From the course: AI Solutions and Techniques for Help Desk Operations

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Integration with existing ticketing systems

Integration with existing ticketing systems

From the course: AI Solutions and Techniques for Help Desk Operations

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Integration with existing ticketing systems

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- [Instructor] Before AI benefits can have an impact on customers, as discussed in the previous video, there needs to be some AI action. Enabling AI to cause such an action, usually requires integrating the AI model with existing ticketing systems or other platforms. The goal should be to implement AI capabilities as quickly as possible, but with the least amount of disruption to the help desk. The least disruptive way is to choose one of several help desk systems on the market that offer built-in AI. As an added plus, usually the AI model within those software products are trained to work specifically in ticket prioritization and routing. Examples of ticketing systems with built-in AI capabilities include, but are not limited to, Zendesk, Freshdesk, ServiceNow, Salesforce Service Cloud, Microsoft Dynamics 365 Customer Service, HappyFox, LiveAgent, LiveChat, and Zoho Desk. Once again, remember, I'm not recommending any product. I'm just giving you examples so you know what to look…

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