Handle tickets": the AI features as agents see them.