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

The Ticket Summary and Response Generation features in Assist are designed to help you efficiently manage support tickets at your help desk. These features streamline your workflow by reducing 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 the following:

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

Get Started

1. Install Forethought Assist
   For detailed instructions, refer to the Forethought Assist Installation Guide.
2. Log in
   Access your help desk support agent account.
3. Select a Ticket
   Choose and open a ticket from your queue.
4. Click on Assist
   This action prompts our AI Assistant to analyze the selected ticket.
5. Examine the Ticket Summary
   Our AI Assistant automatically generates a detailed summary of the entire ticket conversation history. The summary refreshes with each new interaction, providing you with the most current overview at all times. This feature helps you quickly grasp the context of the ticket.
   
6. View the generated response
   Below the summary, our AI Assistant generates a response based on the ticket's context, historical tickets, and knowledge base articles. If the ticket is in another language, our AI Assistant detects it automatically and generates a response that matches that language.
   
   If the AI Assistant doesn’t find any relevant feed documents for your ticket, it won’t generate a response. Instead, it will inform you that there’s no answer available in the help center and suggest alternative steps you can take. Please note that this is not an error message. All the other functionality will continue to work without issue.
   
   
7. Customize the generated response 
   You have the flexibility to fully customize the AI-generated response in several ways:
   

   • Adjusting Tone: Select from various tones such as casual, formal, empathetic, professional, or even playful (e.g., adopting a pirate's lingo or using light sarcasm).

   • Adjusting Verbosity: Decide between a concise response or a more elaborated one.

   • Adjusting Formatting: Enhance clarity by using bullet points or numbered lists. Additionally, include greetings and signatures to personalize your message.

   • Adjusting Language: Translate the response into different languages. For more information on the supported languages, see Assist Overview. 

8. Direct the AI agent for tailored replies
   You can also give the AI a draft of your message. This way, it can refine your text or you can add an additional context to help improve the response.
   
9. Once you are satisfied with the reply, click Insert to Reply to add it to your help desk.
   

   Important: Always review and double-check your responses before sending them.

Example of an AI's initial response to the ticket

Examples of regenerated responses using prompts
Prompt: Make it formal	Prompt: Make it in Spanish

Demo Video of Assist Ticket Summary and Response Generation