Raising a support ticket

Permission scope: EVERYONE

If you exhaust your line of enquiry with Alphie, you may be prompted to raise a support ticket or you may raise one by asking to do so.

Alphie will draft a support ticket to be sent to the Quoox helpdesk team from you conversation that you have already had – subject, body, and the whole thread attached automatically. Alphie will show you a confirmation card of the data he will submit and seek your approval prior to submission. Nothing is raised until you confirm, and you can read exactly what is about to be sent.

Example questions and prompts

• Can you raise a ticket for this?
• I’ve already tried that – escalate it please.
• Open a support enquiry with Quoox for me.
• Log this with the helpdesk, I’ll pick it up tomorrow.

Tool/skill behaviour

• Alphie searches the knowledge base first, and offers what he finds before raising anything.
• He declines things outside Quoox’s remit, and says what he can help with instead.
• Asks once for missing details – then raises it anyway, rather than blocking you.
• One ticket per conversation maximum.

Worth knowing

• You get the ticket number back in the reply, plus the usual confirmation email – and the ticket carries the full transcript, so the support team member picking it up already knows what was tried and what information was provided.