Note: These features are available to agents whom your admin has given access to HappyFox AI.
This guide shows you how to ask questions about a ticket in Copilot Chat and how to get a short summary of a long ticket with Ticket Summary. Both read the ticket you have open.
Open Copilot Chat
- Open a ticket from the Tickets page.
- In the bar at the top of the ticket page, select Ask Copilot. It is at the top-left corner, with the HappyFox AI icon, next to the Back button.
- The Copilot Chat panel opens on the left side of the screen, next to the ticket.
When the panel is new, it shows Welcome to Copilot Chat and a few ideas under Try Something Like.... Select one to send it right away. The ideas shown include:
- "Draft a private note to escalate this ticket to a higher level agent."
- "Analyze the tone of the customer's message and suggest the appropriate tone for the response."
- "Create a timeline of events in the ticket."
Ask your own question
- Select the Type message here box at the bottom of the panel.
- Type your question or request, for example "Create a timeline of events in the ticket."
- Press Enter, or select the send arrow at the right of the box.
A short status message appears while Copilot works, and the answer then appears in the panel. Under each answer you can:
- Select the copy icon to copy the answer.
- Select the thumbs-up or thumbs-down icon to say whether the answer was helpful.
- Pick one of the questions listed under Also try... to continue the conversation. These suggestions are based on your ticket.
What Copilot Chat can and can't do
Copilot Chat can:
- Read the ticket's fields and message text.
- Search your knowledge base articles. It can see both internal and external articles within the category of the ticket.
- Draft replies using canned actions.
- Use what it knows about the ticket to draft replies and translate text.
Copilot Chat can't:
- Change anything on the ticket. Copy its answer and use it yourself.
- Read the contents of attachments.
Your conversation is saved with the ticket. When you leave the ticket and come back, you can continue the conversation. The saved chat is deleted when the ticket is deleted. To start over, select the ... icon at the top of the panel and then Clear Conversation.
Summarize a ticket
- Open the ticket.
- Above the list of updates, under the All, Messages, Attachments, and Tasks tabs, select Show Ticket Summary.
- A Ticket Summary opens. It is organized into these sections: Issue, Actions taken, Open items / next steps.
- Resolution – Final resolution details, displayed only for closed or resolved tickets.
At the bottom of the summary, you can:
- Select the regenerate icon to create the summary again.
- Select the copy icon to copy the summary.
- Select the thumbs-up or thumbs-down icon to rate the summary.
- Select Ask Copilot, next to More questions?, to ask a follow-up question in Copilot Chat.
A summary doesn't refresh itself when the ticket changes. Select the regenerate icon when new information has been added to the ticket, or when the summary isn't good enough. Your thumbs-up and thumbs-down ratings don't change the summary. HappyFox uses them to improve the responses.
Good to know
- Copilot's answers are based on the ticket. Check important details, such as dates and names, against the ticket before you act on them.