How to Respond to Support Tickets Using AI

Handling support tickets can be a time-consuming task, especially when the queries pile up. But what if you could make this process faster and easier? ProProfs AI is here to help. It analyzes customer queries and suggests smart responses—whether it's acknowledging an issue, confirming details, or requesting more information. With this AI-powered tool, you can save time, respond accurately, and keep your customers happy.

Benefits of ProProfs AI:

• Automated Intent Analysis: Quickly understands the purpose of customer queries and ensures responses match their expectations.

• Category-Based Responses: Offers AI-suggested replies tailored to categories like acknowledge, confirm, and request, simplifying ticket resolution.

• Customizable Responses: Allows agents to tweak, rephrase, or adjust AI-generated replies for better alignment with your communication style.

Use Case: A cloud services provider leverages ProProfs AI to streamline support for server outages and performance issues. The AI helps agents acknowledge service interruptions, request additional details for troubleshooting, and share real-time updates on server status—all in a few clicks. This leads to quicker responses, happier customers, and a lighter workload for the support team.

To be able to respond to a support ticket using AI:

Step 1: Access the Ticket Interface

• Navigate to a ticket in your Help Desk interface and click the “ProProfs AI” icon.
   

Step 2: Review AI-Suggested Responses

• In the "How do you want to reply?" section, review AI-suggested responses organized into the following categories:
• Acknowledge: Apologize and assure customers that their issue is being investigated.
• Confirm: Confirm receipt of the query and provide a status update.
• Request: Ask for additional details to resolve their issue effectively.
• Apologize: Express an apology with a clear explanation.
• Update: Provide the latest progress related to the customer’s query.

Step 3: Insert a Suggested Response

• Click the Insert button for the response category that best suits the query.

• Edit and rephrase the response if necessary to match your tone and preferences.

Step 4: Send the Response

• Once you are satisfied with the response, select one of the following options to send it:
• Send as Resolved: Close the ticket if the query has been fully addressed.
• Send as Pending: Indicate that further action is required before closing the ticket.
• Send as Hold: Place the ticket on hold for additional follow-up.

That’s all about responding to support tickets using AI in the ProProfs Help Desk. Please contact our support team if you encounter any issues or questions.