Once Maia - Ticket assistant (or Maia - Mailbox assistant) is activated, you can configure it.
Configure Maia
From the main menu, go to AI Suite > Ticket assistant
Go to Configuration tab
Click on Settings
Enable Maia to start configuration
Select the office(s)
Enable Inbox and/or Reviews
Creation mode
There are two creation modes:
- Training mode: Maia generates a ticket but doesn´t create it on the dashboard
- Production mode: Maia generates a ticket and creates it on the dashboard
Manage open ticket
If there is an open ticket, Maia can:
- Leave a note on the ticket (as guest provided more information about the issue)
- Increase the priority level (as guest requests urgency on the matter)
Manage closed ticket
If there is an closed ticket, Maia can:
- Create a ticket (as guest provided more information that the issue is not resolved)
- Reopen the ticket. In this case, add the number of months old maximum Maia can reopen a ticket for
Ticket creation
If there is no ticket, Maia can create one:
- Instant creation (as guest provides information about any issue)
- Repeated mentions (as guests mentions the issue more than 1 time). In this case, add the number of repeated mentions minimum Maia can create a ticket for
N.B.: Tickets created by Maia are created with default priority = LOW.
Assign ticket
Maia can assign a specific staff user or staff user group when creating/updating the ticket.