Ticket Properties Suggester (TPS)

Suggests Ticket properties (Priority, Group and Type) using Machine Learning for agent to review and update

Not compatible in new mint

Install available only on Desktop

Version : 2.0

Published by FreshX
about 1 year ago

in Agent Productivity, FreshX

Help and Supportsupport@freshdesk.com https://support.freshdesk.com

Ticket Properties Suggester (TPS)

Suggests Ticket properties (Priority, Group and Type) using Machine Learning for agent to review and update

					        	Suggests Ticket properties (Priority, Group and Type) for new incoming tickets using Machine Learning. Agent reviews and clicks on ‘Update’.

Note :  
1. Will work only if you have at least 250 tickets per month 
2. The app typically takes  3 business days to crunch your data and start suggesting
3. We currently only support 'English' language

Fields Predicted: Priority, Group and Type (More fields coming soon)
Where: Ticket Details Page -> Ticket Properties Pane

How to use TPS App?
Turn ON smart-fill toggle to auto-fill suggested values
Review the values, change if necessary
Click 'Update'

Features - 
 
       1.    Value Suggestion (Green Text in Dropdown):

The suggested values will be highlighted green in the drop down list.  (This feature works irrespective of Smart-fill on/off)
 
      2.	Smart-fill (Fields Pre-filled and the box turns Green):
 
Turn on the Smart-fill to fill the suggested values 
Review the suggested values & click the ‘Update’ button
For a given ticket if there is not enough data, Smart-fill will be disabled and can’t be turned ON

Individual Enable/Disable : TPS could be enabled/disabled individually for any of the default ticket property fields. (More fields and No-review Smart-update Coming soon)

Who should install TPS ? 
 If you have agents marking priority, type & group for every ticket by reading the ticket content, then TPS is for you. Smart-fill will make this task a one-clicker and will save agent’s time going into this mundane task. 

What do I get?
Consider TPS saving 2 seconds per ticket for 100s of tickets per agent. This reduces agent’s cognitive load and acts a great productivity booster.
					        	
							Just click on ‘Install’ and we’d take care of the rest. TPS typically takes  3 business days to crunch your data and start suggesting

Please note that you’d need at least  250 tickets per month for TPS to function as intended

Settings :

1. Copy the API key from your profile settings page (Right side) and paste it. Make sure there are no spaces.
 (Refer here - https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key)
2. Select the fields for which TFS should be enabled
							

Help and Supportsupport@freshdesk.com https://support.freshdesk.com

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