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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Summary: ◀▼
Auto assist helps you solve tickets with AI-powered suggestions, including draft replies, macros, actions, and admin-written instructions. You can review, edit, approve, reject, or take over suggestions, and some low-risk actions can run automatically. It helps you handle repetitive tickets faster, keep responses consistent, and close more 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.
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.
Suggested macros may include unsupported actions, such as starting side
conversations, or other unsupported elements, such as internal notes or
attachments. If you approve a suggested macro with an attachment, it
will be sent to the end user even though you can't preview the
attachment.


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, if 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.

Pre-approved actions are also recorded in the ticket's events log. See
Viewing all events for ticket
updates to learn more about how auto assist information
appears in a ticket's events log.






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.


Approve suggestion


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



Edit suggestion


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.


Review suggested macro


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.



Reject action


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.



Leave feedback


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. See Understanding auto assist sources for
suggestions to learn more.

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.

(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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