PPuri8

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Priya Puri

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PPuri8 on June 06, 2025

AI Customer Agent - make content specific to user type

We have 2 main user types: teachers & parents. Our knowledge base is separated into a section for each type of user. Sometimes when you ask the AI agent a question, it pulls the information that would be correct for one user type but not the oth read more

Reply Discussion Chat Knowledge Base Service

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PPuri8 on April 20, 2025

Reporting on number of touches to close a ticket

Hello, I'm trying to analyse the number of back-and-forths it takes with a customer to resolve their query to measure support efficiency. For example, agent replies on average 3 times before ticket was closed. How can I do this?

Reply Discussion Reports Service Tickets

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PPuri8

Contributor

October 16, 2024

Reply to Sending information to Productboard

Hi, unfortunately not - we're still trying to find the best way to do this.

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PPuri8 on August 19, 2024

Creating tasks on helpdesk

Is it possible to create a task on a ticket in the Helpdesk?

Reply Discussion Professional

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PPuri8

Contributor

June 24, 2024

Reply to Data protection - automatic ticket deletion

Hello, If you do restorable delete then the ticket won't be removed. In my situation, we don't want to use permanent. I'm unsure why the tick...read more