February 01, 2024
Resolution note generator
Agents often seek references and best practices for resolving tickets. Resolution notes are internal documents that detail the steps to reproduce a problem, the troubleshooting process and other relevant information. They are incredibly helpful in assisting agents with similar issues.
With Freshservice, agents can create detailed resolution notes for each ticket. For customers using the Freddy Co-pilot add-on, we have created the capability of an AI-powered resolution note generator. This feature summarizes root cause, actions taken and final resolution, ensuring quick referrals and elevating service delivery to new heights.
Follow the steps below to create a resolution note:
Navigate to the "Resolution" tab or click the "Add Resolution" button in the right pane.
2. The resolution tab opens.
With the Freddy Co-Pilot add-in:
a. Click the “Generate resolution” button to create a resolution note.
b. Freddy AI will generate a resolution note with the root cause, the actions taken to resolve it and the resolution.
c. Click “Add” to insert the generated resolution into the ticket.
No Freddy co-pilot add-in:
a. Once the resolution tab opens, you can manually create the resolution note and click "Add".
Please note:
If you are currently using “resolution note” as a custom field, you can switch to the “Resolution” tab, as it allows you to add additional context with a rich text editor.
Adding a resolution note does not automatically change the ticket status to “resolved”.