Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Auto assist is on and proposes nothing. Four things to check, starting with the one that is usually it.
Symptoms
- The panel is empty on tickets you expected it to handle.
- It works for some agents and not others.
- It worked and then stopped.
One: the ticket is outside the scope
Auto assist is usually scoped by tag or topic. If the tag is applied by a trigger and the trigger did not fire, the ticket falls outside and nothing appears.
Open the ticket and check it actually carries the tag. This is the cause most of the time.
Two: no procedure matches
A procedure applies to a described situation. If nothing describes this case, there is nothing to propose, and that is correct behaviour rather than a fault.
Read the "when it applies" text on the procedure you expected and compare it with the ticket.
Three: the procedure is not published
Drafts do not run. A procedure that was edited and left unpublished disappears silently, which matches the "it worked and then stopped" symptom exactly.
Four: the agent does not have access
Copilot is assigned per agent. Where it works for some people and not others, this is the answer, and it is worth checking before anything else when the symptom is uneven.
Order to check
Access, then publication, then scope, then the procedure text. The first three are yes-or-no and take a minute; the fourth needs reading.
If all four are fine
Send pluscloud support a ticket number where it should have proposed something, and the name of the procedure you expected.
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