How Agents Use AI Assistant to Prepare Ticket Response

AI assist in BoldDesk enhances ticket response quality by helping agents compose replies that are clearer, more accurate, and customer focused. This ensures every response is professional, easy to understand, and tailored to the customer’s issue, leading to faster resolutions and better support experiences. To use these features, they must be enabled in the admin center.

Activating the AI assist features

1. Go to Admin center > Artificial Intelligence > AI Features
2. Turn it on by switching the toggle button.
3. Enable the Rephrase, Translate, Correct Grammar, Review Response, Shorten and Elaborate features used to refine ticket responses.

Using AI Assist to Refine Ticket Responses

1. Open the ticket you want to respond to and type your reply.
2. Click the AI Assist button in the toolbar and choose a feature:

• Rephrase – Express your message differently to avoid repetition or improve tone.
• Translate – Convert your message into another language.
• Correct Grammar – Fix grammatical errors automatically.
• Review Response– Get suggestions for improvement.
• Shorten – Make lengthy messages shorter and more concise.
• Elaborate – Add more detail to your response.

3. Once the AI generates the improved response, click Replace to insert it into your reply and update the ticket.

To use these AI assist features, agents should have appropriate permissions enabled.

Related Articles

1. Agent Guide: Using AI Assistant for Chat Response Preparation.
2. BoldDesk AI Features Overview.