Upcoming enhancements on Support Handoff in Help Center in ServiceDesk Plus Cloud.

Upcoming enhancements on Support Handoff in Help Center in ServiceDesk Plus Cloud.

Dear Users,

We’re pleased to share an important announcement about the upcoming enhancements on tasks and  Help center in ServiceDesk Plus Cloud.

Below is a brief run-through of the same.

Enhancements:

Support Handoff in Help Center

Ask Zia Help Center now allows you to create support ticket or contact technicians directly from the bot by using the Create Support Ticket or Chat with Support options.

Configure Solution Assist 

A new Solution Assist Configuration popup is now available, allowing you to enable or disable Solution Assist in Zia chatbot, request acknowledgements, and suggested solutions.



In the Request Add/Edit form, you can generate solution summaries in Suggested Solutions by using one of the following options:
  1. Generate Summary on Demand: Solution summary can be generated if required. This option is enabled by default.
  2. Automatic Summary generation: The solution summary is generated automatically
These options can be configured under Setup > Zia > Predictive Features > Solution > Solution Assist.

Behavior Change

Configure Solution Assist

  • In the Request Add/Edit form, solution summaries in Suggested Solutions will now be generated only when needed.

  • For summaries to be generated automatically, enable Automatic Summary Generation under Setup > Zia > Predictive Features > Solution > Solution Assist.

Code Generator

  • You can now generate custom functions for request subentities by using the code generator.

    • In Business Rules (actions and conditions), you can create custom functions for tasks.

    • In Triggers, you can create custom functions for tasks, approval levels, approvals, notes, email responses (from users), and checklists.

  • Use Enhance Prompt in the Prompt text box to refine your prompt and generate custom functions efficiently. This option applies to,

  • Requests in Custom Menu, Triggers, and Business Rules (actions and conditions)

  • Tasks, approvals, notes, and email responses in Triggers

​Note : All upgrades and feature releases, will be in-service and there won't be any downtime or service interruption.

Stay tuned for more updates!!! We will update here once these upgrades are unwrapped in live

Please share your thoughts/queries/feedback.


 

Thanks and regards,

A N Nithish Kumar

ServiceDesk Plus Cloud