Kayako Ticket Assistant

Think of this tool as your own external virtual assistant that helps you (limited to) identify what a client wants done or help you create better replies. Your newly hired assistant is hardworking, available 24/7, and works extremely fast. However, you must work with your assistant based on the following understanding at all times:

  • Beyond the information you enter below, your assistant has access to information available in the ticket and to any preferences added to the Kayako Org profile (only applicable for Marketing Stage clients). It cannot read attachments (even if they're attached to the ticket) or recall what was discussed 3 weeks ago in a call or a meeting, get statistics, or develop a marketing plan out of thin air. Therefore, you must provide specific information to guide it.
  • Your external virtual assistant won't remember your past submissions, nor will it know what you mean if you enter generic, vague, or unclear statements in the fields below; as such, you must enter sufficient and specific context into the fields below for each request.
  • Ultimately, your assistant is working on your behalf, so you are responsible for any output it produces. It is crucial to review anything your assistant creates. For drafts, you must not only review it; you must make it your own by editing and adjusting the draft.
  • Refrain from using abbreviations in the fields below, as they are understood only by internal staff at Ekwa Marketing. For example, we understand what GMR stands for. Your external virtual assistant would not understand it, as such enter it as Grow My Reviews (App to help clients invite patients to submit an online review)
  • Yes, you may need to take a minute or two to type the required information and a few more minutes to review the output and adjust it, but the end goal is better drafts and a better understanding of tasks.
  • All interactions with your assistant by your login is stored and reviewed by senior management.
  • After a clarification or draft is created, you must click on the "Make a New Request" or the Clear All and Reset button before making a fresh request.  

Create Draft - Existing Ticket

Use this version of the assistant to generate a draft when there is an existing client ticket (not an internal ticket). For each subsection you select, you must enter the required word count. Then you will be able to define a tone. Once you select a tone, you will have to enter the client ticket ID (numeric value only). Then hit the button “Generate Draft”. If you do not see this button, it means you have selected an option and not entered it fully or correctly.

Create Draft - New Ticket

Use this when there is no previous ticket communication. Ticket history and client preferences are not used.

Clarify Ticket

Use this when you need the system to explain what the client wants done. This does not generate a reply draft.

Minimum required: 10 words. Current: 0 words entered.

Standards & Processes

Search and open process links, standards, and key source documents. Select a category on the left or search all standards by description and keywords.

All Standards & Processes

All Standards & Processes

All available standards and process pages are listed below.

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