Question
What is Suggested Reply (AutoSuggest) feature and how it works?
Answer
Suggested Reply (AutoSuggest) is part of the ChatGPT Addon. It allows automatically generating completely new replies via AI.
- AutoSuggest combines relevant suggested macros with intelligent filters based on Zendesk groups, brands, ticket forms, and more.
- It understands the context of the ticket to provide the most accurate response to your customers.
- It uses external sources of knowledge for crafting the replies (like macros, Help Center articles, and ticket samples).
Once enabled (see this article to enable or disable it), Suggested Reply works along with the regular macro suggestions - the Suggested reply always shows up at the top of the app.
Suggested Reply looks like this in the app.