AI Assist: summarize, suggest, rewrite, translate, draft KB

AI Assist lives in the reading-pane composer bar. It works with whichever AI provider you've configured, and every action is one click.

The actions

• Summarize — condense a long back-and-forth into the key points so you can get up to speed fast.
• Suggest reply — drop a drafted answer straight into the composer, grounded in the ticket. Edit before sending.
• Rewrite — polish the reply you've already written: fix tone, tighten wording, fix grammar.
• Translate ▾ — translate your draft into another language from the dropdown.
• Draft KB → — (admins only) turn a resolved ticket into a knowledge-base article draft and jump straight into the editor with the title, category and body pre-filled.

A typical flow

1. Open a gnarly ticket and click Summarize to grok it quickly.
2. Click Suggest reply to get a first draft in the composer.
3. Tweak it, then hit Rewrite to smooth the tone.
4. Need another language? Use Translate.
5. Send with ⌘↵.

Tips

• Suggest reply and Rewrite always drop text into the composer — nothing is sent until you press send, so you stay in control.
• On the free Heuristic provider, Translate is honest about its limits and asks you to configure a real provider — switch to OpenAI or Claude for genuine translation.
• Use Draft KB on your best resolved tickets to grow the knowledge base without writing from scratch; the draft still goes through review before publishing.