Troppus

Assist

Assist helps agents write customer replies faster. Generate a draft from the ticket thread, or polish a message you already started. It's included on every Troppus plan. Your workspace uses its own OpenAI API key, so AI usage is billed to your OpenAI account.

Add your OpenAI key

  1. Open Admin → Workspace.
  2. In the OpenAI API key section, paste a key that starts with sk- and save it.
  3. Only workspace admins can set or clear the key. Agents never see the full key after it's saved.

Without a key, Assist stays unavailable. Ask an admin to add one before agents use it.

Open Assist on a ticket

  1. Open a ticket and find the composer (reply or internal note).
  2. Click Assist in the toolbar. You can use it with an empty composer or with a draft already started.
  3. Choose how you want help, then click Generate.
  4. Review the result. Optionally refine it with a short instruction, then Accept to put it in the composer or Discard to keep your original text.

What you can ask for

  • From scratch: draft a reply using the ticket thread as context (works with an empty composer).
  • Fix grammar & spelling, Make it clearer, More professional, or Make it shorter: improve text you already wrote.
  • Other: describe exactly what you need in your own words.

Tips

  • Assist uses the conversation on the ticket for context. It should not invent facts that aren't in the thread or your draft.
  • Always review before sending. You stay responsible for what goes out to the customer.
  • Pair Assist with canned replies for answers you reuse often, and write unique replies when the situation needs it.

For the rest of the reply flow (notes, attachments, recipients), see Replies and notes. Back to Work tickets.