AI on My Desk
✨New in this version Administrator only
My Desk features Artificial Intelligence capabilities that help set up the system faster and improve the experience for those who open and resolve support tickets. There are 4 available functions, all configured by the administrator within the portfolio's activities.
- 🗂️ Generate a portfolio with AI;
- 📋 Suggest form with AI;
- 💡 Suggest guidelines with AI;
- 💬 Automatic comment on the ticket.
The 4 functions of AI
Generate a portfolio with AI.
It allows you to automatically create the structure of your service portfolio. You describe the business or company sector, and the AI assembles a complete portfolio suggestion—with categories and activities—ready to be reviewed and adjusted.
How to use:
- Access Settings → Portfolio;
- Click on Generate with AI;
- Describe your business or the type of service you offer;
- AI generates a complete portfolio suggestion;
- Review, adjust, and save.
Available in: Settings PortfolioPortfolio
Suggest form with AI
When creating or editing an activity in the portfolio, AI can automatically suggest which fields the support ticket form should have — based on the name and type of the registered activity.
How to use:
- Go to Settings → Portfolio and open an activity;
- In the form section, click on Suggest with AI;
- AI analyzes the activity and suggests the most suitable fields;
- Add, remove, or adjust the suggested fields as needed.
Available in: Settings → Portfolio → Activity → FormForm
Suggest guidelines with AI
AI can generate guidance text that appears to the requester when they open a ticket for that activity. This helps the requester understand what information to include and how to fill out the ticket correctly, reducing errors and rework.
How to use:
- Go to Settings → Portfolio and open an activity;
- Click on Forms and in the guidance section, click on Suggest with AI;
- AI generates a guidance text based on the activity.;
- Review and adjust the text before saving.
Available in: Settings → Portfolio → ActivitiesActivity
Automatic comment on the ticket
When a ticket is opened, the AI can automatically generate a comment based on a knowledge base article linked to the activity, and a response guidance can also be left for the AI. This comment can identify what might be missing from the ticket and suggest possible solutions for the agent, should this instruction be given.
How to configure an article:
- Go to Settings → Portfolio and open an activity;
- In the AI section, link a knowledge base article to the activity;
- From this point on, whenever a ticket for this activity is opened, the AI will use the article as a reference and generate an automatic comment on the ticket.
How to configure instructions for AI:
- Go to Settings → Portfolio and open an activity;
- Click on Forms and in the guidelines section, on the second Instructions for AI;
- Describe how the AI should respond to tickets created in this activity. If this field is not filled out, there will be no automatic response;
- Review, adjust, and save.
⚠️ Attention:
For now, you can only link one article per activity. Choose the most complete and relevant article for that activity.
Available in: Settings → Portfolio → ActivitiesActivities