The following examples demonstrate how the system processes different types of user
emails, such as inquiries, feedback, and feature requests, showcasing its automated
processes and seamless integration with support and issue-tracking platforms.
Example 1: Handling User Queries
When a user sends a question or reports an issue via email, the AI agent responds
automatically and creates a Zendesk ticket. If the user follows up, the agent
provides additional replies, updating the ticket accordingly. After the issue is
resolved, the user confirms resolution, and the agent classifies the final message
as feedback, updating the ticket status accordingly.
Step-by-step process for user queries:
User sends an email with a query.
The AI agent sends an automated reply.
A Zendesk ticket is created with the query details.
The user replies through email.
The agent responds to the follow-up questions.
The Zendesk ticket is updated with latest information.
The user resolves the issue following the agent’s instructions, for example by
reviewing logs, and sends a confirmation reply.
The agent classifies this message as feedback, prefixes the ticket title and
email subject with
[FEEDBACK]
, and sets the ticket status to
Pending, awaiting any further action, such as reopening or closing the
ticket.
The agent sends an acknowledgment of the feedback.
The Zendesk ticket status reflects the feedback classification.
Example 2: Processing Feature Requests
When a user requests a new feature by email, the agent acknowledges the request,
creates a Zendesk ticket that is immediately marked as Closed, and also generates a
Jira ticket for detailed tracking. For subsequent requests of the same feature, the
agent links to the existing Jira ticket to prevent duplication, while still opening
new Zendesk tickets for user reference and follow-up.
Step-by-step process for feature requests:
User sends a feature request
email. For example, a custom workflow wizard in Informatica Customer 360.
The agent automatically acknowledges receipt.
A Zendesk ticket is generated and
immediately marked as
Closed
since the feature request will be
managed through a Jira ticket.
A Jira ticket is created to track and manage the feature request.
For similar requests later, the agent avoids creating duplicate Jira tickets by
referencing the existing Jira ticket.
The agent includes a link to the existing Jira ticket in its response instead of
opening a new one.
Each similar request also results
in a new Zendesk ticket, which remains
Open
for the user to
review the linked Jira ticket to verify if it aligns with their request or
dismiss false positives.
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