QueAssist Settings & Usage Quota
Control what QueAssist is allowed to do automatically, and keep an eye on how much of your monthly AI quota you've used.
1. The Master Switch (Settings → QueAssist)
Enable QueAssist — the top-level toggle. Turn it off and:
- •New tickets skip triage entirely and go straight to your agents untouched.
- •The portal chat assistant is disabled — employees only see traditional forms.
Everything below only applies while this is on.
2. Agentic Resolution
- •Agentic resolution — lets QueAssist attempt to resolve straightforward employee requests itself (portal chat and email tickets), instead of just triaging and handing off to an agent. See Agentic Auto-Resolution for how the confirmation flow works.
- •Max attempts before escalation (1–5, default 2) — how many back-and-forth troubleshooting turns QueAssist gets before it hands the ticket to a human agent.
3. Triage & Auto-Resolve Confidence
- •Triage itself runs automatically on every new ticket whenever QueAssist is enabled — there's no separate switch for it.
- •Auto-resolve when confident — once QueAssist has triaged at least one ticket, you can let it automatically close tickets it's highly confident about, without agent review.
- •Confidence threshold (80–99%, default 92%) — how sure QueAssist needs to be before it auto-resolves. Raise it to be more conservative, lower it to auto-resolve more tickets.
4. Safety & Alerts
- •Require knowledge base grounding — if your Knowledge Base has published articles, this stops agentic resolution from answering unless it found a matching article to base the answer on, instead of letting it improvise.
- •Usage alert email (50–95%, default 80%) — sends the workspace owner a heads-up email once you cross this percentage of your monthly AI quota.
5. Emergency Stop (Kill Switch)
A single Kill switch toggle in its own card on this page immediately halts every autonomous action QueAssist can take — agentic resolution, playbooks, and every connected integration tool call (Google Workspace, Microsoft Entra, custom MCP servers) — without disconnecting or reconfiguring anything.
- •Triage, draft replies, ticket summaries, and portal chat keep working while it's on — nothing acts on your systems, but QueAssist can still talk and suggest.
- •Turn it back off to resume agentic resolution, playbooks, and integration tool calls exactly as they were configured.
- •It does not cover AI Agent Access (external AI apps connecting into QueueDesk) — that has its own separate on/off switch, since it's a different direction of access entirely.
Use this if you ever need to immediately stop QueAssist from taking real-world actions — for example, while you investigate an integration behaving unexpectedly — without losing any of your settings.
6. Usage This Month
The settings page shows your live usage against your plan's quota:
- •Triaged — number of tickets QueAssist has categorized this month.
- •QueAssist resolved — how many of those it fully resolved without an agent, and the resolution rate.
- •Actions — a progress bar of AI actions used vs. your monthly limit, with the reset date.
Quota limits scale with your plan: Starter (50/mo), Growth (500/mo), Scale (2,000/mo), Enterprise (unlimited). If you're running low, you can purchase a one-time top-up pack from the billing page, or upgrade your plan.
A Recent QueAssist activity table (task, status, time) is also shown once you have activity to review.
7. Tool-call audit log
When QueAssist or a connected integration takes an action, it appears in the Tool-call audit log at the bottom of this page (once there is activity to show).
| Column | What it tells you |
|---|---|
| Provider | Google Workspace, Microsoft Entra, Custom MCP server, or an external AI app name. |
| Tool | The specific action (e.g. account status check, password reset). |
| Ticket | Which ticket triggered it, when applicable. Portal chat rows may show —. |
| Source | Portal chat, Ticket resolution (includes playbooks), or External AI app (MCP). |
| Result | Success — completed. Blocked — refused by safety rules (identity mismatch, disabled tool, kill switch, sensitive tier). Failed — attempted but the provider returned an error. |
| Time | When it happened. |
Use this table after enabling write tools, or when an employee reports "QueAssist wouldn't reset my password" — Blocked rows mean QueueDesk stopped the call on purpose. See Identity Scoping & Safety for why actions are allowed or refused in portal chat vs on tickets.
Next: read Identity Scoping & Safety for who QueAssist can act on, Connecting Integrations & Custom MCP Servers to let QueAssist take real actions in Google Workspace, Microsoft Entra, or a server of your own, No-Code Playbooks for deterministic per-category flows, or AI Agent Access to let your team connect Claude, Cursor, and other AI apps directly to QueueDesk.