About ServiceAI's Daily Insights Email

The Daily Insights Email is an automated daily summary sent to ServiceAI users, providing a high-level overview of service desk ticket activity from the previous 24 hours.

To receive this digest, all of the following must apply:

• The recipient is an agent (any permissions level) within ServiceAI

• The recipient has Daily Insights Email enabled in their profile settings

• Email notifications have not been disabled for the recipient's role by a Tenant administrator (see Administrator Email Notification Settings below)

The email is best used as a quick summary of the state of the service desk, and a launch point to get into ServiceAI directly from your emails.

• Email Details and Contents
• Managing Email Preferences
• Administrator Email Notification Settings
• Troubleshooting Email Delivery Issues

Email Details and Contents

• Sender: DoNotReply@us.email.serviceai.app
• Frequency: Once daily, before the start of the workday (based on your configured time zone)
• Coverage: Previous 24 hours of ticket activity from connected boards/queues

The contents of the digest email cannot be customized. It contains the following sections:

Ticket Statistics

• Number of tickets opened in the last 24 hours
• Number of tickets closed in the last 24 hours

Keyword Trends Word Cloud

• Visual representation of frequently occurring keywords from recent tickets
• Helps identify common issues or topics

Root Cause Analysis

• Word cloud showing root causes from closed tickets
• Note: This only appears when tickets have been resolved
• Based on AI summarization of ticket conversations

Tickets for Review

• Highlights 3 priority tickets flagged by AI as needing attention
• Helps managers focus on critical issues

Managing Email Preferences

To enable/disable the digest email:

1. Click on your name in the top right corner of ServiceAI
2. Navigate to your profile settings
3. Toggle Daily Insights Email on or off

The changes will save automatically.

Administrator Email Notification Settings

Tenant administrators can disable email notifications for users at specific permission levels. This is useful for organizations that want to limit Daily Insights Emails to managers and senior staff while preventing unnecessary emails for lower-level users.

To configure these settings:

1. Navigate to Settings > Access
2. Locate the Email Notifications card
3. Use the checkboxes to disable email notifications for specific roles:
   • Disable for Editors — Prevents users with the Editor role from receiving Daily Insights Emails
   • Disable for Viewers — Prevents users with the Viewer role from receiving Daily Insights Emails
4. Click Save to apply the changes

When email notifications are disabled for a role, users at that permission level will not receive the Daily Insights Email regardless of their individual profile settings. Admin and Owner-level users are always eligible to receive emails.

Troubleshooting Email Delivery Issues

If you are having trouble seeing the digest email in your inbox:

• Check spam/junk folders if emails are not received
• Add DoNotReply@us.email.serviceai.app to your safe sender list
• Contact your email administrator if delivery issues persist
• If you are an Editor or Viewer user and are not receiving emails, check with your Tenant administrator — email notifications may have been disabled for your role under Settings > Access