Zia Generated Thread Level Keywords for Tickets

Zia Generated Thread Level Keywords for Tickets

There are many instances when a support ticket or query goes through a long process before it is resolved. During this time, other team members or agents may get involved. Sometimes, a client may hand over the ticket to another individual. It can be challenging for the new members to understand the context of the ticket by reading through each response. This could lead to overlooking of critical information or misinterpretation.

Consider a customer reaching out for a replacement of a defective product. The ticket would be handled by the product, logistics, and payments team. In due course, if the customer refuses a replacement and requests a refund, it would require another team to take over. Likewise, the ticket may undergo several changes, and understanding the right context without reading through each response could be useful for the agents.

Tagging a ticket with an appropriate label helps categorize them into the right group and also gives a hint about the conversation. The ticket can be tagged manually or automatically. However, tagging each thread or customer response can be useful to track, monitor, and understand the overall progress of the conversation. Based on its analytical skills, Zia can generate keywords for every response that is sent by the customer. These are referred to as thread-level keywords.

These keywords can also be used to send alerts, update fields in the tickets, or send email notifications to the customers automatically through workflows.
For example, if Zia provides "replacement" as a keyword:
  1. An acknowledgment email can be sent to the customer stating an agent will call them in two business days.
  2. The ticket stage can be updated as "action needed".
  3. A notification can be sent to the payment team about a new ticket.
Similarly, consider an insurance firm where customers enquire about different products like loans, credit cards, insurance policies, and so on. Based on the customer's reply, the keywords can change, and the ticket can be automatically moved to the respective team without agent's intervention.
If the firm prioritizes medical insurance, then using workflows, the ticket status can be changed to high priority for quick action. 
  1. Thread-level keywords are applicable for customer replies or threads received from all channels - email, help center, web forms, socials, manually created tickets, and tickets created via API . 
  2. Once Zia is enabled for a department, thread level keywords will be automatically activated. The tickets that are created after enabling Zia will display the thread-level keywords. 
  3. To disable thread-level keywords, one must disable Zia for the respective department. 
To view thread-level keywords
1. Open a ticket.
2. Hover on the hashtag (#) next to the contact name. The thread-level keyword will be displayed.

Using the keyword in Workflows 

While the thread level keywords give the user a glimpse of the core content of the ticket, these keywords can be used to trigger workflow rules. 

For example, in the banking sector, there are multiple products like loans, credit cards, and insurance policies that are managed by different teams. If one of the thread level keywords mentions "debit card", then a notification can be sent to the respective team to get in touch with the customer and take the necessary steps. 
Likewise, a ticket with "medical insurance" as the keyword can be marked as high priority.


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