AI Triage
Automatically triage and route your tickets
eesel AI plugs into your Zendesk, Freshdesk, and other helpdesk tools, and based on your workflows route, tag, edit and close tickets. Get a perfectly organised help desk, all automatically.
Our AI triaging operates using the bot's prompt and actions. Once you've added your AI bot to your helpdesk, it can:
Tag
Close
Update ticket fields
Assign to agents or teams
And more!
To set up AI triage:
Create an AI bot in your eesel dashboard
Train it on some knowledge so that it has context of your company, and its role.
Connect your helpdesk domain via Integrations in the sidebar.
Head to the Customize tab.
Enable the actions you want to use, and update the prompt to explain to the bot how and when to use those actions.
For example: add in the "Tag" action, and add to the prompt: "For every new conversation, use 'zendesk_tag_ticket' action, using the relevant tag from the following options: "Billing", "Bug", "Support".
You can find integration specific actions on the integration page of your helpdesk. You can also find non-integration specific actions (like 'do not reply') here.
Head to the AI Agent tab of the helpdesk integration on the left sidebar
Click "No reply", and click "Live" to enable it to act live on incoming tickets, without leaving notes or public replies.
AI Triage can operate at the same time as AI Agent or AI Copilot, so you can select "Leave public replies" or "Leave internal notes" and have AI Triage still operate.
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