Content
With AI:ON, three AI-supported features are available to you in issue management that make your daily work much easier:
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Improve reply
Have your manually written reply optimized in terms of language – clearer, more precise, more professional. -
Summarize conversation
Receive a compact, AI-generated summary of the previous ticket communication as an internal comment. -
AI initial reply
Automatic generation of a first reply based on the content of the concern – ideal for frequently asked questions.
Using AI:ON features in issue management
Note: AI:ON is currently in an extended test phase. The content is continuously being improved. Use is currently free of charge.
Improve reply
- Open a ticket in issue management.
- Formulate your reply as usual in the reply field.
- Click the AI:ON symbol to the right of the text field.
- Select "Improve my answer".
- AI:ON generates an improved version and you can transfer the suggestion directly into the text field.
Summarize conversation
- Open a ticket in issue management that already has at least one visible reply.
- Click the AI:ON symbol to the right of the text field.
- Select "Summarize the issue with current status".
- You will receive a short summary of all previous messages in the ticket.
- Use "Save summary as internal comment" to add the summary as an internal comment on the ticket – it is not transferred into the reply field and is not visible to the requester.
AI initial reply
- Open an unanswered ticket in issue management.
- Click the AI:ON symbol to the right of the text field.
- Select "Generate an answer".
- AI:ON generates a reply suggestion that you can transfer directly into the text field.
Feedback welcome!
Your feedback is crucial for the further development of AI:ON. Use the integrated feedback function in the Cockpit after every use – answer the question "Was it helpful?" with 👍 or 👎.