How to control ticket data sent by PD AI Assistant in WHMCS
PD AI Assistant’s ticket settings determine when its native staff ticket features can send content to your connected AI provider. Review them before using real support threads, rather than assuming that connecting an engine leaves every ticket workflow inactive.
Open the relevant settings
Go to PD Modules → PD AI Assistant → Settings → Data & privacy. Find Support tickets and read Ticket AI mode together with the other controls on the page.
Review automatic ticket summaries
In this released WHMCS workflow, Show an AI summary at the top of each ticket can send the thread when a staff member opens the ticket. Suggest on demand by itself does not mean every ticket-related provider request waits for a click.
If you want a native on-demand workflow, select Suggest on demand and clear that automatic-summary checkbox before saving. Staff can then request the intended assistance deliberately. To stop the native staff ticket-reading and drafting features, choose Ticket AI mode → Off instead.
Review masking and save
- Choose the ticket mode that matches the intended workflow.
- Review Strip obvious secrets before sending.
- Check the other values on this settings tab, because its Save submits them together.
- Choose Save, reopen the tab and confirm the intended settings.
- Use an approved, non-sensitive example when checking the behaviour.
Secret stripping is best-effort masking of recognisable patterns. It can miss unusual formats and is not a reason to send a thread containing credentials. Review the source material and do not paste secrets into the chat to test the masking.
Understand the boundary
Turning native ticket AI Off does not erase information already sent, earlier chat context or knowledge documents that contain ticket excerpts. The customer assistant, additional MCP Hub tools, connectors and other integrations have their own controls. Do not treat this one setting as a global stop for every possible source of ticket-related information.
A generated summary or draft needs checking against the original ticket. Sending a reply is a separate decision; do not apply a Pending action merely to find out whether the provider connection works.
For an unexpected provider request or missing control, retain the selected mode, original attempt time and redacted symptom while your hosting team checks the affected surface. Avoid attaching private ticket threads or credentials to the diagnostic message.
See the PD AI Assistant WHMCS guide for related tasks, or explore PD AI Assistant.
