Introduction

Applies To: NITRO Helpdesk Application (SharePoint Online)

Description:

The AI Auto Email Response feature in the NITRO Helpdesk application uses artificial intelligence to automatically analyse incoming support tickets and provide relevant responses without human intervention. By leveraging Azure OpenAI and Azure Search services, this functionality reviews the request content, extracts key information, and searches historical tickets or knowledge articles to generate accurate and contextual replies.

This automation not only enhances the response time and efficiency of your support team but also improves user satisfaction by providing quicker resolutions to common issues. The feature intelligently identifies the requester, understands the context of the issue, and logs all AI actions for future reference and auditing.

AI Auto Email Response simplifies your helpdesk by quickly understanding user requests, assigning them to the right person, and fitting into your existing workflow—helping your team save time and handle more important issues efficiently.

Summary of Steps

1.Configure List Schema

2.Update NITRO Forms

3.AI Settings Configuration

4.AI Auto Email Process

5.Examples of AI Auto Email