Enhancing ticket comments using generative AI


Writing tools can help you improve the content of your ticket comments in
different ways:



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Enhance your ticket comments with generative AI tools available on select
plans. Use features like Expand, Simplify, and Rewrite in your tone to
adjust your responses. Change the tone to be more friendly or formal,
or use custom prompts for specific adjustments. Note that usage may be
limited monthly, and these tools are enabled by default unless your admin
has changed settings.




Suite and Support Professional plans
and above have access to
generative AI writing tools on a limited, monthly basis. See
Understanding monthly Copilot usage
limits.


Writing tools can help you improve the content of your ticket comments
in different
ways:



Expand: Rephrases the content of your
comment with additional language.


Simplify: Rephrases the content of
your comment to be more concise and focus
on the main idea.


Rewrite in your tone: Rephrases the
content of your comment based on past
interactions between you and an end user in a specific ticket conversation.


Make more friendly: Changes the tone
of your comment so that it sounds more
conversational.


Make more formal: Changes the tone
of your comment so that it sounds more
professional.


Write a custom prompt: Changes your
comment based on the custom instructions
you enter that enhance or adjust the text.



The
enhance writing
and
communication guidelines (Copilot add-on only)
features,
which include the writing tools described above, are turned on by default.
Unless your
admin has made changes, you’ll have access to these tools in the Agent
Workspace.





Enhance writing (0:56)


Depending on your plan type and how your admin has configured your account,
your use of
the writing tools may be limited each month. When the limit is reached,
you'll be
notified in the composer in the Agent Workspace.





To learn more, see
Managing limited Copilot usage.

This article contains the following topics:


Expanding a comment you're composing


Simplifying a comment you're
composing


Rewriting a comment you're composing
in your tone


Changing the tone of a comment you're composing


Writing a custom prompt to adjust your
comment


Related articles:


Turning on the enhance writing generative AI
feature


Turning on communication guidelines for Copilot
AI tools




Expanding a comment you're composing


You can use the expand feature in the composer to save time while
responding to an
end user with a public comment, or to a colleague with an internal
note.

For example, say you initially type the following comment:


"Sorry to hear, products are checked so damage happened in shipping.
Replacement
model sent urgently with different company. Gift included in
package."



The Expand option might change this
text to:



"Hello Customer, I’m sorry to learn about the issue. The products
are inspected,
so the damage occurred during shipping. A replacement model is
being sent out
promptly via a different company. A gift will also be included
in the package."



To expand a comment


In the composer, type the main ideas of your reply.

Select the text you want to expand on. If you don’t select any
text, the entire
reply is expanded on.


Click the Enhance writing icon
( )
and select Expand.



The
system uses AI to generate additional text that fleshes out the
reply.





Read through the expanded text to verify that it says what you
want to say.

You can press cmd +
z to return to the previous
version if
needed.



Click Submit to update the ticket
with the expanded reply.





Simplifying a comment you’re composing


You can use the simplify feature in the composer to rewrite your
comment in
a more concise manner by using fewer words and focusing on the main
idea.


For example, say you initially type the following comment:


“Thank you for reaching out to our support department regarding
your
password reset request. First and foremost, let me assure
you that your
security is our top priority. We truly appreciate your patience
and the
opportunity to assist you with this matter. I understand
how important it is
to regain access to your account, and I am here to guide
you through the
password reset process step by step.”




The Simplify option might change this
text to:


“Thanks for contacting support about your password reset.
Your security is
very important to us. We appreciate your patience and are
ready to help. I
know how crucial it is to access your account, and I will
guide you through
the password reset process.”




To simplify a comment


In the composer, type your reply.

Select the text you want to simplify. If you don’t select any
text,
the entire reply is simplified.


Click the Enhance writing icon
( )
and select Simplify.




The system uses AI to
generate more concise text.





Read through the
simplified text to verify that it says what you want to say.


You can
press cmd +
z to return to the previous
version if
needed.



Click Submit to update the ticket
with the simplified reply.





Rewriting a comment you're composing in your tone


Rewrite in your tone is available
only if you're using the
Copilot add-on.


You can rewrite your comment so that it’s consistent with your overall
writing style
and conversational tone. Your writing style and tone are based on
previous messages
in your conversation with an end user. Rewriting a comment in your
tone helps keep
the language in your responses consistent.


For example, say you have the following conversation with an end
user:



[End user] "Hi! I received my order yesterday, but it was missing
a
few items. Can you help me with this?“

[Your response] "Hello! :) I'm really
sorry to hear that some items were missing from your order.
I'd love to help
you sort this out! Could you please provide me with your
order
number?"


[End user] "Of course! My order number is
#123456.”


[Your response] “I'll check what happened in system and come
back”




The Rewrite in your tone option might
change the text of your latest
response to:




“I’ll look into what happened in the system and get back
to you!
:)”




To rewrite a comment in your tone

In the composer, type your reply.

Select the text you want to rewrite in your tone. If you
don’t
select any text, the tone of the entire reply is changed.


Click the Enhance writing icon
( )
and select
Rewrite in your
tone.




The system uses AI
to rewrite the text based on previous messages in the
conversation.



Read through the rewritten text to verify that it says what
you want to
say.

You can press cmd +
z to return to the previous
version if needed.



Click Submit to update the
ticket with the rewritten reply.






Changing the tone of a comment you're composing


You can change the tone of your comment to make it either more conversational
or more
professional, depending on the tone dictated by your company’s brand.


For example, say you type: “We will do our best to assist you.”



The Make more friendly option might
change this text to: “We're excited
to help you out and will do our very best to assist you!”


The Make more formal option might
change this text to: “We shall make
every effort to provide you with the assistance you require.”



To change the tone of a comment


In the composer, type your reply.

Select the text you want to change the tone for. If you don’t
select any text,
the tone of the entire reply is changed.


Click the Enhance writing icon
( )
and select one of the following options:


Make more friendly: Changes
the tone to be more conversational.


Make more formal: Changes
the tone to be more professional.



The system uses AI to update the text so that the tone
is
either more conversational or more professional.




Read through the updated text to verify that it says what you
want to say.

You
can press cmd +
z to return to the previous
version if
needed.



Click Submit to update the ticket
with the updated reply.





Writing a custom prompt to adjust your comment


You can enter a custom prompt to rewrite or adjust your comment in
the
composer. For example, you may want to write custom prompts that
fix grammar,
reformat your text with bullet points, or customize the tone. Your
custom prompts
can also combine multiple requests, such as reformatting the comment
and fixing the
grammar.


While the custom prompt option is open ended, it only accepts prompts
that
are relevant to enhancing the quality of your text. Custom prompts
can't help you
learn more about the context of a ticket.

For example, say you initially type the following comment:


“Due to security reasons, your password has been resetted and
must to be change
before you can able to access your account again, please follow
the link we
sended to your email for do this.”



If you enter a custom prompt that says
“Fix grammar”, the text of
your response may be changed to:



Due to security reasons, your password has been reset
and must
be changed before you can access your account again.
Please follow the
link we sent to your email to do this."





To adjust your comment with a custom prompt

In the composer, type your reply.

Select the text you want to adjust. If you don’t select any
text,
the entire reply may be adjusted.


Click the Enhance writing icon
( ).


In the text box, enter your custom prompt. You can enter
a prompt with
multiple instructions.




The system uses AI
to update the text based on your prompt.



Read through the updated text to verify that it’s adjusted
correctly.




You can press
cmd +
z to return to the previous
version if
needed.



Click Submit to update the
ticket with the adjusted reply.






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