Using the HelpDesk Assistant in Service AI

Introduction

This guide will show you how to use the HelpDesk Assistant in Easy8. This tool helps you quickly create replies to customer tickets using company knowledge and past ticket history. It saves time and ensures your response is professional and accurate.

Target Audience

User

Prerequisites

Access to Easy8 with Easy AI activated
The HelpDesk Assistant enabled for the project
A ticket with a client message already created
AI activated for your user account.

How to Use the HelpDesk Assistant

Step 1: Open a HelpDesk Ticket

Go to the HelpDesk project and open any ticket you want to respond to.

Step 2: Click the "HelpDesk Assistant"

In the right sidebar, click the HelpDesk Assistant icon. A popup will appear.

Step 3: Choose a Prompt

The assistant automatically uses a default template, but you can click it to select a different one if needed (e.g. more formal, or technical response types).

Step 4: Generate the Reply

The assistant reads the client’s message and context. It then generates a full reply. The response appears in a new popup window.

Step 5: Use the Result

You can now:

Copy the response
Retry to generate a new version
Paste as comment directly into the ticket’s comment field
Select a new option if the original template wasn’t suitable

💡 Tip: After pasting, always adjust the response slightly (e.g. add name, case details) to personalize the message.

Troubleshooting

The HelpDesk Assistant button is missing:
→ Check that Easy AI is active and the assistant is enabled in the HelpDesk project settings.
The reply is not relevant:
→ Try using a different prompt, or click Retry to get a new version. Also check if the ticket includes enough content to analyze.

Conclusion

You have now used the HelpDesk Assistant to reply to a support ticket. It helps you work faster and write professional replies using past cases and your internal knowledge base.