Product Update - January 24, 2026

Service Desk AI Draft Responses & Sentiment Analysis — AI-generated help desk replies with ticket sentiment detection

The Service Desk now uses AI to automatically generate draft reply responses for incoming tickets, giving agents a polished starting point rather than a blank page. Admins can configure a confidence threshold — high-confidence drafts can be set to send automatically, while lower-confidence ones are queued for human review and one-click approval or rejection. Alongside draft generation, each ticket now displays an AI-powered sentiment card that analyzes the requester's tone and emotional context, helping agents prioritize urgent or frustrated submissions and respond with appropriate care.

Use case: An IT support agent opens a ticket from an employee whose laptop has been down for two days — the sentiment card flags the message as frustrated and high-urgency, and an AI draft response is already waiting for review, letting the agent acknowledge the issue and set expectations within seconds.

Available in: Service Desk → Agent Dashboard → AI Draft Responses & Ticket Sentiment