Ticket Structure & AI Components

• In addition to the customer request, this area provides an AI-generated summary and sentiment analysis, visualized as an emoji.

  Escalations can be prevented by filtering for unhappy customers and handling them carefully.

• Notes are displayed as banners:

• Basic information such as subject, sender, recipient, and date sent are clearly displayed.

• Traditional editing options such as “Reply” and “Forward” are available here, as well as the option to add notes to the ticket.

1. AI Agent

• The topic of the customer request, otherwise called Skill Tags, is visible here. Depending on the set skills of a user or team, processing can be done by topic (see Autopilot).

• If the customer request can be handled by an AI agent, they are visible below the topics and are immediately applicable. If the linked AI agents are not applicable, they can be removed with the Issue incorrectly recognized? button.

• Not every request can be solved using automation. In this case, an AI-generated response suggestion is provided, which is taken over into the response field with a click of the mouse.

2. Catalogue

• Text templates unique to configuration, aka. templates, can be accessed here. Navigation is done via the stored structure or the search field.

  Searching for the ideal template often takes much longer than creating a reply with short bullet points, leaving the AI to expand and rephrase the response (AI text assistant).

3. Wiki

• Direct access to the Wiki articles with instructions and background information is available here. Navigation is done either via the structure or the search field.

• Neo summarises all relevant content from the appropriate articles in the case of a specific question. This saves time, provides a quick, clear answer – without needing to read each article.

The sidebar bundles context-related information for the ticket. It can be used flexibly: either fully expand or targeted via the symbols.

The sidebar is divided into three main areas:

1. Ticket Details

All information regarding the current ticket lies here:

• Status Tickets can have the status “open”, “waiting”, and “closed”.
• Due If a deadline is set and the checkmark for “put on wait until then” is activated, the status will automatically revert to “open” after the due date.
• Agent If tickets are assigned to a specific agent, they will no longer be offered in Autopilot. The processing can only be done by this agent or manual selection in the ticket overview.
• ID, priority, and activity log (optional)

2. Customer Data

This section displays the most important master data of linked customers. They can be expanded individually:

• Contract and customer number
• Tariff, monthly installment, consumption
• Any credit or outstanding amounts
• Delivery address, email, and delivery status

3. History

The history lists all further tickets of the customer including status, date of receipt, and subject. Depending on the configuration, relevant events from the system history can also be displayed – such as tariff changes, meter reading submissions, or price changes.

If no customer is linked with the ticket, all tickets available at the sender address are listed.