Allow FreshService to Generate Resolution Notes on Ticket Closing

Tagging a few friends: ​@Daniel Söderlund  ​@Medic1334 ​@zachary.king to see if they have a solution / workaround

We are not using AI in our org so cant speak to this specific issue but can speak to how we improved out human note outputs below for anyone who reads this:

Prior to the resolution notes being put out, we had a paragraph text field called “Resolution information” that I caught /multiple/ people across hundreds of incidents entering in a single letter and closing tickets.

When resolution information came into being, I knew it was going to be used to “train” AI to offer solutions to agents etc. I queried our data, omitting anything under 3 characters and the average was about 15 so I setup an automator that checks the length of the resolution information field when going to resolved and if it’s less than 16, unresolves the ticket and emails the agent that the ticket was reopened due to insufficient length.

This wouldn’t solve for this specific ask, but it can help drive quality within your tenant. Here’s my config:

Trigger: Status changed from any to resolved

Logical expression expecting Number output

length('{{ticket.default_resolution_notes}}')

Condition that the logical expression result is less than 16

Action to send email to agent and set status as Open

Looks like I cant edit my post so in lieu of that:

Ideally, we’d be able to use a business rule to pop a toast notification (validation) but that isnt an option (was requested here) and looks like you havent upvoted it yet ​@mbutler ;)

One notable “problem” with the above solution and the link here is that it does NOT factor in images that may be posted. An image may be worth a thousand words, but it doesnt give the AI something to train on (at least not yet) nor is it likely to help someone who is new and looking for a solution to a problem. I’ve been able to quash people complaining using the rationale of “is your new guy going to understand a single image with no context if they deal with this in the future” and almost always it’s a no.

​@Medic1334 - I was waiting for you to upvote this one. 🤣

I this FS should support a on Closing event and allow me to generate the resolution notes - also giving us the option to allow the user either accept/reject/edit to the resolution notes that were generated.

I saw your solution on the other forum - I really like it - with the new resolution box, I’d like to get those built in there - ideally adding to my solutions and making the AI even better over time.

​@mbutler - You can set a business rule to mandate a resolution note once the ticket is closed/resolved. 

Second part of this article describes how to do this. Let us know if you face any issues. 

https://support.freshservice.com/support/solutions/articles/50000009490-resolution-note-generator

​@mbutler Try the following

We have achieved this by utilizing business rules forms for our technical teams. Freddy AI is enabled, and team members are required to complete the resolution notes. 

They then use the Freddy button to automate the note completion process.

We just purchased Freddy AI a couple of months ago. One of the great features of Freddy is the ability to generate Resolution Notes in a ticket; however, there is nothing in the Workflow Automator to support this. I should be able to create an event when a ticket is updated, and the status is Resolved or Closing - I should be able to generate those resolution notes at that point, so every ticket has a resolution.

​@mbutler Try the following

We have achieved this by utilizing business rules forms for our technical teams. Freddy AI is enabled, and team members are required to complete the resolution notes. 

 

They then use the Freddy button to automate the note completion process.

 

This is how we encourage the use, but I have to agree that making it a part of the workflow automator would be beneficial!

I came here to ask the exact same thing. We have the Freddy CoPilot add on also, and it would be great if upon a ticket being resolved or closed, the AI generated resolution notes are automatically added on close, without the agent having to click a button.

We've observed that some agents are rapidly completing resolution notes by entering brief, less detailed text instead of using the AI generation feature. To improve consistency and accuracy across all tickets, it would be beneficial to fully automate this process end-to-end. This would ensure that resolution notes are more comprehensive and reliable.