Jev's suggestions on a ticket: duplicates, "thanks, sorted", tags and saved replies
On desks with AI triage & assist switched on, Jev, IntelliDesk's AI, leaves suggestions on tickets. None of them does anything until you click, and each shows how confident Jev is. Here's what each one means and what to do with it.
"Possible duplicate of HD-…"
A blue banner above the conversation when a new ticket looks like the same issue as an earlier one, for example a customer who emailed twice, or the same problem raised from two addresses.
Jev compares the new ticket with tickets from the last 60 days: the same customer's recent tickets, and tickets with a similar subject. It only suggests one when it's confident.
- Review & merge opens the merge dialog with the other ticket filled in. Check both, then merge. See Keeping the inbox clean: merge, block and delete.
- × dismisses the suggestion if they're different issues.
"The customer's latest message reads as resolved"
A green banner when the customer's latest reply confirms the problem is fixed, or that they need nothing more ("Thanks, that's sorted!"). A reply that says thanks and asks something new doesn't count.
- Close ticket closes it in one click.
- × dismisses it, for example if you want to follow up first.
This is checked each time the customer replies, so the banner is always about their latest message.
Suggested tags
Up to three Suggested tags in the ticket's side panel, picked from your workspace's existing tags. Jev never invents new tags.
- Click + tag name to add it. Hover over it to see how confident Jev is.
- × dismisses a suggestion.
Tags already on the ticket aren't suggested. Clear, specific tag names get better suggestions.
Suggested replies
Up to three Suggested replies in the reply box: the saved replies (canned responses) that best fit what the customer just asked. Click one to insert it, placeholders filled in. They're refreshed each time the customer replies. If none of your saved replies fits, none are shown.
See Canned responses: reusable templates with macros.
Flags from triage
When a ticket arrives, Jev may add badges in the side panel: Frustrated customer, Automated message or Possible spam. They're information only. Nothing is closed, deleted or blocked. See Turning on AI triage for a help desk.
When you don't see suggestions
- The desk doesn't have AI triage & assist switched on.
- Jev wasn't confident enough. It stays quiet rather than guess.
- The suggestion was dismissed, or the ticket is already tagged.
- The AI couldn't be reached. Everything else on the ticket works normally.
Suggestions only appear to your team. Customers never see them.
Related: What is Jev? The AI in IntelliDesk explained · Tags, priorities, and ticket types · Reply checks: what the "Before you send" warnings mean