Desk365’s AI Copilot is a powerful AI-driven feature designed to enhance agent productivity by automating knowledge base creation and summarizing lengthy ticket conversations. With AI Copilot, agents can efficiently manage tickets, reduce manual effort, and improve customer support responses.
This feature is available exclusively for Desk365’s Plus Plan Users and offers two key AI-powered options:
- Generate KB Article – Automatically creates a knowledge base article from ticket details, making it easier to document solutions for future reference.
- Summarize Ticket – Generates a concise summary of ticket conversations, helping agents quickly grasp key details without scrolling through long threads.
This guide will walk you through enabling and using AI Copilot step by step.
Enabling AI Copilot
- Log in to your Desk365 account and navigate to Settings > Productivity >AI Copilot
- Enable AI Copilot features for your helpdesk option. Toggle the setting to Enable AI Copilot
Once enabled, you can configure how AI Copilot works for your helpdesk. Select the default language for AI-generated content from the dropdown. Then, choose the features you want to activate by checking the relevant options — Generate KB Article from ticket, Summarize ticket, and Draft with AI. You can enable one or all features based on your requirements.
After selecting your preferred options, the changes are applied instantly, and the enabled AI capabilities will be available within the Ticket Details view for agents to use.
Using AI Copilot
After enabling AI Copilot, agents will see it in the Ticket Details view with two options:
- Generate KB Article
- Summarize Ticket
Let’s go through each feature step by step.
1. Generate KB Article
The Generate KB Article option allows agents to convert ticket details into a knowledge base (KB) article. This helps document commonly asked questions and resolutions, reducing repetitive ticket handling.
- Open a ticket that contains a resolution you want to document.
- Click on AI Copilot within the ticket details and select Generate KB Article.
- AI will process the ticket details and draft a knowledge base article allowing agents to:
– Edit the content to refine the article.
– Regenerate if a different version is needed.
- Once satisfied, click Create Article. Choose the category and folder where you want to make the article available.
- Click Publish to add the article to the knowledge base.
2. Summarize Ticket
The Summarize Ticket option helps agents quickly review ticket conversations by generating a concise summary. This is useful when a ticket has multiple responses and interactions.
- Open a ticket that has a long conversation history.
- Click on AI Copilot within the ticket details and select Summarize Ticket.
- AI will analyze the ticket conversation and generate a summary highlighting the key points allowing agents to:
– Regenerate if a different summary is needed.
– Copy and Close to save it to the clipboard for use in responses or notes
AI Copilot in Desk365 simplify ticket handling by automating knowledge creation and summarization. By enabling Generate KB Article and Summarize Ticket, agents can:
- Reduce repetitive work and improve response time.
- Build a well-documented knowledge base for future reference.
- Quickly grasp key details in lengthy ticket conversations.
By leveraging AI-powered automation, Desk365 enhances the efficiency of support teams, ensuring faster resolutions and better customer experiences.
