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In-ticket suggestionsUpdated 3 months ago

You are most likely now noticing some fancy new blue suggestions in your tickets. Now, what is this all about? ūü§Ē
We're proud to announce that the system is now recommending your agents to apply or install managed auto-responders if applicable, based on our machine learning system.



How it works

Agents are now able to preview the behavior of a suggested rule before choosing to install it and/or apply it. It's a great way to check how beneficial the suggested rule might be to your workflow, without the need to install a managed rule and then test it on some tickets beforehand.
These prompts provide you with a more efficient and on-the-go process of installing and using managed auto-responders!


Setup Instructions

That's the beauty of it - it will be done for you, with just a click of a button!

Before you start

There are a couple of prerequisites though:

  1. You will need to be an Add-on subscriber.
  2. You will need to have the following two auto-responders disabled:

Now, when the prompt pops up in your ticket:

  1. When a ticket shows up that the system detects could be handled by an auto-responder rule, this blue prompt will pop up:

  2. You can choose to either install the suggested rule (if you are an Admin or a Lead Agent) or apply the rule on a one-off basis:

    *Note: When installed, the rule will start applying to all relevant tickets from that point on automatically.

  3. You can collapse or expand the suggestion by using the arrow button outlined below, if you don't feel like it is needed at that moment:

  4. Admins and Lead Agents can further modify and personalize the installed auto-responder in the managed rules section. If you click on 'Install' in the prompt, you will be taken to a new page where you can perform these actions:


FAQs

Can I turn this feature off?

This feature cannot be turned off completely at the moment. However, you can always collapse the prompt as advised above in step #3 under 'Setup Instructions'. Or, if you install the two auto-responders that are being suggested.

Will all of my agents see these prompts?

Yes, regardless of their user role.

Can I use other rules in the same manner with this feature?

No, for now, only the 'Auto-close spam emails' and 'Send tracking information' rules. However, we are working on adding more in the future!


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