Suggesting Ticket Resolutions
This action allows Neo to suggest a ticket resolution based on past ticket history as well as information in documentation systems (i.e ITGlue or Hudu).
How it Works?
For every incoming ticket, Neo looks at all similar tickets that occurred in the past.
Neo will also analyze all relevant docs in ITGlue or Hudu.
Neo will use this information to suggest an exact resolution to follow based on this information.
Benefits
-
AccuracyImproves resolution suggestions based on historical data and documentation.
-
Knowledge UtilizationLeverages existing information from ITGlue or Hudu for better solutions.
-
ScalabilityImproves suggestions over time as more tickets are processed.
FAQs
Neo uses advanced search algorithms and natural language processing (NLP) to scan through tickets in the PSA system and documentation sources like ITGlue or Hudu. It looks for key terms, patterns, and solutions from past tickets that are most similar to the current issue. Neo then cross-references this information with any relevant documentation to provide a tailored resolution suggestion.
Yes, Neo is designed to handle a wide variety of ticket types, whether they pertain to hardware, software, or network issues. Neo adapts its search criteria and resolution suggestions based on the specific type of ticket and the historical data available for that category.
Neo prioritizes tickets and documentation based on relevance. It factors in criteria such as issue similarity, the frequency of past occurrences, and the resolution success rate. More recent and highly rated solutions are given higher priority, ensuring the most applicable and up-to-date information is used.
Absolutely. You can adjust the settings to fine-tune how Neo searches for solutions, including specifying which documentation sources to prioritize or excluding certain ticket types. You can also provide custom instructions to guide Neo’s resolution suggestions based on your business needs.
If no relevant past tickets or documentation are available, Neo will notify you that there is insufficient data to provide a resolution. However, it will continue to monitor similar future tickets and learn from new information added to the system, ensuring it becomes more effective over time.
Neo continuously learns and adapts, prioritizing the most recent and relevant information in its suggestions. You can also set rules to flag outdated documentation, prompting Neo to disregard or highlight it for review, ensuring only accurate and up-to-date resolutions are used.
