AI on tickets: summary, reply and resolution drafts
AI reads a ticket and writes drafts for your team. They are a summary with the next step, a reply to the customer, the resolution note, and the issue type and priority. Nothing reaches the customer until a person sends it. It is off until you switch it on, and each request uses AI credits.
PLANSFrom Growth
The problem it solves
- A technician picks up a ticket with forty messages and spends ten minutes finding out where it stands.
- Replies to customers are short, rude or different every time.
- Resolution notes on the service report say "done" and nothing more.
- Emails land with no issue type and wait in the wrong queue.
How it works
- An administrator switches on AI in the helpdesk in Settings, section Helpdesk. Each Entity decides for itself.
- On a ticket, the AI tab has four buttons: Summarise, Suggest a Reply, Draft the Resolution, and Suggest Issue Type and Priority.
- Summarise writes a few lines on the problem, what was done and what is open, with a Suggested Next Step. A colleague who takes the ticket over reads that first.
- Suggest a Reply drafts an answer from the conversation. Use as Reply to the Customer opens it in the message box, where the agent changes it and sends it.
- Draft the Resolution writes the resolution note from the visits, checklist, time and parts. Suggest Issue Type and Priority shows a suggestion and why; Apply takes it.
- With Sort tickets from email on, the AI sorts email tickets. A ticket that comes in without an issue type gets one and a priority from the AI by itself.
Everything it does
What each button does
- Summarise: at most 6 short lines and one next step; kept on the ticket with the time it was made
- Suggest a Reply: up to 120 words, from the conversation with the customer, without internal notes. With Scale, the 3 best-matching help articles the requester may read are used too
- Draft the Resolution: 3 to 6 sentences for the service report, no prices. It fills an empty resolution, or goes in an internal note if one is written already
- Suggest Issue Type and Priority: picks from your issue types and gives a one-line reason; nothing changes until Apply
- Apply on a new, unassigned ticket also picks the team and assigns it again
What the AI reads
- The ticket's title, issue type, priority, stage, equipment, site, description and form answers
- The last 30 messages; the summary and resolution also read internal notes
- Visits, time and parts for the summary and the resolution
- Email addresses and phone numbers are replaced with [...] before anything is sent
- The AI is told to use only what is in the ticket and to answer in the ticket's language
Control and cost
- Off to start with, per Entity; while off, no ticket text leaves your system
- Through the AI service of your SmartMy subscription; no AI key is kept in your database
- Each request uses AI credits; when they run out, only the AI buttons stop and the helpdesk works as usual
- AI Usage report: every request with its task, user, ticket, credits used, credits left, and whether it was done, declined, out of credits or failed
- Tried on our test systems against a stand-in AI service; try it on a test ticket once your credits are there
In the app
- Technicians have AI help on the ticket. It offers Summarise, Suggest a reply (opens the reply box with the draft) and Draft the resolution (opens Solve with the draft)
- "Check what the AI writes before using it." stays on screen
Who uses it
Agent or technicianAsks for a summary or a draft, edits it and sends it.
Team leadApplies the suggested issue type and priority on tickets that came in wrongly sorted.
Service managerWatches credits and failures in the AI Usage report.
Helpdesk AdministratorSwitches AI and the email sorting on or off for each Entity.
Where you use it
- Web: the AI tab on a ticket; Settings, section Helpdesk, block AI; Helpdesk > Reports > Time and Cost > AI Usage (service managers)
- The SmartMy Desk app: AI help on the ticket for technicians (built and in testing, not in the app stores yet)
- Not offered: AI answering customers by itself, and AI on the customer portal
What you control
Settings
- AI in the helpdesk: off
- Sort tickets from email: off; shown once AI is on
Questions
Can the AI send a reply to the customer by itself?
No. It writes a draft. An agent opens it, changes it and sends it.Does the AI see our customers' phone numbers?
No. Email addresses and phone numbers are replaced before the text is sent. Names and the ticket's text are sent.What happens when the credits run out?
The AI buttons say so, and everything else in the helpdesk works as usual. Each request is in the AI Usage report.Can we keep AI off for one Entity?
Yes. The switch is per Entity, and it is off until you turn it on.Does it choose the team for an email?
With Sort tickets from email on, it picks the issue type and priority of an email that has none. The team and assignment then follow your usual rules.Related features
RAISING A TICKETTickets from email, with unknown senders heldEach team can have its own email address, such as support@ or maintenance@. An email to it becomes a ticket for that team, and replies land on the same ticket. Senders you do not know are held for review, added by their email domain, or turned away.WORKING A TICKETPublic replies and internal notesEach ticket has one conversation with the customer and, beside it, internal notes only your team sees. When the customer answers a ticket that waits on them, it goes back to work by itself.CLOSINGClosing proof and the service reportA ticket is solved only with a resolution note and the proof its kind of issue asks for. The proof is the customer's signature, a four-digit happy code from the requester, or an after-photo. The requester then gets the solved email with a service report as a PDF.MORE IN THE PRODUCTKnowledge base on the portal, the app and ticketsWrite the questions people ask and their answers once. They are offered while someone raises a ticket, on the portal's Help articles page and in the app. They are suggested to your team on each ticket, and sent to the requester in one click. A solved ticket can become a new article.PHONE APPThe technician appYour technicians work their tickets on the phone. They get a queue with the time left on each target, the ticket with directions and a call button, and the timer. They wait, resume and solve with the customer's closing code or signature.
See one of your own jobs run through it.
Tell us how a complaint reaches you today and what you bill for. We will show you the same job in SmartMy Desk.