We're thrilled to share with you our latest features in Forethought Assist: the ticket summary and response generation. These are designed to boost your productivity and streamline your workflow when managing support tickets at your help desk. The Assist features are compatible with the following help desks:
- JIRA Service Manager
Here’s a step-by-step guide to get you started:
1. Install Forethought Assist Chrome Extension
Please reach out to your Customer Success Manager to get the specific instructions and tools for installation.
2. Log in to your help desk support agent account
3. Select and open a ticket
4. Initiate Response Generation
On the right side of your screen, click the Forethought Assist widget and select ‘Generate Response’. This prompts the widget to start analyzing the chosen ticket.
5. Examine the Ticket Summary
Upon activation, you will receive a detailed summary of the entire ticket conversation history. This dynamic summary refreshes with every new interaction, offering you the most current overview at all times. It serves as an invaluable tool for agents to quickly grasp the context of the ticket.
6. Customize the Automated Response
Below the summary, an automated response is generated, drawing from the context of the ticket, historical tickets, and knowledge base articles. This response is fully customizable, allowing you to:
- Modify its length. You can make it shorter or longer.
- Delete any response you don’t need by using the trash icon.
- Change the tone or add more context for a tailored reply.
7. Explore alternative automated responses by clicking the 'Regenerate' button
8. Choose from the generated responses to add to your reply and customize it according to your preference