To let bot interact with e-mails tickets
Why not take advantage of the potential of bot to reply tickets, like other agent or like TIER 1?
The answers must be configurable in the same bot flow with text criterias. For example.: In case the text contain text1 or text2 or text..., send a public reply and use the help center to include more information.
The bot should recognise the channel source and the labels created for tickets, users and organizations. It will operate like Zendesk Support IA.
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HiADM Support,
As part of Advanced AI, we released the ability to haveAutoreply messages sentvia triggers in addition to our Advanced Bot functionality. Within those triggers, you can set conditions you'd like (like containing certain text, or based on a particular ticket/user/org field) as well as including conditions using theintelligent triage enrichmentswhich help to add some extra power and intelligence to your workflows.
This puts the control in your hands on when to send autoreplies if you're maintaining particular tags on users, orgs, etc., but also leverages AI to help categorize what the customer is talking about. We have some use cases on how we picture using intelligent triagehere, but if you have additional ideas, please do share.
Thanks!
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