Ticketdesk AI enables your support desk to provide 24x7 responses with AI, to reduce repetitive tasks for human agents, and improve overall ticket resolution times. In this guide, I’ll walk through how to create and AI automation to enable automatic AI replies to you customer support tickets.
Prerequisites
Setup AI Automation
- Go to Automations page from the sidebar and create a new automation.
- Set the automation name, delay etc. to configure when the automation should run.
- Define the conditions to configure if the automation should run on all tickets, any particular keyword match, or when a ticket is received on particular inbox only.
- Add an AI response action that analyzes ticket details and generates a reply automatically with delay if enabled.
- Configure human escalation for tickets that AI cannot handle confidently using the “Default Assignee” option. The AI agent will assign the ticket to selected human agent, if the user requests human support or confidence threshold isn’t met etc.
- Now, you can test the AI automation using by sending an email to selected inbox email.
Custom Prompt
You can configure a custom prompt to instruct the AI to include specific elements in every response. For example:
- Include an email signature with your company name etc.
- Maintain a specific tone or style, e.g., professional, or concise.
By setting a custom prompt on automation, the instructions will be included in the main AI agent prompt for email responses.
Sample Prompt
Write a professional and helpful email response to respond to this customer support ticket.
At the end of your email, append the signature provided inside an XML <signature> element below. (do not include the XML tags themselves).
<signature>
If my answer was not good enough, simply reply "I prefer human support".
Best Regards,
Ticketdesk.AI
</signature>
Human Support Integration
AI will handle the tickets automatically until one of the following occurs:
- The ticket is manually assigned to a human agent.
- The customer explicitly requests human assistance by typing phrases like “Please assign to human support” or similar intent expressions given below.
| Customer Message | Requires Human Support |
|---|---|
| Please assign to human support | Yes |
| I need a human agent | Yes |
| Can I talk to a real person? | Yes |
| Escalate this to human help | Yes |
| human support please | Yes |
When either of these conditions is met, the AI stops responding, and the ticket is routed to a human agent for resolution. This ensures complex issues are handled by people while routine queries are resolved automatically.