> ## Documentation Index
> Fetch the complete documentation index at: https://docs.msportal.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Use the Home AI Assistant

> Ask questions, read guide citations, review proposed changes, and return to recent conversations.

export const openTicketLink_0 = "/user-guides/ticketing/open-a-ticket"

export const followUpLink_0 = "/user-guides/ticketing/follow-up-on-a-ticket"

export const accessLink_0 = "/user-guides/account/understand-your-access"

**Audience:** Company users. Your IT provider manages AI availability, templates, and your permissions.

Open **Home** to ask for help, prepare a support request, or ask how to use your portal. Your IT provider can customize the greeting, shortcuts, branding, and available features.

## Before you start

* Sign in to the portal supplied by your IT provider. AI must be available for your account.
* Your role still controls access to tickets, training, records, and actions. The assistant does not grant permissions.
* If you can choose a company, select the intended company before starting. Changing company scope can start a new conversation or make a previous conversation unavailable.
* Keep passwords, recovery codes, API keys, and unrelated personal information out of chat.

## Start a conversation

<Steps>
  <Step title="Describe what you need">
    Type in the message box. For example: “How do I find a completed support ticket?” Include the relevant feature or task so the assistant can find the right guidance.

    Press **Enter** or select **Send message**. Use **Shift+Enter** for a new line.
  </Step>

  <Step title="Read the answer and its sources">
    For product how-to questions, ask for the product guide and open its citation. For questions about your records, check that the returned record is the one you intended.

    A linked guide describes a capability; its prerequisites and your permissions determine whether you can use it. If a source is missing or the assistant says retrieval failed, use the relevant portal page or ask your IT provider.
  </Step>

  <Step title="Continue with a follow-up">
    Reply in the same conversation to clarify the task. Be explicit when changing the ticket, company, or record you mean. Wait for the current response to finish before sending another message.
  </Step>
</Steps>

## Use a shortcut

The default shortcuts include **Find my Account Manager**, **Open a support ticket**, **Check training status**, and **View open tickets**. Your provider can change them.

Selecting a shortcut immediately sends its question. It is not an unsent text suggestion. Typing your own question gives you a chance to review it before sending.

## Open a support ticket

Start with the **Home AI Assistant** and describe the issue. Answer the questions it asks, then review the prepared request. Follow <a href={openTicketLink_0}>How to open a ticket</a> for the submission result and failure recovery.

**Tickets > New Ticket** is the manual alternative. A **New Ticket** button can also appear on Home when your role allows creation.

<img src="https://mintcdn.com/msportal/CuJu_16D8ZGdquKW/images/product/home-ticket-prompt.png?fit=max&auto=format&n=CuJu_16D8ZGdquKW&q=85&s=d5d85b48012701d84a1f689ccd293900" alt="Home message box with an unsent example support request and Send control." width="1344" height="248" data-path="images/product/home-ticket-prompt.png" />

## Review a proposed change

When the assistant prepares a change, inspect the review card, target record, and exact proposed values. Use the card's **Apply** control only when the proposal is correct; discard it when it is not.

Typing “yes” in chat is not the same as applying a review card. Wait for an applied result or creation confirmation. A draft, explanation, or ticket preview does not prove that anything was saved. If a page editor receives the draft, follow that editor's own Save controls.

For an unclear result, check the existing record before repeating the request. A failed attachment or appointment does not necessarily mean ticket creation failed.

## Return to a conversation

Select **Recent conversations** (the history icon) to open the available history. Select an entry to reopen it. Press **Escape** or click outside the list to dismiss it.

The history list depends on your current account, company scope, and access. If an older conversation is unavailable after an access or company change, start a fresh question. Do not treat a missing history entry as proof that its ticket or other record was deleted.

Use **New conversation** in the conversation toolbar to begin a separate topic. Starting a new conversation does not undo an applied change or close a ticket.

## Troubleshooting

| What happened                                | What to do                                                                                                                                |
| -------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------- |
| AI is unavailable or a response fails        | Keep your question, check your connection, and try again. For support, use Tickets > New Ticket or your provider's usual support channel. |
| A cited control is missing                   | Check the guide's audience and prerequisites, your role, selected company, and provider setup.                                            |
| The assistant selected the wrong record      | Correct the target before applying anything. Open the record to verify it.                                                                |
| A review card can no longer be applied       | Check whether the record or your access changed. Request a fresh proposal and review it again.                                            |
| Recent conversations cannot load             | Close the list and reopen it. If the error persists, contact your provider; do not repeatedly submit the original task.                   |
| A response contains no usable guide citation | Ask for the relevant product guide or use the documentation navigation. Do not assume an unsupported step exists.                         |

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Does clicking a shortcut send the question?">
    Yes. Shortcuts send their preset prompt immediately. Type your own question when you want to review it first.
  </Accordion>

  <Accordion title="Where should I start a support request?">
    Start with the AI Assistant on Home. Tickets > New Ticket is the manual form alternative.
  </Accordion>

  <Accordion title="Does a how-to question create a ticket?">
    Ask explicitly for instructions when you want guidance. Preparing a ticket and submitting it are separate steps; review the proposed request and wait for confirmation.
  </Accordion>

  <Accordion title="Can the assistant grant me permissions?">
    No. Your MSP manages user roles and company access. Company administrators do not manage portal users or grant permissions through chat.
  </Accordion>

  <Accordion title="Does starting a new conversation undo an action?">
    No. New conversation starts a new topic. It does not undo saved changes or close created tickets.
  </Accordion>

  <Accordion title="Can I rely on a guide citation as proof that my account has access?">
    No. Read the guide's prerequisites and use the controls available to your account. Product documentation does not grant access.
  </Accordion>
</AccordionGroup>

## Related guides

* <a href={openTicketLink_0}>How to open a ticket</a>
* <a href={followUpLink_0}>Follow up on a ticket</a>
* <a href={accessLink_0}>Understand your role and company access</a>