Using auto assist to solve tickets



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Auto assist, powered by AI, helps you resolve tickets faster by suggesting
replies, actions, or macros based on ticket content. You review and approve
these suggestions, maintaining control over responses. Admin-provided
instructions guide you through specific tasks. You can edit suggestions,
view their sources, or opt to handle tickets manually. Your feedback
improves future 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 in the Agent Workspace, 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
always in
control—you must accept a suggestion before a response is sent, an action
is taken, or a
macro is applied.


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:


Reviewing and editing an auto assist suggestion


Following instructions provided by
auto assistt


Taking over from auto assist suggestions


Related articles:


Turning on and configuring auto
assist


Using formatting options and controls in the
Agent Workspace




Reviewing and editing an auto assist suggestion


You must always review and approve the replies, actions, or macros
suggested by auto
assist. Depending on how your admin has configured your account,
auto assist adapts
its suggested text responses to match the
tone and writing style
of your
conversation with an end user.


Any replies suggested by auto assist that you approve and send are
sent under your
name. Similarly, any actions or macros suggested by auto assist that
you review and
approve are performed under your name in the
ticket's events.


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.


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.


If you don't find an auto assist suggestion helpful, then you can
leave feedback
about the suggestion. Your feedback helps improve the quality of
auto assist's
suggestions.


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.





When you're done, click Save,
and then Approve.

The message
will be sent under your name, and any actions taken will
be performed
under your name 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.


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.


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.


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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