[ITSM | How-to] Draft and Refine Ticket Replies with AI in AssetSonar

Why It Matters

AI-assisted replies help agents generate draft responses, refine existing text, and adjust tone directly from the ticket reply editor.

Use them to speed up routine ticket communication while still reviewing every message before sending.

How to Set It Up

Go to Assistance → Tickets and open the ticket you want to respond to.

In the ticket conversation area, scroll down to the reply text editor and click Reply using AI. AssetSonar generates a suggested response using available ticket context, including the requester’s tone, issue details, assigned assets, previous conversation history, and troubleshooting context.

The AI-generated reply is added as a draft. Review, edit, or discard the draft before sending it.

To refine existing text, select the text you want to improve, open the dropdown next to Reply using AI, and click Refine text. AssetSonar corrects spelling, grammar, punctuation, and phrasing issues. If no text is selected, the full message in the editor is refined.

The spelling style follows your company location. If the company location is set to the UK, AssetSonar uses UK spellings such as “colour.” Otherwise, it uses American spellings such as “color.”

To adjust tone, open the Reply using AI dropdown and select Enhance tone. Choose one of the following options:

• Professional
• Casual
• Friendly

AssetSonar rewrites the reply in the selected tone while correcting grammar, punctuation, and spelling errors.

If you want to undo the AI-generated change, use Ctrl+Z on Windows or Cmd+Z on Mac.

Note: Review AI-generated replies before sending. Use them as draft suggestions, not final responses.

Next Steps

Open a test ticket from Assistance → Tickets, generate a reply using Reply using AI, then try Refine text and Enhance tone on a sample response.