Which AI runs a ticket

Each run uses one AI. Which one depends on your company’s AI mode in Settings › AI and on the person who asked.

AI mode	Who runs
Each person’s own Claude	Only people who connected their own Claude can run tickets.
Own Claude first, company key for the rest	People with their own Claude use it; everyone else uses the company’s default key.
Company key for everyone	Every run uses the company’s default key. Offered once company keys are live for your company.

Owners and admins change the mode. To choose Company key for everyone, add a key that passed its check first.

Whose AI, exactly

A ticket runs on the AI of the person who asked.
A teammate’s reply on someone else’s ticket runs on the teammate’s own AI.
Anyone in the company may stop a run.
The AI column on Tickets shows Own plan or Company key for each ticket.

If the person who asked has no AI to run on, the run doesn’t start. The ticket says why and what fixes it:

Claude account not connected: they connect it on Settings › AI. See Claude not connected.
No company AI key: an owner or admin adds one on Settings › AI.

Your company’s owners and admins also get an email, at most once a day per person.