Copilot for Ticketing

Copilot enhances the ticketing experience by assisting agents with real-time AI-powered features such as summarization, reply suggestions, translation, rewriting, and sentiment analysis. By enabling Copilot in your ticketing settings, agents can resolve customer issues faster, communicate more effectively, and ensure a seamless support experience.

AI Translation

AI translation helps remove language barriers by allowing customers to communicate in their preferred language while enabling agents to reply in real time. This ensures smooth, accurate ticket responses, improves accessibility for a global audience, saves time for agents, and ultimately enhances customer satisfaction by making support more inclusive and effective.

How AI Translation Works

Support agents can instantly translate a customer’s ticket message in a different language without needing to copy and paste it into an external translation tool.

• By simply opening the ticket, a Translate button will appear next to the customer’s message.
• With a single click, agents can select the desired language and view the translated text, ensuring faster, smoother, and more efficient communication.
• Agents can reply to customers in their own language by translating their response via the AI Assistance button and selecting Translate Into. They can then choose the language they want the message translated into.

AI Suggestion & Auto Reply

AI suggestions from the trained knowledge base are helpful because they provide agents with accurate, context-specific responses instantly. Instead of spending time searching for the right information, agents get relevant reply options at their fingertips, ensuring faster resolutions, consistent answers, and improved customer satisfaction. This also reduces the chance of human error and helps new or less experienced agents handle tickets confidently.

How AI Suggestion Works

Support agents can instantly search a ticket message within the trained knowledge base.

• By simply opening the ticket, a Send to Co-Pilot button will appear.
• Clicking the button opens a new panel from the right side. This panel is accessible to both agents and admins.
• Copilot processes the query and provides accurate answers directly from the trained knowledge base, making ticket resolution faster and more efficient.

How AI Reply Works

Agents can generate an AI reply to a customer’s ticket by simply clicking AI Reply. Copilot analyzes the customer’s last message and generates a response automatically. Agents can review and send the suggested reply directly, ensuring consistent and accurate communication.

Smart Rewrite

Smart Rewrite is a Copilot feature that helps support agents rephrase or refine their ticket replies before sending them to customers. Instead of manually editing long or repetitive responses, agents can let the AI rewrite their message in a clearer, more professional, or more empathetic tone—depending on the situation.

How Smart Rewrite Works

• Agents can refine their ticket responses using the AI Assistance button and selecting Smart Rewrite.
• From there, they can choose how they want their message to be rephrased—friendly, concise, apologetic, or professional.
• This ensures every reply is tailored to the situation and delivered in the right tone.

Ticket Summarization

Ticket summarization helps save agents time and ensures continuity. When a ticket is reassigned to another agent, they don’t need to read the entire conversation—they get a quick, clear summary of what has already been discussed.

When a old ticket is reopened or transferred to a new agent, they dont need to go over the whole ticket. They can simply click “Ticket Summary” to generate a summarization. The assigned agent can view this summary directly in the ticket panel, ensuring they quickly understand the context and continue the conversation efficiently.