Home

v2026-04-20

MagicTicket is in active beta. These documents are reviewed each release; we’ll notify all account holders by email if a substantive change requires re-acceptance. Current revision: v2026-04-20. Questions? Get in touch.

How MagicAI uses your ticket content

Last updated: v2026-04-20

What MagicAI does

  • Auto-reply — when a customer posts on a ticket, MagicAI may post a friendly automated reply within seconds.
  • Suggestions — staff can ask MagicAI to draft a reply to a ticket on demand.
  • Thread summary— every ticket has a one-sentence “where this stands” summary that regenerates after each new message.
  • Auto-deflection — when a customer is creating a new ticket, MagicAI suggests workspace knowledge-base entries that may already answer their question.

Where the model runs

MagicAI is powered by xAI (Grok). When MagicAI is invoked, MagicTicket sends the relevant ticket text and the workspace’s knowledge-base entries to xAI for a single inference. See the subprocessors page for details.

What it sees

  • The current ticket title and description.
  • Up to the last 30 visible messages on that ticket (internal staff notes are excluded from auto-reply prompts).
  • The workspace knowledge-base entries trained by the workspace admin.
  • The current server time and workspace name.

What it doesn’t see

  • Other workspaces’ data.
  • Internal notes (when generating customer-facing replies).
  • Attachment binaries.
  • Billing details, payment methods, or auth credentials.

Limits and accuracy

MagicAI may produce inaccurate or incomplete answers. For company-specific facts (Wi‑Fi passwords, business hours, prices, contact info, equipment specifics, vessel/office procedures) MagicAI is constrained to the workspace knowledge base — if an answer is not there, MagicAI is instructed to say so rather than guess. For general questions (greetings, simple tech advice, definitions, the current date or time) MagicAI may answer from its own knowledge.

Always verify any specific fact MagicAI returns before acting on it. Workspace admins can disable MagicAI on a per-workspace basis (see the workspace settings — coming soon).

Training opt-out

MagicTicket does not use customer ticket content to train its own models. xAI’s data-retention and training-opt-out policies for the API tier we use are described on xAI’s privacy policy.