Have you used the AI draft or summarize button inside your helpdesk?

Most helpdesks now have an AI assistant that reads the ticket and your help articles, summarizes long threads and drafts a reply you can edit.

How to automate it

How to automate “write replies to complex or unusual tickets”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today and, for AI fixes, a prompt to copy.

90 min

typically, every day

45%

of the time can be automated

Easy

to set up

Fix 1 of 2

Software featureBest fix

Use your helpdesk's AI copilot to draft replies and find answers

Zendesk Agent Copilot, Intercom Copilot, Freshdesk Freddy AI Copilot, Help Scout AI and Salesforce Service AI read the ticket and your knowledge base and draft a reply for you to check.

Typically saves about 40% of the time1 h to set up

1Ask your admin to turn on the AI copilot or agent-assist features.
2Connect your help center, internal docs and past tickets as sources.
3On each ticket, ask it for a draft or a summary of the thread, then edit.
4Use its tone tools (friendlier, shorter) instead of rewriting by hand.

Tools: Zendesk Agent Copilot · Intercom Copilot · Freshdesk Freddy AI Copilot · Help Scout AI · Salesforce Service AI · Gorgias AI

Fix 2 of 2

Have AI draft the reply to a tricky ticket

If your helpdesk has no AI built in, an approved AI assistant can draft a clear, accurate reply from the thread and your notes. Remove personal data first if company policy requires it.

Typically saves about 35% of the time5 min to set up

1Copy the ticket thread (remove card numbers, passwords and anything your policy forbids).
2Add what you found and what you can offer.
3Paste with the prompt below.
4Check every fact, then send.

Prompt to copy

Draft a reply to this customer support ticket. What I found: [YOUR INVESTIGATION]. What we can offer: [OPTIONS]. Our policy: [RELEVANT POLICY]. Tone: warm, clear and direct; acknowledge the problem in one line, explain what happens next with timings, and avoid jargon. Under 150 words. Do not promise anything I have not listed.

Ticket:
[PASTE THREAD]

Tools: ChatGPT, Claude, Gemini or Microsoft Copilot

Quick wins

Have you tried…

Have you used the AI draft or summarize button inside your helpdesk?: Most helpdesks now have an AI assistant that reads the ticket and your help articles, summarizes long threads and drafts a reply you can edit.

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Customer Support Agent Customer Success Manager

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