Note: These features are available to agents whom your admin has given access to HappyFox AI. Suggested resolutions and time-sensitive flags are prepared automatically for the ticket categories your admin has chosen.
This guide shows you where to find tickets that AI has prepared a reply for, how to use a suggested reply, and how to find tickets that AI has flagged as time-sensitive.
Find the AI queues
- Select Tickets in the left navigation bar.
- In the panel on the left of the Tickets page, find the AI QUEUES heading at the top. It lists:
- Suggested Resolution — tickets that have a suggested resolution.
- Time-Sensitive — tickets that AI has flagged as time-sensitive.
- A number next to each queue shows how many tickets it holds. Select a queue to open its list.
In both queues, each ticket has a small HappyFox AI icon at the right of its row.
The AI QUEUES list may also show queues that belong to Autopilot, which is a different product and isn't covered here.
A ticket enters Tickets with AI Solution after AI has successfully prepared a suggested resolution for it, following ticket creation. It leaves the queue when an agent replies to the ticket, when the ticket is closed, or when the suggestion is marked as not helpful.
AI Urgency checks a ticket when it is created. A ticket that AI flags is added to Time-Sensitive Tickets. It leaves the queue when the ticket is closed.
Use a suggested resolution
- Open a ticket from the Tickets with AI Solution queue.
- At the top of the ticket's updates, find the card headed Suggested Resolution. It contains a drafted reply to the customer.
- Read the reply. At the bottom of the card, Sources lists the knowledge base article or articles the reply is based on. Select a source to open that article.
- To use the reply, select Copy to Reply under the text. The reply editor opens with the text already filled in and the customer's address in the To field.
- Edit the reply if needed, then send it as you would any reply.
At the bottom-right corner of the card, there are a copy icon and thumbs-up and thumbs-down icons. Use the thumbs to say whether the suggestion was helpful. A suggestion that is marked as not helpful is removed from the queue.
Suggested resolutions are written from your published internal and external knowledge base articles and canned actions which are linked to the same categories as the ticket.
Work with time-sensitive tickets
- Open a ticket from the Time-Sensitive Tickets queue.
- At the top of the ticket's updates, find the card headed Time-Sensitive. It gives a short reason why AI thinks the ticket is urgent, for example that a failure affects many users.
The card carries the reminder "AI generated content may not always be accurate." Use your own judgment about how urgent the ticket is.
Flagging a ticket as time-sensitive doesn't change its priority or due date