Deskpro offers a suite of AI powered features designed to boost your productivity in Deskpro.

Our AI Productivity features include tools that expand basic responses into complete replies, correct spelling and grammar issues, enhance the tone of your drafted response, and even generate concise summaries from long ticket threads to provide you with the context your team needs to effectively resolve the customer’s issue faster.

Draft a Reply

Purpose: To generate an agent reply using the context of the user's last message and the content of the AI data source configured by an admin.

How to use it: The Draft a Reply feature can be accessed via the purple pencil icon within the ticket reply box. Once the suggested reply is generated, you can click 'Try again' to generate a new response, click 'Accept draft' to load the response into the reply box, or close the window to discard.

Expand Reply

Purpose: To transform a draft agent reply consisting of incomplete sentences or a few drafted bullet points into a complete response that can be sent to customers. (This leverages the last user message combined with the agents draft reply to generate the response)

How to use it: The Expand Reply feature can be accessed by pressing on the purple wand icon within the ticket reply box.

1. Navigate to an open ticket with a message from a customer and select the message reply box.

2. Enter a draft response with at least two words (’Expand Reply’ is designed to work with draft responses that use both sentences and bullet points)

3. Click on the ‘Expand Reply with AI’ wand icon.

4. The draft reply will be expanded based on your points and the user's last message.

5. Review the response, make any necessary adjustments as desired and send the reply to the customer.

Enhance Reply

Purpose: To make minor improvements to an agents drafted reply without losing the context of the original message. This can be used to transform the tone of a response (to sound more formal or friendly) or even correct spelling and grammatical errors.

How to use it: The Enhance Reply feature can be accessed by pressing on the purple smiling emoji icon within the ticket reply box.

1. Navigate to an open ticket with a message from a customer or create a new ticket and select the message reply box.

2. Enter a draft response message

3. Click on the ‘Enhance Reply’ smiling emoji icon.

4. Select to make your draft response sound “More Friendly” or “More Formal” or use the feature to correct any spelling of gramatical errors

5. The draft reply will be rephrased to sound more friendly or more formal

Summarize Ticket

Purpose: To generate a concise summary of the messages within a ticket thread, helping you to quickly get up to speed with agent and customer interactions that have occurred over the tickets life.

How to use it: The Summarize Ticket feature can be accessed by pressing on the purple "Insert summary with AI" option within the dropdown ticket actions menu.

1. Navigate to a ticket with multiple messages and select the "More" button to open the ticket actions menu.

2. Click on the purple "Insert summary with AI" option.

3. A summary will be automatically generated for the ticket.

4. Save the generated summary.

Draft a Knowledgebase Article

Purpose: To generate a draft article from the messages contained within a ticket thread, helping you to quickly transform the carefully crafted responses sent to an individual customer into a formatted article, that can be published to help other customers experiencing a similar issue.

How to use it: The Draft Article feature can be accessed by pressing on the purple "Write article with AI" option within the dropdown ticket actions menu.

1. Navigate to a ticket where an agent has responded to a customer about an issue that does not currently have a supporting Knowledgebase article within your help center.

2. Select the "More" button to open the ticket actions menu.

3. Click on the purple "Write article with AI" option.

1. An article will be automatically generated with headings, subheadings and formatting.

1. You can regenerate the drafted article multiple times using the "Try again" button, toggle between the generated answers using the arrows in the left hand side of the modal and once you are happy with the drafted article press the "Accept Draft" button to create the draft knowledgebase article.

2. Finally, you can make adjustments to the article content, add a title and assign the appropriate category before pressing save and publishing the content to your help center.