Deskpro's AI features include a suite of Productivity Tools designed to enhance agent efficiency. These tools provide agents with the means to act more quickly, resolve a higher volume of tickets, and overall, increase team capacity and productivity.

To activate the AI Agent Productivity Tools, navigate to the Admin Interface and select AI > Agent Productivity. Here, you can enable the specific AI tools that you want your agents to utilize.

The AI Productivity Tools include:

• Summarize Ticket: This function allows agents to rapidly generate a concise summary of ticket threads with a single click to provide an overview of what was discussed in a ticket.

• Expand a Reply: This tool generates an expanded paragraph based on the agent's drafted response, helping to transform basic points into complete messages that can be sent to customers.

• Enhance Tone: This feature gives agents the flexibility to adjust the tone of their message, making it either more formal or friendly depending on the situation without changing the message context.

• Draft a Knowledge Base Article: This feature helps agents to automatically generate a draft knowledge base article from the messages contained within the ticket thread.

• Draft a Reply: This function allows agents to generate a reply using the context of the user's last message and the content of the configured AI data source.

To activate, simply enable the desired features using their respective toggle:

AI Permissions

You can control which agents have access to AI features with the help desk Permissions, for more detail see AI Permissions

Agent Usage

Once enabled, agents will be able to start using these AI features in the reply box and ticket actions menu.

For more comprehensive instructions, please see Using AI Productivity Tools.