How exactly does "Reply assistance" work in Zoho Desk? What context is sent to the LLM?

How exactly does "Reply assistance" work in Zoho Desk? What context is sent to the LLM?

Hi,

Im trying to better understand the technical behavior of the feature "Reply assistance" in Zoho Desk, and I couldn’t find detailed information in the current documentation.

Specifically, I have questions about what data is actually being sent to the underlying large language model (LLM) when answer generation takes place:

What context does the system send to the LLM?
  1. Ticket subject?
  2. The description content?
  3. Other ticket fields?
  4. Ticket threads?
    1. Does it include all email threads, or just the most recent ones?
  5. Comments?
    1. Does it process public comments only, or private ones too?

I would really appreciate a detailed explanation of how the context is built and exactly what is passed to the LLM. This insight is crucial for us to understand how it works and how we can optimise this feature.

Thank you in advance!

Regards,
Sven