Triage Ticket
This action allows Neo to automatically triage fields, such as type, subtype, priority and others in your PSA based on how you’ve categorised these in the past as well as according to any specific instructions.
How it Works?
Select all fields that you want Neo to triage (i.e type, subtype, priority, estimated hours etc.)
Neo will analyze an incoming ticket and make an assessment of what the correct values should be for your chosen request.
Neo also applies any custom instructions & updates the fields in your PSA.
Benefits
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EfficiencySpeeds up ticket processing, reducing manual work.
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ConsistencyEnsures uniform categorization, minimizing errors.
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ScalabilityHandles more tickets without compromising quality.
FAQs
You can use the “custom instructions” setting to steer Neo’s decision-making logic in plain English. This allows you to adjust how Neo interprets and categorizes fields, improving accuracy based on your specific needs.
Neo automatically logs all actions, and you can view a detailed audit trail of the changes. This includes field updates, actions taken, and timestamps, ensuring full transparency and easy tracking.
Yes! Neo supports automation of complex workflows. You can configure a series of actions that execute one after the other, allowing you to automate entire processes from start to finish without manual intervention.
If Neo encounters any errors or exceptions during its actions, it automatically generates an alert and provides a detailed error log. You can customize how Neo handles such exceptions, including retry logic or escalating the issue to human oversight.
Yes, Neo uses AI models to continually improve its performance based on historical data and user feedback. The more you use Neo, the better it gets at handling your workflows.
