SLA24 Documentation

Smart Replies To New Tickets

The Smart Reply module of this add-on allow you to automatically search for and send relevant links back to the user in response to new tickets. As soon as a new ticket is received, SLA24 Service Desk will perform a search and return an immediate reply to the user with relevant links.

This is useful because many users don’t even bother to search FAQs and DOCUMENTATION that is available before opening a support ticket.  With the smart reply option turned on SLA24 Service Desk can automatically search for relevant documents and send back a reply to the ticket immediately.  If the user finds the links useful, it is one less ticket that the agent will have to respond to!

You can configure the options that control this feature by using the TICKETS->SETTINGS->SMART REPLIES tab.

The first four configuration options are:

Enable:  Turn on the automatic smart replies option

Enable Manual:  If this is turned on, it allows a user to manually conduct a search and insert the results into the ticket reply area

Send Fall-back Message:  If the automatic smart replies option is turned on then a message can be sent if there are no search results found.  We recommend turning this option off.  But it is useful if you want to direct the user to other help resources that SLA24 Service Desk might be unable to search.

Fall-back Message:  The actual fallback message.

There are two additional options after the ones shown in the image above:

  • Reply Header:  This is a string of text that will be added to the top of the all the search results that is sent back to the user.  It is only sent if there is at least one search result to send.
  • Reply Footer:  This is a string of text that will be added to the bottom of the all the search results that is sent back to the user.  It is only sent if there is at least one search result to send.

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