How to Train Your Help Desk AI Using Sources?

AI Training Manager connects your support content to the Help Desk AI so it can auto-suggest replies and answer customer questions during ticket resolution. Find it under Settings > ProProfs AI > Sources.

What Is AI Training Manager?

AI Training Manager is the hub for connecting the data sources your Help Desk AI learns from. It pulls in content from your ProProfs Knowledge Base, public website URLs, uploaded documents, and past resolved tickets. The AI uses this combined training data to draft ticket replies, surface relevant help articles, and answer specific customer questions.

Why Use It?

Connecting more sources gives the Help Desk AI a fuller picture of your product and past support conversations.

• A new agent can't find the right answer fast enough — a trained AI surfaces the matching help article or drafts a reply in seconds.
• Customers keep asking the same questions — the AI answers them directly from your synced Knowledge Base and website content.
• Support content lives in scattered formats — syncing docs, URLs, and past tickets into one place feeds all of it to the AI at once.

Example Use Cases

• A support agent opens a ticket and sees an AI-suggested reply pulled from a synced Knowledge Base article.
• A Help Desk admin uploads an SOP document so the AI can answer policy-specific customer questions.
• A team lead enables Past Tickets syncing so the AI learns reply patterns from previously resolved conversations.

Step-by-Step Instructions

Step 1: Click Settings in the top navigation.

Step 2: In the left sidebar, open ProProfs AI and click Sources.
 

Step 3: Review the four source cards: Knowledge Base, Website / URLs, File Upload, and Past Tickets.

Step 4: Toggle Status on under the Past Tickets card to let the AI learn from resolved tickets.

Step 5: Click Manage under the Knowledge Base card.

Step 6: Enter your ProProfs Knowledge Base Email and Password, then click Sign In & Fetch Products.

Step 7: Go back and click Manage under the Website / URLs card.

Step 8: Click + Add URL, enter a Web Page URL, and click Add URL.

Step 9: Click Crawl Website to sync an entire site instead of a single page.

Step 10: Enter the Root URL and select a Max Depth for how many link levels to follow.

Step 11: Select Max Pages, then click Start Crawl.

Step 12: Click Manage under the File Upload card, then click + Upload Document.

Step 13: Choose a file up to 10 MB (.txt, .doc, .docx, or .pdf) and click Upload.

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