Consider the context
Suggestions use the configured ticket context to support investigation of the case.
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AI Solution Proposal
Use the history to decide what to try next.
Develops a proposal from the case so far, helping your team plan further checks and guide the customer through the next step.
Use new findings to decide what to try next.
The first explanation did not hold up. Test results and customer feedback have since added more information. AI Solution Proposal uses the configured ticket context to develop a proposal for further investigation.
The proposal is documented internally in the ticket. Unlike the initial proposal for the original request, it addresses the case as it has developed. Agents can compare the suggestions with their findings and select a suitable next check.
AI Solution Proposal · IN USE
A proposal informed by the case so far.
The internal article makes the proposal available to the team. Agents decide which actions fit the actual situation.
Ticket#10428 · External access fails after an update
BackMark as seenPriorityCommunication
ARTICLE OVERVIEW
AI Solution ProposalInternal
Customer follow-upEmail
AI Solution ProposalINTERNAL ARTICLE
- Situation
- Internal access works; external connections fail.
Illustration using fictional support data. The interface and output are simplified for explanation.
TICKET ACTION
Start the task from the ticket menu
Open AI Ticket on the ticket and choose the required task. The result is saved as an additional internal article in the ticket.
VALUE FOR YOUR TEAM
Build on the findings already available.
Prepare further checks
The team receives ideas for narrowing down the cause or pursuing a possible solution.
Review suggestions together
The internal article keeps the proposal with the case for colleagues to consult.
HOW YOUR TEAM USES IT
From the history to the next check.
- 1
Start a solution proposal from the ticket.
- 2
Zai-LLM prepares a proposal using the available context.
- 3
Your team reviews the suggested actions before applying them.
AI Initial Proposal supports a new request. AI Solution Proposal supports further investigation using the configured ticket context. The team assesses and applies the suggestions.
Before production use, test the add-on and chosen settings in your Znuny test environment and obtain internal approval. Setup and testing assistance is available on request.
AI Solution Proposal
Let’s look at your use case.
Tell us your Znuny version and the task you want to improve. We will demonstrate the relevant module and discuss your rollout.