While a great amount of work has been done in ServiceDesk recommending solutions or trying to identify related incidents/problems, this does not help when the majority of incidents are handled by utilizing email drop boxes. It would be nice if ServiceDesk could be set up to automatically reply back to incoming incident requests with the following:
- Recommended solutions based on text of the incident
- Recommended category/subcategory
The recommendations should be provided as it does in the platform interface, but be selectable based on the level of probability (for example, if the AI engine, or whatever powers the ServiceDesk recommendation engine) has a high confidence that an existing solution is correct, it should recommend it. Same for categories and sub-categories which for the most part the system recommends quite well in the platform interface. What we wouldn't want are emails going out if the confidence of the system is low.
The emails that go out should be easy for the end-user to action on (a simple "Here is a recommended solution ...... " it opens a page. At the end of the page "Did this fix your problem? Click here to close your ticket.". Of course this could be used to further tweak the AI used to generate solutions.
At the end of the day we want ServiceDesk to do more work so we don't have to!
