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Set important Skills as “always-used” to ensure the help desk agent includes them when responding to every ticket—not just tickets that match the skill description.

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When to Use

Always-used skills are ideal for:
  • Tone of voice — Define how the agent interacts with users
  • Ticket assignment rules — Assign to specific owners based on content
  • Compliance requirements — Guarantee data protection on all requests
  • Security protocols — Ensure incident response procedures are followed

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How to Enable

Toggle Always use when creating or editing a skill.
When an always-used skill shapes the agent’s response on a ticket, it appears in that ticket’s Relevant Skills, even when the agent didn’t cite it directly. This lets you see which mandatory skills were in effect.
Keep always-used skills focused on universal rules. Too many always-used items can slow response quality—reserve it for skills that truly apply to every conversation.