Troubleshooting common issues

Check that assisted mode is off (Dashboard → Settings). Then check escalation rules that “require review”, and whether your daily ticket cap was reached (a banner shows on the dashboard).

Follow-ups are picked up within about a minute even if the help-desk webhook is not delivered. If a person on your team replied after TR-AI, TR-AI stays out on purpose. When testing, reply as the customer, not as an agent.

Open the ticket in the ticket log: low retrieval strength means no article matches well (write or retitle one); low grounding means the answer went beyond the sources. Re-crawl after publishing new articles.

Repeated questions reuse the earlier answer for 7 days. A new answer is generated after the knowledge base changes, after a draft is rejected, or when the earlier answer used that customer’s context.

It runs only when nothing else reaches your threshold. Topic insights shows which topics trigger it — adding articles for those topics removes the cost.

Reject the draft or mark the reply in the audit trail, then add an escalation rule (force triage or require review) for that topic. Run a regression test afterwards.

A red banner at the top of the dashboard says replies can’t be posted, and the account owner gets one e-mail per day while it lasts. Click “Reconnect” (or the button in the Integrations card), re-enter the credentials for your help desk — they are checked live before saving. TR-AI retries failing connections at growing intervals so your logs stay quiet until it is fixed.

TR-AI installs its webhook and two triggers in Zendesk automatically when you sign up, and re-checks them every 6 hours. If they were removed or changed, click “Install / repair in Zendesk” in the Webhook card. It needs a Zendesk admin (webhooks and triggers are admin-only).