The AI is not doing anything at all:
Check three things in order. Is a key beginning sk-ant saved in Settings, AI? Has this month's spend estimate reached your cap, which stops every call until you raise it? And are the automation toggles on? With no key saved, triage, drafting and auto-resolve are all skipped silently.
Auto-resolve keeps refusing to answer:
That is usually correct behaviour. It only acts on license, howto, install and sales tickets, only above your confidence threshold, and only when it has evidence: a matching sales row, a license server key, or a knowledge base hit. Read the private note it leaves, which records the reason. Lowering the confidence threshold makes it act more often but on weaker classifications.
Emails are not arriving:
All outbound mail goes through wp_mail, so if WordPress cannot send, neither can the desk. Test with any transactional mail plugin first. For inbound, the Email tab warns you when the PHP IMAP extension is missing, and polling does nothing until your host installs it.
A replied email created a new ticket instead of threading:
The poller threads on the ticket reference in square brackets in the subject line. If your mail client or a forwarding rule strips it, the reply arrives as a new ticket.
A marketplace says my notification URL failed:
A 403 response means a signature check failed: a WarriorPlus security key that is not in your list, a JVZoo cverify mismatch, or a ClickBank INS secret that does not match. Clear the field to accept unverified notifications while you test, then put the secret back.
Knowledge base search returns the wrong article:
Search is keyword based, so rewrite the article using the words customers use, then re-save it, which rebuilds its index entries immediately. Note that the Reindex KB button on the Import screen does not complete in 1.1.1: re-saving each article, or calling the reindex route in the REST API, is the reliable path.
The search box on my public knowledge base page does nothing:
In 1.1.1 that field is not wired up. Visitors browse by category chip or use your theme's own search, and the article list itself works normally.