Use Supa for your team

Supa helps your team find requests, gather context, and prepare changes inside Supahelp. It is separate from the customer-facing Ask Supa on your help center.

This feature is available where enabled for your workspace. If Supa AI or Ask Supa is missing, ask an owner or admin to check Settings → AI Configuration → Supa for your team.

Start a conversation

• Open Supa AI in the side navigation for a workspace conversation.

• Open a request and select Ask Supa for a conversation linked to that request.

• Use Chats to reopen your conversations, or New chat to start another.

In a linked conversation, “this request” refers to the request you opened. In a general conversation, give Supa the request number when asking about a specific request.

What you can ask

Try questions such as:

• “How many requests are in each status?”

• “Find high-severity bug reports from this week.”

• “Read this request's conversation and summarize what the customer needs.”

• “Find the published article about connecting a custom domain.”

• “Draft a reply to this customer.”

• “Propose closing this request.”

• “Turn this solution into a Knowledge Base draft.”

Supa searches across teams by default. Narrow your question by team, date, status, or request number when you want a smaller result. It may show partial results; it does not necessarily read every message or request in a large workspace.

Review changes before approving

Supa can propose request property and label changes, contact changes, internal comments, email replies, same-issue group changes, and Knowledge Base drafts.

1. Read each proposal and check the target request or contact.

2. Check the proposed text and values, including any missing-information placeholders.

3. Approve only the changes you want, or cancel the proposal.

4. Check the result before assuming the action completed.

Only the member who requested a proposal can approve it. Your normal role permissions still apply. Knowledge Base drafts require Owner, Admin, or Editor access.

Proposals expire after 24 hours. If the request, contact, article, or email conversation changes before approval, the proposal may fail. Ask Supa to prepare a fresh proposal.

Drafts, emails, and publication

Approving an email reply queues a real email to the customer through your connected support address. Check the wording before approving, then check its delivery status in the conversation.

Approving a Knowledge Base proposal saves a draft. New pages go into Page storage. Review and organize them in the Knowledge Base Editor, then publish separately. Supa's team assistant does not publish your help center.

Supa cannot inspect your customer's account in your own product or external systems such as Slack, Jira, or Linear.

Credits and history

Each completed Supa response uses 10 AI credits, whether it answers a question or prepares proposals. Approving a proposal does not add another Supa chat charge. Other AI actions, such as generating a request summary, have their own costs.

Your chats belong to you within the workspace and expire after 30 days. Chat history is not a permanent record of support work; check requests and their activity history for completed changes.

See AI features in Supahelp, AI credits explained, and AI and your data.