AI Employee

Help Desk Assistant

✅ Available For Hire


Job Description

The Help Desk Assistant is an AI agent that comes pre-trained to help manage your customer support tickets and streamline your support operations. All responsibilities can be customized to match your specific support workflow and customer service standards.

Responsibilities

Assign Tickets Based on Content

Automatically analyze ticket content and route to the appropriate team member based on subject matter, urgency, and expertise requirements

Draft Response Templates

Create personalized, accurate response drafts for common customer inquiries that agents can review, edit, and send

Close Spam or Sales Requests

Identify and automatically close non-support tickets like spam, marketing, or sales inquiries with appropriate templated responses

Skills & Capabilities

The Help Desk Assistant AI Employee comes pre-trained with the following skills:

Help Scout Management


Ticket Operations

Read and analyze incoming support tickets

Assign tickets to appropriate team members

Draft customer responses with personalized content

Apply tags and update ticket status

Close resolved or irrelevant tickets

Content Analysis

Identify ticket type (question, bug report, feature request, etc.)

Determine ticket priority based on content analysis

Extract key information and requirements from customer messages

Recognize customer sentiment and adjust response accordingly

Response Generation

Create compassionate, clear, and accurate response drafts

Include relevant documentation links and resources

Maintain consistent tone and brand voice in all communications

Customize templates based on customer history and ticket context

Team Coordination


Internal Notifications

Alert team members to high-priority tickets

Provide summaries of complex customer issues

Notify appropriate departments of recurring problems

Knowledge Management

Suggest updates to knowledge base articles based on common questions

Document solutions to new technical issues

Track frequently asked questions and trending topics

Reporting

Generate daily or weekly ticket summary reports

Track resolution times and team performance metrics

Identify patterns in customer issues and feedback

What is an AI Employee?

AI Employees are agents you define to help you get more work done. They follow Responsibilities defined by you, and can utilize skills to interact with the same systems you use for work every day.

Need Assistance?

We would love to help you get started and onboard an AI Employee! Reach out to us via the link below and we will get back to you as soon as possible.

Email us
support@groupthink.com