The following examples demonstrate how the system processes different types of user emails, such as inquiries, feedback, and feature requests, showcasing its automated processes and seamless integration with support and issue-tracking platforms.
Example 1: Handling User Queries
When a user sends a question or reports an issue via email, the AI agent responds automatically and creates a Zendesk ticket. If the user follows up, the agent provides additional replies, updating the ticket accordingly. After the issue is resolved, the user confirms resolution, and the agent classifies the final message as feedback, updating the ticket status accordingly.
Step-by-step process for user queries:
1User sends an email with a query.
2The AI agent sends an automated reply.
3A Zendesk ticket is created with the query details.
4The user replies through email.
5The agent responds to the follow-up questions.
6The Zendesk ticket is updated with latest information.
7The user resolves the issue following the agent’s instructions, for example by reviewing logs, and sends a confirmation reply.
8The agent classifies this message as feedback, prefixes the ticket title and email subject with [FEEDBACK], and sets the ticket status to Pending, awaiting any further action, such as reopening or closing the ticket.
9The agent sends an acknowledgment of the feedback.
10The Zendesk ticket status reflects the feedback classification.
Example 2: Processing Feature Requests
When a user requests a new feature by email, the agent acknowledges the request, creates a Zendesk ticket that is immediately marked as Closed, and also generates a Jira ticket for detailed tracking. For subsequent requests of the same feature, the agent links to the existing Jira ticket to prevent duplication, while still opening new Zendesk tickets for user reference and follow-up.
Step-by-step process for feature requests:
1User sends a feature request email. For example, a custom workflow wizard in Informatica Customer 360.
2The agent automatically acknowledges receipt.
3A Zendesk ticket is generated and immediately marked as Closed since the feature request will be managed through a Jira ticket.
4A Jira ticket is created to track and manage the feature request.
5For similar requests later, the agent avoids creating duplicate Jira tickets by referencing the existing Jira ticket.
6The agent includes a link to the existing Jira ticket in its response instead of opening a new one.
7Each similar request also results in a new Zendesk ticket, which remains Open for the user to review the linked Jira ticket to verify if it aligns with their request or dismiss false positives.