Other ticket systems allow you to link a knowledgebase to the ticket system where when a customer types a subject, it brings up knowledgebase articles that could help them. If a customer clicks on an article then a report will show ticket deflection data on what article was clicked, what was typed, etc.
Status: Idea Submitted
Hey @jforrester. I had this exact same idea but for incoming emails and saw this feature missing in other ticketing systems as well. Not sure if it’s allowed to post this link (mods, please delete if not allowed) but will give it a try.
I created Deflekt.ai to basically do what you describe but for incoming email and with a little help of LLMs. So the auto reply is AI based, trained on your articles. The articles used are referenced in the reply so the customer can read them. You are able to see all incoming mails and provided answers to monitor quality.
The main concept is applying this logic before an email becomes a ticket. Seeing up to 40% of successfull deflections for some of the users (depending on business/market and quality of articles).
Won’t take long before these kind of features become standard, but until then feel free to give it a try.
how does this work in hubspot - is that email only?
@SpinifyCEO the product evolved over time and now support web chat, Slack and Teams as well. Take a look and give it a try. On all these channels your customer has the option to ‘break out’ of the AI bot and request human support. When they do an email is sent to your actual (Hubspot) support inbox with a transcript of all interactions.