Reviewed 06/10/2026

Using Mingo AI in a Ticket Chat

Phase 6 — Tickets & PSA Workflow · OpenFrame Onboarding

Every OpenFrame ticket has AI built in — and it shows up in two places. Fae handles the client side; Mingo is your assistant on the technician side. This guide is about working with Mingo (and how it sits next to Fae) so the AI actually saves you time instead of getting in the way.

Two assistants, two jobs

Open a ticket and you'll see two chat panels side by side:

• Client Chat — Fae. The client-facing assistant. It talks with the end user in plain language, gathers symptoms, and proposes fixes. You can Start Direct Chat to take over and message the client yourself at any point.
• Technician Chat — Mingo. Your technical assistant. You type into "Enter your Request…" and Mingo helps you investigate and act — check the device, pull the relevant facts, draft a fix. Mingo also lives in its own Mingo section in the left nav for fleet-wide work outside any single ticket.

Same idea, different audience: Fae speaks to clients, Mingo works with techs.

What Mingo can do

In the Technician Chat, Mingo is grounded in the ticket's linked device and your fleet, so you can ask it to actually do technical work, not just chat:

• Investigate — "What's the disk usage on this machine?" "Is the Fleet agent healthy?" "Which Windows updates are pending?"
• Explain — summarize what's wrong, interpret a log, lay out options.
• Act — propose and (with your approval) run a command or script on the device to apply a fix.

Because Mingo is tied to the device on the ticket, "this machine" just works — you don't have to tell it which computer you mean.

How to work with it

1. Open the ticket and read the Client Chat to see what Fae has already established with the user.
2. Select Mingo AI top right. Mingo will now reply to all prompts in the context of that open, currently viewed, ticket.
3. Review what it comes back with. When Mingo proposes an action that touches the machine, it won't run silently — it asks for your approval first (see Approval Workflows — When Mingo Asks Permission).
4. Step into the Client Chat with Start Direct Chat when the human touch is needed — a reassurance, a question Fae can't answer, a heads-up.

What it can't (and shouldn't) do on its own

• It won't change a machine without sign-off. Any device-touching action is gated behind Approve / Reject — by design.
• It's an assistant, not an autopilot. Mingo is great at gathering facts and drafting fixes; you're still the one who decides and confirms.
• It works best with context. A ticket with no linked device gives Mingo little to stand on — link the device (see Create a Ticket Manually).

Quick checklist

• Know which lane is which: Client Chat = Fae, Technician Chat = Mingo
• Asked Mingo a specific investigative question on a device-linked ticket
• Used Start Direct Chat to message the client directly when needed
• Let Mingo propose actions, and reviewed them before approving
• Remembered Mingo also lives in its own Mingo section for fleet-wide tasks

What's next

The one rule that keeps all of this safe is the approval step. Approval Workflows — When Mingo Asks Permission covers exactly what triggers it, what you're approving, and how to approve or reject.

Based on OpenFrame v0.9.19. The AI assistants are actively evolving — capabilities expand between releases, so check the console for what's available in your tenant.