Question 1

How do I use a suggested reply?

Accepted Answer

When a draft labeled "Suggested reply:" appears in the reply editor, click "Accept Suggestion" to turn it into your reply, then edit it as needed and click "Send". Click "Dismiss Suggestion" if you want to write your own reply instead.

Question 2

Why does Deskhero ask "Do you want to send the suggested reply as it is?"

Accepted Answer

You clicked Send while the AI suggested reply was still unmodified. This confirmation is a safety check so an unreviewed AI draft is not emailed by accident. Click "Send" in the dialog to send it unchanged, or "Cancel" to go back and edit it first.

Question 3

Where do I find the ticket settings in Deskhero?

Accepted Answer

Ticket settings live under Configurations. Open the Configurations page and look in the Workflow section for the "Ticket settings" tile (described as "Configure ticket behavior"), or go directly to Configurations > Ticket settings. You need the Owner or Admin role to open this page; other users are sent to a page-not-found screen.

Question 4

Why did a suggested reply suddenly appear while I had the ticket open?

Accepted Answer

Suggested replies are generated in the background, and the ticket view updates in real time when one becomes ready. The suggestion is only inserted when your reply editor is empty; if you have already started typing or restored a draft, it will not overwrite your text.

Question 5

What are custom instructions in Deskhero's ticket settings?

Accepted Answer

Custom instructions let you personalize the AI-suggested replies Deskhero generates for tickets. The Ticket settings page describes them as a way to "Enhance your suggested replies by adding personalized instructions", for example, an instruction like "Always end the reply with a joke". Instructions are managed from Configurations > Ticket settings by Owners and Admins.

Question 6

How do I add custom instructions for suggested replies?

Accepted Answer

1) Go to Configurations > Ticket settings (Owner or Admin role required). 2) Click "Add Instructions". 3) Type your instructions in the text box, for example "Always end the reply with a joke". 4) Optionally insert dynamic placeholders using the buttons below the text box. 5) Click "Add Instructions" to save.

Question 7

What placeholders can I use in custom instructions for suggested replies?

Accepted Answer

Under "Add dynamic placeholder:" you can insert four placeholders with one click: "Name of Agent", "Email of Agent", "Name of Group", and "Signature". They are inserted into the instruction text as [name_of_agent], [email_of_agent], [name_of_group], and [signature] and are filled in dynamically when a suggested reply is generated.

Question 8

Is there a length limit for custom instructions?

Accepted Answer

Yes. Instructions cannot be empty and cannot be longer than 3000 characters. The counter under the text box shows how much of the limit you have used; if you go over it you will see the error "Instructions cannot be longer than 3000 characters" and the instructions will not be saved.

Question 9

How do I edit or delete custom instructions?

Accepted Answer

1) Go to Configurations > Ticket settings. 2) Hover over the instruction entry in the list and use the edit button to open it, change the text, then click "Update Instructions". 3) To remove it, click the delete button and confirm in the dialog. Only Owners and Admins can edit or delete instructions.

Question 10

How can I test how my custom instructions change suggested replies?

Accepted Answer

The Ticket settings page includes this tip: "Pro tip: Ask a question in the search bar above to see how it adapts to your instructions". Ask a question in Deskhero's search bar after saving your instructions to see how the generated answer reflects them.

Question 11

Can I write long, detailed custom instructions for the AI?

Accepted Answer

Yes. A custom instruction can be up to 3000 characters, enough for a structured brief: tone of voice, what to always mention or avoid, how to handle recurring cases, which policies to refer to. The counter under the text box shows how much of the 3000 you have used. Instructions can be limited to groups and tags, so several focused instructions often work better than one that covers everything. Instructions are managed under Configurations > Ticket settings by owners and admins.

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