Ticket Auto Resolution

Ticket Auto Resolution is part of a group of Tickets Operations that are often used with the Agent Assist or Webchat bots.

To use the Ticket Auto Resolution feature, you need to:

1. Create an Aisera Service User Account. Use log in credentials for your company's data source.

2. Add a Data Source to your Aisera Tenant Instance (Company Aisera platform).

   1. Choose Ticket Learning and User Learning as functions in the Data Source Schedule configuration.

3. Create a Bot Application.

   1. In the Bot Details screen, enable the Ticketing System as a System of Record (SOR). This will generate a token. Note this token for future use.

   2. In the Bot Details screen, choose 'View App Conversation Messages'. Search for Ticket Auto Resolution messages and modify these messages as needed.

4. Go to Event Studio and create an Aisera Event.

   1. Set the Event = Ticket Created.

5. Add a Listener Channel to your bot and set the Capability to Ticket Auto Resolution.

6. Create a Workflow that triggers automated resuolution steps after the Ticket Created event occurs.