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Use this guide to ask the Home AI Assistant for help, prepare a support request, and find an earlier conversation. It is for MSP staff. Company users have a similar page with their own controls.

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Before you start

  • AI must be available for your account. If you see no assistant, ask your MSP administrator.
  • The assistant has your access and no more. It cannot give you permissions.
  • Select the company you mean before you start. The assistant works within your company selection, and changing it can start a new conversation or hide an older one. Your staff permissions differ from what a company user sees.
  • Keep passwords, recovery codes, API keys and unrelated personal information out of the chat.

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Start a conversation

1

Open Home

Click Home in the sidebar. When your portal uses the AI Home, you see a greeting and a message box. On other pages, or when AI Home is off, click the sparkle tab on the right edge, labeled Open assistant. Your portal settings control the greeting, shortcuts and branding.
2

Type your question

Click the message box and describe what you need. For example, “How do I find a completed support ticket?” Name the feature or task so the assistant can find the right help.
3

Send it

Press Enter or click Send message. Press Shift+Enter for a new line.
4

Read the answer and its sources

For how-to questions, ask for the product guide and open its link. For questions about your records, check that the assistant found the record you meant. A guide describes a feature. Your role decides whether you can use it.
5

Ask a follow-up

Reply in the same conversation. Wait for the current answer to finish before you send another message. Say so when you mean a different ticket, company or record.
You can also use the microphone button, labeled Talk to the assistant, when voice is turned on for your portal.

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Ask for help or share feedback

Branch preview: feedback and the assistant now share one conversation when AI is available.
Select Send Feedback in the top bar (under More on a phone), or use Help & Support > Send Feedback. This opens the shared assistant and starts an empty message with I have feedback:. Your existing draft is preserved. Nothing is sent until you finish the message and send it. On AI Home this focuses the Home conversation; on other pages it opens the assistant beside your work. You can also select Open assistant to start a normal conversation. Describe your question, problem or idea. The assistant checks the product guides before sending feedback. If the feature already exists, it explains the steps and links to the guide. Reply if those steps do not solve your problem; unresolved bugs and missing capabilities can then be sent as feedback. You do not need to choose a feedback category. Use Capture this page or Upload image to attach screenshots for a possible feedback report. You can also paste or drop images into the composer. Describe the issue in words: the assistant cannot read these images. Wait for the assistant to confirm that feedback was submitted. If AI is unavailable, Send Feedback keeps the direct feedback form. If the assistant cannot finish a response, select Send Feedback beside Try again to open the direct feedback form. Describe the problem, choose its type and send it without waiting for chat to recover. The topbar Send Feedback button also opens this form after a chat failure. Closing and reopening the form preserves an unfinished draft.
Assistant with I have feedback prefilled and guidance that it looks for an answer before sending feedback

Branch preview: Send Feedback opens the assistant with an editable starting prompt.

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Follow a response

Branch preview: live progress stays inside the current reply, directly below your request. The finished answer replaces the progress display.
Select Stop response to end a running reply. Text already received stays visible with a Stopped status. If no answer text has arrived, the reply shows Stopped. Stopping a response does not undo a change that has already been applied.
Assistant showing Looked at Tickets and Designing the block below the current request

Branch preview: work appears inside the current reply.

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Use a shortcut

The default shortcuts are Find my Account Manager, Open a support ticket, Check training status and View open tickets. Your portal settings can change them. Click a shortcut to send its question at once. It does not wait for you to edit it. To check a question first, type your own.

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Open a support ticket

1

Describe the problem

On Home, type what is wrong, for example “My laptop will not connect to the VPN.”
2

Answer the assistant's questions

The assistant asks for anything it is missing and prepares a ticket draft. Click Edit form if you want to change the draft by hand, and Hide form to close it.
3

Review and submit

Click Review and submit. A Review change card shows the exact ticket.
4

Apply or discard

Click Apply change to create the ticket, or Discard to stop. Wait for the confirmation. See How to open a ticket for what happens next.
You can also use Tickets > New Ticket. When your role allows it, a New Ticket button also shows at the top right of Home. Home message box with an unsent example support request and Send control.

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Review a proposed change

1

Read the card

When the assistant proposes a change, a Review change card shows the target record and the exact values.
2

Apply or discard

Click Apply change if everything is right. Click Discard if not. Typing “yes” in the chat does not apply the card.
3

Check the result

Wait for Applied. A draft, an explanation or a ticket preview does not mean anything was saved. If a page editor receives a draft, save it with that page’s own Save button.
If the result is unclear, check the record before you ask again. A failed attachment does not always mean the ticket was not created.

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Return to a conversation

1

Open recent conversations

Click the history icon, labeled Recent conversations. On Home it is at the top left. Inside a conversation it is in the toolbar.
2

Pick one

Click an entry to reopen it. Press Escape or click outside the list to close it.
3

Start a new topic

Click New conversation in the toolbar to begin a separate topic. It does not undo a change or close a ticket.
The list depends on your account, company selection and access. If an older conversation is gone after an access or company change, start a new one. A missing entry does not mean its ticket was deleted.

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Troubleshooting

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Frequently asked questions

Yes. Shortcuts send their preset question at once. Type your own question when you want to check it first.
Start with the assistant on Home. Tickets > New Ticket is the manual form.
No. Ask for instructions when you want guidance. Preparing a ticket and creating it are separate steps, and nothing is created until you click Apply change.
No. Roles and company access are managed in Settings > Users & Roles, not through chat.
No. It starts a new topic. Saved changes and created tickets stay as they are.