Using NowAssist to check ticket content against a defined template

CodyCalling
Giga Contributor

5 hours ago

Hi - we have recently adopted Now Assist as part of our tool kit and we are defining relevant use cases that we are trying to solve.

One of those is whether we are receiving the correct level of information on ticket submissions and whether we can alert the support agent/end user when the level of information contained within a ticket meets the set criteria.

 

For example for product A we would expect to receive w,x,y,z bit of information but on the latest ticket submission for product A we only received w and y and rather than the support agent checking Now Assist will alert support agent/end user to the fact that there is missing data.

 

 

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Sneha KH
Giga Guru

4 hours ago

Hello @CodyCalling ,

  • When a user submits a ticket, Now Assist reads the description.

  • It checks whether all required details (W, X, Y, Z) are mentioned.

  • If something is missing (for example, X and Z), the system can:

    • Show a message to the end user before submission, or

    • Alert the support agent after the ticket is created.

  • The user or agent can then update the ticket with the missing details.

 

 

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