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The Suggest Resolution action analyzes tickets and provides detailed diagnosis and step-by-step resolution plans. It automatically looks up similar past tickets and relevant help articles to give technicians everything they need to solve problems faster.
This action saves technicians from searching through old tickets and documentation. It provides a clear analysis and ready-to-use action plan, leading to faster and more consistent resolutions.
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.

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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

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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.”

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What you get

After running, you’ll have detailed resolution suggestions including step-by-step action plans, reasoning behind recommendations, and references to similar past tickets or documentation that informed the suggestions.

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Common use cases

Automatically provide technicians with resolution suggestions when new tickets are created, reducing research time and improving consistency.
Help technicians tackle complicated problems by surfacing relevant past solutions and documentation they might not find on their own.
Use suggestions to identify gaps in documentation or procedures that could be improved based on recurring issues.
Provide new technicians with detailed guidance and context for issues they haven’t encountered before.

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Best practices

Let the action run with default settings first. Add custom instructions later to fine-tune suggestions for specific types of issues.
The better your help articles and past ticket notes are, the better the suggestions will be. Good data in means good suggestions out.
If you have standard procedures, tell Neo about them in the custom instructions. Include specific steps for common issue types.
The action only suggests a resolution. Always pair with “Add Ticket Note” to save suggestions or “Notify Ticket’s Owner” to alert technicians.
Check Event History to see suggestions. If they’re off, update your documentation or ticket notes to improve future suggestions.

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Example workflows

  1. Trigger: New ticket created
  2. Suggest Resolution - Analyze ticket and provide step-by-step guidance
  3. Add Ticket Note - Save suggestions as internal note for technician
  4. Result: Every new ticket gets immediate resolution guidance
  1. Trigger: Ticket priority changed to “High” or “Critical”
  2. Suggest Resolution - Provide detailed analysis for complex issues
  3. Notify Ticket’s Owner - Alert technician that suggestions are available
  4. Result: High-priority tickets get immediate expert-level guidance
  1. Trigger: Ticket created with specific categories
  2. Suggest Resolution - Analyze and provide suggestions
  3. Add Ticket Note - Document suggestions for review
  4. Notify Internal Team - Alert knowledge management team about patterns
  5. Result: Continuous improvement of documentation and procedures