In this blog, we show you how you can use past similar tickets to draft AI responses for new tickets.
We just (beta) launched our most requested feature – “Past Tickets”
You can now visit the ‘Past Tickets’ tab on the Macha Zendesk widget and:
- View a list of similar past tickets
- Click and view relevant past tickets
- Click ‘Generate with ticket’ to create a response with that ticket
Here’s how it works:
By default, 1000 of your past ‘solved’ tickets will be added to the AI knowledge base. If you’d like to add more past tickets or another group of tickets, please write to us.
Want to try it out?
If you’ve already installed the app: Just open the Macha AI widget on your Zendesk and click on the ‘Past Tickets’ tab.
If you haven’t installed the app yet:
- Install the Macha AI Assistant for Zendesk
- Click on the ‘m’ icon in any ticket’s editor
- Then click on ‘Create Account’
- You can now view the ‘past tickets’ tab on the widget
The feature is still in beta, so we’d love to hear feedback.