Auto-resolve is a set of rules, not a guess. It runs after triage when the Attempt auto-resolve setting is on.
The gate:
First it checks how sure triage was against How sure must it be to act by itself? on Settings, AI. You set it as a percentage, and it defaults to 85%. Below that the ticket is left alone with the reason recorded as low confidence. A ticket already marked auto-resolved is never processed twice.
What happens per category:
- license, the resolver gathers what it can find for that email address and composes a reply from it.
- howto, install and sales, the resolver searches your knowledge base and answers from the top matches.
- spam, the ticket is moved straight to the spam status with no reply.
- Every other category, including bug, refund and billing, is deliberately left for a human.
The license path:
- It reads the sales rows already recorded for that email address.
- It asks each connected integration for that customer's sales and license keys.
- If nothing at all is found, it does not reply. It leaves a private note saying no purchase was found and suggesting the customer may have used a different email address, and the ticket stays open.
- If something is found, Claude writes the reply under strict instructions to use only the supplied data and to invent nothing.
The knowledge base path:
The top five matching articles are passed in and the model is told to answer only from those excerpts and, when they do not fully cover the question, to say the team will follow up. If nothing matches, no reply is generated.
What happens to the answer:
By default the reply is stored as a private draft and the ticket is tagged ai-drafted, so a human still presses send. Only if you tick Send drafts without me when confidence is high is it emailed for real, the ticket moved to Waiting on customer, marked auto-resolved and tagged ai-resolved.
Even with that switched on, some answers always wait for you as drafts:
- Every sales question, asked before a purchase, so anything about prices is checked by you.
- Any reply that hands the question to your team, for example one saying the team will follow up or get back to them.
- Drafts written by Draft a reply for every ticket. Only the resolver's licence and how-to answers are ever sent by themselves.
A held reply sits on the ticket as a private AI Draft note, and the ticket stays in Needs you.