Draft replies to tickets you've solved before
When a question has been answered before, get a draft reply from that answer.
Customer support · Software · When something happens · Updated
Slack
Intercom
Pylon
Zoho Desk
Unthread
Freshdesk
NotionHow do you draft support ticket responses from past answers?
To draft support ticket responses from past answers, mention Maito on a ticket or let it watch the queue. It finds similar solved tickets, reads the matching help article and writes a draft reply. You get the draft saved on the ticket, with a note on anything the article doesn't cover.
How it's done today
Agents re-type the same answer many times a day.
What Maito does
- Read the new ticket
- Find matching solved tickets and help articles
- Draft a reply
- Route the rest to the right person
Example
Loop run: New conversation in Intercom · Ticket #48213
Draft saved on #48213 (Hannah at Acme: "SSO keeps sending me back to the sign-in page"). Based on 6 solved tickets and the article "Set up SAML with Okta". "Hi Hannah, this loop usually means the ACS URL in Okta still points to your old subdomain. In Okta, open Applications, then Northstar, then Sign On, and replace it with the URL from the article. Then clear cookies and try again." Not in the article: Hannah says she starts from an Okta tile. In 3 of the 6 past tickets, that was the real cause: IdP-initiated login was off. I added it as a second paragraph.
@Maito can you cut it to three sentences? Hannah has written twice already.
Done, the draft on #48213 is now three sentences and keeps the IdP-initiated step. It's not sent. You review and send.
Maito (10:12 AM):
Draft saved on #48213 (Hannah at Acme: "SSO keeps sending me back to the sign-in page"). Based on 6 solved tickets and the article "Set up SAML with Okta".
"Hi Hannah, this loop usually means the ACS URL in Okta still points to your old subdomain. In Okta, open Applications, then Northstar, then Sign On, and replace it with the URL from the article. Then clear cookies and try again."
Not in the article: Hannah says she starts from an Okta tile. In 3 of the 6 past tickets, that was the real cause: IdP-initiated login was off. I added it as a second paragraph.
Sam (10:20 AM):
can you cut it to three sentences? Hannah has written twice already.
Maito (10:21 AM):
Done, the draft on #48213 is now three sentences and keeps the IdP-initiated step. It's not sent. You review and send.
How to set it up
- Ask your agent
“When a new conversation comes into Intercom, look for solved tickets and help articles that answer it. If you find a match, save a draft reply on the ticket and tell #support-drafts.”
- Connect support desk
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
- Connect help center
- Intercom
- Notion
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It's only as good as the past answers it finds. If those are out of date, the draft will be too, so it flags when the article and past tickets disagree.
Questions
Intercom, Pylon, Zoho Desk, Unthread and Freshdesk, plus help centers in Intercom or Notion.
No. It saves a draft on the ticket and your agent reviews and sends it.
Maito says so and writes nothing from guesswork. It can ask a teammate in Slack instead.
