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Suggest Resolution

The Suggest Resolution action uses AI to analyze a ticket and provide a detailed diagnosis and a step-by-step plan to fix the issue. It automatically looks up similar past tickets and relevant help articles to give technicians a complete picture, helping them solve problems faster.

Why is it useful?

This action saves technicians from digging through old tickets and documents. It gives them a head start with a clear analysis and a ready-to-use action plan, which means faster, more consistent ticket resolutions.

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This action is available only as a Triggered action in a workflow. Let us know if you'd like to use it as a Scheduled one.

Quick Start​

Here’s how to get started with suggesting resolutions:

  1. Add the "Suggest Resolution" action to a workflow, usually after a "Ticket Created" trigger.
  2. The action will automatically analyze the ticket and look for related information.
  3. (Optional) Add custom instructions to guide the analysis. For example: "For printer issues, always check the print spooler first."
  4. Follow up with an "Add Ticket Note" action to save the suggested resolution as an internal note on the ticket.

Best Practices​

Start Simple​

Let the action run with its default settings first. You can add custom instructions later to fine-tune the suggestions for specific types of issues.

Keep Your Knowledge Base Tidy​

The better your help articles and past ticket notes are, the better the suggestions will be. Good data in means good suggestions out.

Custom Instructions for Common Fixes​

If you have standard procedures, tell Neo about them in the custom instructions.

- For printer issues, always suggest checking the print spooler first.
- For "cannot log in" issues, always include a step to check if Caps Lock is on.

Use Follow-up Actions​

The action only suggests a resolution. You need to use other actions to make it useful:

Review and Improve​

Check the Event History to see the suggestions. If they're off, it might be a sign that your documentation needs an update or your ticket notes could be more detailed.