Help Desk Improvements
Create answer-quality work from escalations and negative feedback.
A Help Desk can create an Improvement from an escalation. The item links operational feedback to the affected Conversation.
Enable automatic Improvements
- Open the Help Desk.
- Enable automatic Improvement creation.
- Save the Help Desk.
- Test an escalation in Preview.
- Confirm the new item on the Improvements board.
The item can include the flagged message and a generated suggested fix. Review generated content before you change Knowledge.
Complete the loop
- Open the Improvement.
- Review the linked Conversation.
- Identify the missing or incorrect Knowledge.
- Correct the Source or FAQ.
- Test the original question in Preview.
- Publish the corrected Assistant.
- Move the Improvement to Done.