Writing Assistant

Zammad’s writing assistant tools allow agents to apply AI based changes to their text before saving or sending it. You can access the settings in Zammad’s admin section under AI > Writing Assistant. Make sure to configure an AI provider before activating the feature. Otherwise, a warning message will tell you to do so. Activate the feature by turning on the switch.

Screenshots shows writing assistant settings screen with available default tools

Manage Tools

The main section of the screen holds a table where you can find all available writing tools. The table includes the name of the tool, an optional description in the Note column as well as an information about an optional limitation to specific groups.

You can Clone or Delete existing tools via ︙ action menu. To edit a tool, simply click on its row. To add a new one, click the New Writing Assistant Tool button in the header. Use cases for such individual tools could be:

  • Translation

  • Apply company and/or sector specific wording

  • Change the mood of the text

  • Reduce or eliminate subjective or uninformative parts

  • Combine different instructions in one tool

Configuration

Adding or editing a tool opens a dialog where you can configure it. If you want to add a new tool, consider cloning an existing one to have a good starting point. Read on for an explanation of each field.

Name

Add a name for the write assistant tool. This is what your agents see when they access the write assistant tools.

Custom instructions

Provide detailed instructions for the AI. This is a very important part of the configuration. They get included in the system prompt and tell the AI what to do with a given text. To get proper responses, the instructions should be constructed in a certain way:

  • They should be unambiguous and precise.

  • They can include one or more examples.

  • They should not include superfluous or redundant information.

  • They can specify an output format to keep the formatting and structure (namely HTML, see examples below).

You can even use variables by typing ::. This triggers a list of available variables where you can choose from. By using a variable, you can include object specific information in the instructions.

Tip

To help you build good instructions, we collected a few snippets which may be helpful, depending on your use case. Pick fitting ones and include it in your custom instructions and/or consider cloning an existing text tool and adjust it.

- Maintain the language of the given input text for the output.
- Preserve all existing HTML markup without alteration.
- Ensure the output is well-formatted, engaging, and free of errors.
- Do not introduce new or unrelated ideas that change the original message.
- Preserve all HTML tags (e.g. links, images) and formatting (e.g. bold, italic) whenever it makes sense.
- Preserve all key information, main arguments, and important details.
Groups

Define groups which can access the write assistance tool. If no group is selected (moved on the left side by clicking on it), the tool is available for tickets in all groups.

Note

Agents can access all writing assistance tools (including the restricted ones) during ticket creation as long as no group is selected.

Note

Add a note about the write tool for other admins and explain what it it is for. This information gets displayed in the table of tools. It is not considered as context for the AI.

Active

Set the write assistant tool to active or inactive.

After creating or editing, you should test if the result is as expected. In case you are not happy, feel free to adjust the instructions until it fits your expectations.

Usage for Agents

If enabled, agents have access to the default tools as well as the custom tools which are available for the group or are not limited to any group. They simply have to select the text they want to check/change and select the writing assistant tool they want to use. The AI section in the user documentation includes additional information.