If anyone need AI Reply Assistant - osTicket 1.18.x Plugin
https://github.com/sasabajic/AI-Reply-Assistant-Plugin-for-osTicket
Automatically generates draft reply suggestions for support tickets using OpenAI.
Drafts are posted as Internal Notes for agent review — never sent to customers.
Features
AI-generated draft replies as internal notes
Trigger on new tickets and customer replies
Manual "AI Draft" button in ticket action bar for existing tickets
Department / priority / tag / status filtering
PII redaction (emails, phones, cards, personal IDs, passwords)
Configurable OpenAI model, tokens, temperature
Rate limiting (per-ticket and global)
Static mini-KB, osTicket KB search, and Canned Responses search
Comprehensive logging (no PII in logs)
Admin settings UI within osTicket
