Once AI is enabled (see AI Providers), users whose group has the Use AI features permission get AI actions in several places across the admin portal. This guide covers the day-to-day features; the AI Report Builder has its own guide.
What gets sent to the provider: these assistant features send the content you invoke them on — the text in the editor, the ticket conversation, or the device's event log — to your configured AI provider. If that isn't acceptable for your organization, control who has the Use AI features permission. (The AI Report Builder is different: it never sends customer data.)
Every rich-text editor in the admin portal — ticket replies, customer emails, mass notifications, automatic email and notification templates, canned replies, ticket templates, contract and SMS templates, and more — gains an AI dropdown in its toolbar with these actions:
The action rewrites the editor's current contents in place and shows a confirmation with a one-step Undo. Where the editor has a paired subject line (e.g. email templates), the subject is rewritten to match.
Template merge tags in the %%TAG%% format are preserved exactly — they are never translated or reworded, so a rewritten template still fills in customer data correctly.
The Notes field on a customer's call log gets the same AI rewrite menu. Because call log notes are plain text, the result comes back as plain text (no formatting is introduced). Undo works the same way.
On a trouble ticket, the AI Actions menu offers three actions (ticket access permission is also required):
The AI is instructed not to invent facts and not to quote internal-only notes in customer-facing suggestions — but as with any AI draft, review before sending.
On the equipment details page, the Explain Status (AI) button reads the device's current state and recent event log and returns a plain-language explanation: what the device is, what the log shows, the most likely cause of an alert or down state, and a few concrete next steps. The result appears in a callout on the page. Equipment access permission is also required.
This is aimed at helpdesk staff and installers who need a quick read on why a device is flagged without parsing the raw event log.
After an AI result, a small thumbs-up/thumbs-down widget appears. Ratings are optional and never block your work — they, along with how much users edit AI drafts before using them, feed the quality picture administrators see. Feedback is stored locally in Powercode and is not sent to the AI provider.