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Enhance Your Productivity and Efficiency with Ticket Summary and Response Generation Features in Assist

The Ticket Summary and Response Generation features have been designed to provide a range of benefits that will help you work more efficiently when managing support tickets at your help desk. With these features, you can streamline your workflow and reduce the time and effort required to handle support requests. They are compatible with a wide range of help desks, ensuring improved performance regardless of your preferred platform. The compatible help desks are as follows:

  • Zendesk
  • Salesforce
  • Freshdesk
  • Kustomer
  • ServiceNow
  • JIRA Service Manager
  • Intercom


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. 

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2. Log in to your help desk support agent account

3. Select and open a ticket

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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.

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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.


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