> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Suggest Resolution

> AI-powered analysis to provide detailed diagnosis and step-by-step resolution plans

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.

<Tip>
  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.
</Tip>

<Info>
  This action is only available for **triggered** workflows.
</Info>

## Quick start

<Steps>
  <Step title="Add the action to your workflow">
    Add the "Suggest Resolution" action to a workflow, usually after a "Ticket Created" trigger.
  </Step>

  <Step title="Let it analyze automatically">
    The action will automatically analyze the ticket and look for related information.
  </Step>

  <Step title="Add custom instructions (optional)">
    Add custom instructions to guide the analysis. For example: "For printer issues, always check the print spooler first."
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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

## 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."

## 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.

## Common use cases

<AccordionGroup>
  <Accordion title="New ticket resolution guidance">
    Automatically provide technicians with resolution suggestions when new tickets are created, reducing research time and improving consistency.
  </Accordion>

  <Accordion title="Complex issue analysis">
    Help technicians tackle complicated problems by surfacing relevant past solutions and documentation they might not find on their own.
  </Accordion>

  <Accordion title="Knowledge base enhancement">
    Use suggestions to identify gaps in documentation or procedures that could be improved based on recurring issues.
  </Accordion>

  <Accordion title="Training and onboarding">
    Provide new technicians with detailed guidance and context for issues they haven't encountered before.
  </Accordion>
</AccordionGroup>

## Best practices

<AccordionGroup>
  <Accordion title="Start simple">
    Let the action run with default settings first. Add custom instructions later to fine-tune suggestions for specific types of issues.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="Use custom instructions for common fixes">
    If you have standard procedures, tell Neo about them in the custom instructions. Include specific steps for common issue types.
  </Accordion>

  <Accordion title="Always use follow-up actions">
    The action only suggests a resolution. Always pair with "Add Ticket Note" to save suggestions or "Notify Ticket's Owner" to alert technicians.
  </Accordion>

  <Accordion title="Review and improve regularly">
    Check Event History to see suggestions. If they're off, update your documentation or ticket notes to improve future suggestions.
  </Accordion>
</AccordionGroup>

## Example workflows

<AccordionGroup>
  <Accordion title="Automatic Resolution Suggestions">
    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
  </Accordion>

  <Accordion title="Complex Issue Support">
    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
  </Accordion>

  <Accordion title="Knowledge Gap Identification">
    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
  </Accordion>
</AccordionGroup>