HESK^® OpenAI Documentation

This will guide you to setting up OpenAI for Hesk.

» Install OpenAI HESK

BACKUP YOUR EXISTING HESK DATABASE AND FILES
Upgrades can go wrong. Have a backup.

1. Extract the hesk360_openai.zip and add the .php files to /admin or your renamed /admin directory
2. Add OpenAI settings, edit the hesk_settings.inc.php file and include your API key and other configurations as shown below:
3. Open the hesk_settings.inc.php file in your Hesk installation directory, typically found in the root directory of your Hesk installation.
4. Locate // --> Attachments, and insert the following code snippet above Attachments section:

                // --> OpenAI settings
    $hesk_settings['openai_enable']=0;
    $hesk_settings['openai_model']='gpt-4.1-nano-2025-04-14';
    $hesk_settings['openai_max_tokens']=300;
    $hesk_settings['openai_temperature']=0.7;
    $hesk_settings['openai_api_key'] = 'API_KEY_CHANGE_ME';
    $hesk_settings['openai_system_prompt'] = "Your role is a IT Manager dedicated to supporting and helping staff and customers. Your mission is to solve issues, answer questions, and provide guidance on IT-related matters. You are here to assist with any technical challenges that arise, ensuring a smooth and efficient IT experience for everyone.";
    $hesk_settings['openai_user_prompt'] = "Rewrite the draft reply to be more helpful and complete.";
            

Make sure to replace API_KEY_CHANGE_ME with your actual OpenAI API key.

» Use OpenAI HESK

Once you have configured the settings, you can use OpenAI to generate suggestions for ticket replies. The OpenAI integration will use your reply to rewrite and add suggestions to support the customer.

» Help & Support

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