Using auto assist to solve tickets


Auto assist is an AI-powered assistant that helps you solve tickets faster. Using a large language model (LLM), auto assist understands the contents of submitted tickets and makes suggestions on how to solve them.


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Auto assist, powered by AI, helps you solve tickets faster by suggesting replies, actions, and macros. You can review, edit, and approve these suggestions, or follow admin-provided instructions. Auto assist adapts to your conversation's tone and style, and some pre-approved actions may run automatically. You can also choose to take over and manage tickets without suggestions.




Auto assist is an AI-powered assistant that helps you solve tickets faster. Using a large
language model (LLM), auto assist understands the contents of submitted tickets and
makes suggestions on how to solve them.
When you’re working on tickets, suggestions made by auto assist appear in the place where
the composer would otherwise exist. These suggestions can be replies that you can send
to the customer, other actions that auto assist can execute for you, or macros that you
might already use regularly. However, you’re generally in control and must accept auto
assist suggestions, though some low-risk actions may run automatically.
Auto assist may also provide instructions written by your admin that are relevant to your
conversation. These instructions are steps you should follow to solve the ticket.
With auto assist, you spend less time on repetitive tickets, solve tickets in a more
consistent way, and ultimately close more tickets.
This article contains the following topics:

Understanding auto assist suggestions
Reviewing and editing an auto assist suggestion
Following instructions provided by
auto assist
Taking over from auto assist suggestions

Related articles:

About auto assist
Using formatting options and controls in the
Agent Workspace



Understanding auto assist suggestions

Auto assist provides different types of support based on your admin’s configuration.
Understanding how these suggestions work and what you can do will help you manage
your tickets more efficiently:


Suggested replies: You can edit the wording and formatting before sending
a suggested reply. Suggested actions can be removed, or you can take over the ticket to
perform a different one. New auto assist suggestions may appear when you're
editing a suggested reply and the ticket is updated in any way. For example, if
the end user sends another reply.

Suggested macros: You can also edit the wording, formatting, and remove
all actions from a suggested macro before approving and applying it. Keep in
mind that the auto assist composer doesn't support internal notes or attachments
but suggested macros may contain these. If you approve a suggested macro with an
attachment it'll be sent to the end user but you won't be able to preview it.

Manual instructions: The instructions auto assist suggests are different
from other auto assist suggestions. Auto assist doesn't generate the
instructions it shows to you. They're written by your admin. So instead of
reviewing and approving as you would with another auto assist suggestion, you'll
perform the steps manually and mark them complete when you're done. For
example, say you're working on a ticket for a product return. Auto assist
suggests a reply asking for the user's order number and other information,
which you approve. The user replies with the information and then auto
assist provides instructions on how to log into your internal inventory
management system and submit the return.


Tone and style: Auto assist adapts its suggested text responses to match
the tone and writing style of your conversation with an end user. See About communication guidelines.

Pre-approved actions: Your admin may have pre-approved certain actions so
that they can be performed automatically by auto assist and help you save time.
Pre-approved actions are typically actions that gather information, such as
checking an order's shipping status, or actions that are regularly accepted by
you and other agents. Actions that update data, such as refunding an order,
still require your approval before being performed in most cases. When auto
assist automatically performs an action, you'll see a log of the action in
the ticket's conversation, clearly marked and not attributed to you. See
Understanding pre-approved actions
to learn more.






Reviewing and editing an auto assist suggestion

You can review and edit auto assist suggestions before accepting them.
To review and edit an auto assist suggestion


In the Agent Workspace, open a ticket.
In the ticket, review the suggestion in the Auto assist panel.
Depending on the suggestion, you can do the following:

Tip: Hover your mouse over the info
icon ( ) to see why auto assist generated the
suggestion. If you have permission, you can also view the source
used to generate the suggestion.


If the suggestion is what you want to send or the action is what you
want to perform, click Approve.

If the suggestion needs to be edited, click Edit to update
the wording or edit the formatting by
clicking the T icon at the bottom of the comment
field.
All formatting tools
are available for auto assist suggestions on the email channel
except for lists. On the messaging channel, indents and tables
aren’t available.
Click Cancel edit to return to
the unedited suggestion.
Actions can't be edited.
If
the ticket is updated while you're editing a suggestion, then
new suggestions may be available. Click View suggestions
to review the new suggestions.

Click Apply to approve the
suggestion and overwrite the previous suggestion you were
editing.

If the suggestion is a macro, click its name to open a
preview
The macro's preview shows any
ticket property actions it'll perform and its public reply. You
can make changes in the Agent Workspace if needed.


If the suggestion is an action and you don't want to perform the
suggested action, click the X on the action to remove it. Or, take over from auto
assist instead.

If the suggestion isn't helpful, click Leave
feedback.
Select one of the
predefined feedback options or click Other and enter your
feedback. Then, click Share feedback.
Your feedback
helps improve the quality of auto assist's suggestions.



When you're done, click Save, and then Approve. The message
is sent under your name, and any actions taken are performed under your
name. You can view approved replies and actions in the ticket's events.

Auto assist
provides a new suggestion after every customer response.





Viewing sources for auto assist suggestions

If you have the appropriate permission, you can view the source auto assist used
when generating a suggestion.
Sources are displayed when suggestions are based on procedures or public help
center articles. Suggestions can be generated from other sources, but these
sources aren't displayed in auto assist's rationale.

To view the source auto assist used for a suggestion
In the Agent Workspace, open a ticket.
In the ticket, review the suggestion in the Auto assist
panel.
Hover your mouse over the info icon ( ).
Auto assist displays
its rationale and, if the suggestion was generated from a procedure
or help center article, the source.
Procedures are marked with
a star icon, and articles with a book icon.

(Optional) Click the title of the source to open it.






Following instructions provided by auto assist

If your admin has written instructions that are relevant to your ongoing
conversation, auto assist may show them to you so that you can follow them to help
solve the ticket.

Following instructions provided by auto assist
In Agent Workspace, open a ticket.
Above the Auto assist panel, hover your mouse over the provided
Instructions for an overview.
Auto assist might
also suggest a reply. Click Approve to accept the suggestion and
send the reply.

Click the instructions to open them in the Knowledge panel.

Perform the steps and click Completed when you're done. If you try
to complete the steps but can't, click Not completed.
If
the instructions are irrelevant, you can ignore them and don’t need to
click anything.

Continue the conversation with the user.





Taking over from auto assist suggestions

If you don’t want to receive help from auto assist on a ticket, you can take over and
interact with the ticket as you normally would.
To take over from auto assist suggestions



In Agent Workspace, open a ticket.
In the Auto assist panel, click the auto assist icon ( ) to toggle auto assist suggestions
off.
Note: You can reply with a macro without turning auto assist
off.


Compose messages in the Agent
Workspace as normal. If you want to return to the auto assist
suggestions, click the auto assist icon ( ) again.







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