IT support teams often encounter similar incidents that require repetitive solutions. Identifying and addressing these recurring issues can be time-consuming and may lead to delays in incident resolution. The Freddy Co-Pilot addresses this challenge by introducing an automated incident population capability on the ticket details page. This functionality leverages AI to analyze and recognize patterns in past incidents. When a user opens a new ticket, Freddy Co-Pilot intelligently populates relevant information based on the similarities with historical incidents. This assists support agents in quickly understanding the context and potential solutions for the current issue.
Navigate to Freddy suggestions > Similar incidents on the ticket details page.
Expand into the details by clicking on this tab and hovering over the ticket to insert it as a reply.