Using Suggested Answers in Tickets

1. Submit a suggested response without changes

1. Review the text of the suggested answer in the edit box.

2. Check the banner above the edit box to identify the source:

   • Macro: the text is exactly the content of the macro.

   • Help Center: The text has been summarized by AI.

3. (Optional) Click the banner link if you want to view:

   • The full text of the macro and associated actions.

   • The original help center article.

4. Press Tab to accept the suggested answer.

5. Click Submit to record the response on the ticket.

   • ✅ If it's a macro, all linked actions will also be performed.

6. Ask the customer: “Did this answer solve your question?”

2. Update and submit a suggested response

1. Review the suggested text in the edit box.

2. Press Tab to accept the answer.

3. Make the necessary adjustments to the text.

   • Autofill suggestions will appear as you type.

   • Use Tab to accept or continue typing.

4. Click Submit to submit the adjusted response.

   • ✅ If it's a macro, all linked actions will also be performed.

5. Ask the customer: “Do you need more details or was the answer enough?”

3. Reject a suggested response

1. Review the suggested text in the edit box.

2. To reject, choose one of the options:

   • Press Esc.

   • Start typing your own response.

3. If you delete the written text and leave the box empty, the suggested response will reappear for new acceptance or rejection.

4. Ask the customer: “Would you rather have me explain it in another way or provide more details?”