Why It Matters
Smart Diagnosis helps requesters try AI-suggested troubleshooting steps before an agent responds. It also gives agents more context by showing diagnostic steps, possible root causes, and similar ticket patterns.
How to Set It Up
Go to Assistance → Tickets and open a ticket where Smart Diagnosis is available.
On the requester side, Smart Diagnosis appears in the Employee Portal after the IT Support Bot questions, where applicable. If the requester does not respond to the support bot questions within 30 minutes, Smart Diagnosis is triggered anyway.
The diagnosis is shown as a list of suggested troubleshooting steps. The requester can review the steps and select one of the following options:
- It worked
- It didn’t work
The requester’s response is sent back to the admin side so agents can see whether the suggested diagnosis helped resolve the issue.
Smart Diagnosis uses available ticket context, including the requester’s items and previous tickets with the same or similar issues. If similar past tickets exist, the diagnosis can reference them while suggesting next steps.
In the Admin Portal, go to Assistance → Tickets, open the ticket, and review the Smart Diagnosis card in the ticket conversation. The card includes:
- Diagnostic steps shared with the user
- Potential root causes
- Similar Ticket Patterns
Use Diagnostic steps shared with the user to see what troubleshooting guidance was shown to the requester.
Use Potential root causes to review possible reasons behind the issue.
Use Similar Ticket Patterns to view the count of similar tickets and review how resolved tickets with similar issues were handled.
Note: Use Smart Diagnosis as troubleshooting support. Agents should still review the ticket, requester response, related assets, and previous ticket history before deciding the next action.
Next Steps
Create a test ticket, let Smart Diagnosis generate troubleshooting steps, review the requester-side options, then go to Assistance → Tickets and check the Smart Diagnosis details from the admin side.
