Every ticket arrives sorted, with its procedure
A new ticket starts the agent. It rates the urgency and the topic, then suggests a reply based on your procedures.
Works with
- Zendesk
- Jira
- SharePoint
New Zendesk ticket no. 4821
High urgency: the customer can’t log in since changing their password. Topic: account access. Procedure AC-07 calls for a reset by support within 4 business hours.
- procedure-ac-07-acces-compte.pdf
- matrice-urgences-support.xlsx
- guide-reinitialisation-v3.docx
Suggested reply
Ticket 4821 · Account access
To be sent by support from Zendesk
The situation
Support gets a hundred tickets a day. Urgent ones get lost among simple questions. Two people answer the same question differently because they didn’t read the same procedure.
How the agent works
Start
A new ticket is created in Zendesk or Jira. The company has turned on this trigger in its settings.
Read
The agent reads the incoming ticket and looks for the procedure that applies in the indexed SharePoint libraries.
Prepare
It rates the urgency and the topic, cites the procedure it picked and writes a suggested reply.
Approve
A support person reviews the suggestion and replies from the support tool. Ganesh AI writes nothing in Zendesk or Jira.
What you get
A sorted ticket with a suggested reply
The urgency, the topic, the procedure picked and a reply text. The sources are listed below it.
Guardrails
- The suggested reply cites the procedure it used.
- If no procedure fits, the agent says so and leaves the ticket to a person.
- The reply to the customer always comes from a support person.
What it doesn’t do yet
- The agent doesn’t write in Zendesk or Jira, and it doesn’t read the ticket history.
- The result goes to the person who created the trigger, not yet to the whole support team.
Hand a first task to an agent
Bring a task from your team, and we build the agent in front of you.