Support is enabled by SmartOps as a packaged workflow. This involves the end-to-end life cycle of Ticket Resolution – Creating projects, adding users, configuring sense channels, identifying intents & entities, mapping corresponding workflows, managing tickets and providing recommendations and resolutions. Support provides resolutions for tickets with identified intents as well as assigns appropriate resolutions for tickets with unidentified intents.
Support helps to manage tickets which were not resolved via automatic resolution handled by SmartOps. Considering a scenario where a customer raises a ticket and is taken up for resolution by real-time module. If real-time module can identify
the intent, associated user story will get executed successfully. In scenarios where real-time module is not able to identify the intent, Support enables to provide recommendations and resolutions.
Support engineer can transfer a ticket to
another assignment group at any point of time using the Escalate option.
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