4 min read
Feature
Agents on monday service
Do you find yourself handling the same customer service tickets again and again? What if AI could take those repetitive tasks off your plate, offering resolution steps and drafting customer replies based on the tickets you've already solved—all in an instant?
How it works
The AI assistant analyzes all incoming tickets on your Ticket board, along with past solutions provided by your team and existing conversations with requesters. To start receiving AI-powered suggestions, your board needs a history of open or resolved tickets that include some correspondence.
Unlike generative AI, this assistant learns from the way your team handles requests, ensuring its suggestions align with your existing processes.
If an AI suggestion isn’t available for a ticket, try drafting a reply and adding an internal note for your team! This helps build a history that enables the AI to recognize similar incoming requests and generate response suggestions.
Review AI suggestions
AI-powered suggestions make ticket handling smoother by providing quick insights and actionable steps. Whether you're reviewing a ticket mid-shift or offering support as a team lead, AI suggestions will save you time and effort.
To access AI suggestions, open the ticket’s timeline and expand the AI suggestion. Here, you'll find a concise summary of the issue along with suggested steps to resolve it:
Each suggestion includes a confidence level (determined by the relevance of related tickets) and links to related tickets, allowing you to quickly jump to similar cases for additional context.
To improve accuracy, mark suggestions as helpful or not helpful—your feedback fine-tunes recommendations, helping the AI improve with every interaction.
Draft a reply
Once you've reviewed the AI suggestion, click “Draft reply”, and the AI will generate a fully written, ready-made response based on that recommendation. Instead of offering step-by-step guidance for an agent’s overview like the AI suggestion, this response is a fully structured message, ready to be sent directly to the customer.
The reply will appear in the email composer, ready for you to review, edit, and approve before sending it to the requestor:
Turn on AI auto-reply
Ready to let the AI assistant handle responses automatically? This feature allows AI to send automatic responses to new tickets based on your chosen confidence level—saving your team time while keeping things helpful. To get started, click "AI auto reply" at the top of your Tickets board:
The auto-reply toggle will be off by default. Once you turn it on, you can set the AI’s certainty level—low, medium, or high—depending on how confident the AI should be before it sends a reply. A low setting will generate more replies with lower certainty, while high confidence will send fewer, more accurate replies. Medium offers a balance between volume and accuracy.
You can also customize the handoff message—this is what requestors will see if the AI isn't confident enough to respond, or if someone asks to speak with a human before an agent steps in.
On the right side of the auto-reply setup screen, you can preview how responses will appear. Select a ticket from the dropdown menu to see an example reply. Click on "Sources" at the bottom of the preview to view the related tickets that the AI used to generate the response. Once everything looks good, click "Save and apply".
After enabling AI auto-reply, open an incoming ticket and head to its timeline. On the right side, you’ll see an AI summary of the ticket, offering a quick snapshot of the issue. In the main timeline, you'll find a fully drafted suggested AI answer. You can edit the draft or send it as is—either way, the assistant is working alongside you to move things forward, faster.
With AI evolving alongside your team, you can tackle tickets with ease and spend more time on the work that truly makes an impact!
If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.