Every AI draft in the support inbox names the help articles it used, as chips under the reply, so the agent can open a source before sending. A draft cites at most two, and only articles above the match bar.
Help desk · support inbox
app.yourhelpdesk.com/inbox
Support inboxSorted today149Drafts sent unchanged72%Waiting on a person4
DKCharged twice this monthHi, our card was charged twice for November…Billing
RMCan't export the WBS reportThe export button spins and nothing downloads…Bug
JTHow do I add a new site?We just won a new project and need to set it up…How-to
ASRemove our second seatOur contractor finished, please drop the seat…Account
LOLove the new approvals screenJust wanted to say the sign-off flow is much faster…Feedback
Dana K. · Ops lead09:12Hi, our card was charged twice for November. Can you refund one of them?
AI draftFrom 2 help articles
Hi Dana, sorry about that. I can see two charges on 1 November, so I've queued a refund for the second one. It will reach your card in 3 to 5 working days, and your plan stays the same.
1Refunds and double charges2Billing dates
EditSend✓ Sent after review
Bug sent to engineeringLikely inbilling/charge-retry.tsa failed charge was retried twice
Illustration · sample data
The support inbox, redrawn with sample data
Why two, not five
Citing every article that matches a ticket looks thorough. It makes the draft slower to check: each extra source is one more thing to open, and faced with five, a busy agent tends to open none.
So the cap is two. If nothing clears the bar, the draft says so and leaves the reply to the agent, rather than padding it with weak matches.
Fewer sources, each one worth opening, keeps a person's review fast enough to keep doing. That review is the whole point.
