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It looks up similar past tickets and relevant help articles while analyzing a ticket.
This action is only available for triggered workflows.

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Quick start

1

Add the action to your workflow

Add the “Suggest Resolution” action to a workflow, usually after a “Ticket Created” trigger.
2

Let it analyze automatically

The action will automatically analyze the ticket and look for related information.
3

Add custom instructions (optional)

Add custom instructions to guide the analysis. For example: “For printer issues, always check the print spooler first.”
4

Follow up with ticket note

Follow up with an “Add Ticket Note” action to save the suggested resolution as an internal note on the ticket. Or use “Notify Ticket’s Owner” to alert the assigned technician that suggestions are ready.

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How it works

This action analyzes ticket information to provide comprehensive resolution guidance:
  1. Analyzes ticket content - Reviews ticket description, notes, and context
  2. Searches similar tickets - Looks up past tickets with similar issues and successful resolutions
  3. Reviews documentation - Checks relevant help articles and knowledge base entries
  4. Generates action plan - Creates step-by-step resolution suggestions based on findings
  5. Provides reasoning - Explains why specific steps are recommended, with references to the past tickets and documentation that informed them

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Setup

Ticket to analyze: Works with any ticket from your workflow trigger or previous actions. Custom instructions (optional): Guide the analysis with specific procedures or preferences. For example: “For printer issues, always check the print spooler first” or “For login issues, include Caps Lock check.” Suggestion quality depends on your help articles and past ticket notes. If suggestions are wrong, improve those sources as well as the custom instructions.