Ticket Structure & AI Components

Alongside the customer concern, this area provides an AI-generated summary and sentiment analysis, visualized as an emoji.
Filtering and prioritizing frustrated customers’ tickets can prevent escalations.
Notices are displayed as banners:
Basic information such as subject, sender, recipient, and send date are clearly displayed.
Classic processing options such as “Reply” and “Forward” are available here, as well as the option to add notes to the ticket.

1. AI Agent

Here, the customer request’s topic, so-called Skill Tags, are visible. Depending on the assigned skills of a user or team, the processing can be done specifically by topic (see Autopilot).
If a customer’s concern can be handled by an AI agent, it is visible below the topics and immediately applicable. If the linked AI agents do not apply, they can be removed with the Concern misidentified? button.
Not every issue can be solved by automation. In this case, an AI-generated response suggestion is offered, which is transferred by clicking into the response field.

2. Catalog

Here, if configured, text templates (so-called templates) can be accessed. Navigation is done via the structure or the search field.
Searching for the ideal template often takes much longer than drafting a response with short bullet points and leaving the fleshing out and rephrasing to the AI (AI Text Assistant).

3. Wiki

Here, direct access to Wiki articles with instructions and background information is provided. Navigation is carried out via the structure, or the search field.
If there’s a specific question, Neo summarizes the most important content from appropriate articles. This saves time and ensures a quick and clear response, without the need to read individual articles.

The sidebar bundles the context-related ticket information. It can be flexibly used: fully expanded or targeted via the icons.The sidebar is divided into three main areas:1. Ticket DetailsHere you find all the information about the current ticket:

Status Tickets can have the status “open”, “pending”, and “closed”.
Due Date If a due date is stored and the checkbox is ticked for “set to pending until then”, the status automatically reverts to “open” after the due date has passed.
Agent If tickets are assigned to a certain agent, they are no longer offered in autopilot mode. Processing can only be done by this agent or by manually selecting it in the ticket overview.
Id, priority, and activity log (optional)

2. Customer DataThis section displays the most important master data for linked customers. They can be individually expanded:

Contract and customer number
Tariff, monthly installment, consumption
Possible credit or outstanding sums
Delivery address, email, and delivery status

3. HistoryThe History lists all other tickets from the customer, including status, receipt date and topic. 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 for the sender’s address are listed.

Fundamentals

Tickets

Work Resources

Routing & Tags

Teams & Roles

System Integration

AI Agents & Automation

Reports & Analytics