Tools Reference
Helpdesk Tools
AI-powered tools for customer support and ticket management.
| Tool | Description |
|---|---|
helpdesk_ticket_manager | Create, read, update, and delete support tickets |
helpdesk_triage | AI-powered ticket classification and assignment |
helpdesk_responder | Generate response drafts for tickets |
helpdesk_summarizer | Summarize tickets and resolutions |
helpdesk_analyzer | Sentiment analysis and escalation detection |
helpdesk_solution_finder | Find similar previously resolved tickets |
Ticket Manager
Full ticket lifecycle management:
- Create tickets from various channels
- Update ticket status, priority, and assignment
- Track resolution progress
- List and filter tickets
Triage
Automatic ticket classification:
- Categorize tickets by type and priority
- Route tickets to the appropriate team
- Assign tickets based on agent availability and expertise
Responder
AI-assisted response generation:
- Draft professional responses based on ticket context
- Reference knowledge base articles in responses
- Maintain consistent tone and communication style
Summarizer
Ticket and resolution summaries:
- Generate concise summaries of long ticket threads
- Summarize resolution steps for documentation
- Create summary reports across multiple tickets
Analyzer
Sentiment and escalation intelligence:
- Detect customer frustration levels
- Identify tickets requiring escalation
- Track sentiment trends across ticket volumes
Solution Finder
Historical resolution matching:
- Search previously resolved tickets for similar issues
- Suggest solutions based on past resolutions
- Reduce repeat investigation of known issues