Freddy AI Copilot has several features that allow you to resolve tickets and issues faster. This article helps you understand and use these features.
| This is article 1 of 4 about Freddy AI Copilot: 1. Resolve faster 2. Respond faster 3. Improve quality of response 4. Improve adoption and reporting This article contains: |
Copilot features for faster resolution of tickets
This article explores the following features:
| Feature | Availability | Description |
|---|---|---|
| Solution article suggester | Available | Let Freddy AI recommend up to 3 articles from your Knowledge Base based on the ticket context. |
| Canned response suggester | Available | Let Freddy AI recommend choices from your list of canned responses based on the previous reply. |
| Reply suggester | Public Beta | Let Freddy AI generate an email response based on the context of the ticket and matching solutions available in your knowledge base. |
| Ask KB | Private beta | Ask anything in a companion widget. Freddy AI will study your knowledge base and formulate an answer to your question. |
| Similar Tickets | Private beta | Let Freddy AI find resolved tickets similar to the one you're working on and summarize their resolution patterns. |
Enable Copilot features
To enable these features:
- As an account admin, purchase the Freddy Copilot add-on.
- Go to Admin Settings > Accounts > Plans & Billing.
- Enable the Freddy Copilot toggle and configure the number of licenses you need.
- Click Proceed to Payment and follow the instructions.
- As an admin, go to Admin Settings > Freddy > Freddy.
- Under the Copilot heading, enable the toggles for the features you wish to use.
To gain access to beta features, <link>join our beta program</link>.
Use these features
After features are enabled, agents can use them from the Ticket Details view of any ticket.
For agents to use these features, they must be assigned the Freddy Copilot User role. Learn about Roles.
Solution article suggester
If you use Freshdesk's Knowledge Base feature, you may have already built up a robust list of solution articles that address common customer queries and provide relevant information about your product or service. These are great to quickly resolve a ticket.
If so, Freddy AI's solution article suggester takes away the labor of manually finding the relevant article for your ticket. It'll read the ticket title and description and search through your knowledge base to find the 3 most relevant articles.
Canned response suggester
Add your content in between these paragraphs...
...and then get rid of them.
Usage instructions for beta features are available upon request.
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