AI Assistance is used to generate proactive guidance or troubleshooting steps that can help resolve user-reported issues. This feature is especially helpful for support staff by providing AI-generated suggestions based on the context of the ticket.
Ticket Example
Sample Ticket
•Title: Outlook Emails going to junk folder
•Category: Email
•Issue Type: Public Folders
•Description: Outlook Emails going to junk folder
•Requester: John Smith
•Priority: Normal
•Sentiment: Neutral
Structure of an Effective AI Assistance Response
An AI Assistance output typically follows this structure:
1.Context Acknowledgement: Restate or refer to the issue briefly.
2.Actionable Recommendations: Provide clear, numbered or bullet-point steps.
3.References (if applicable): Include links or resources for further help.
4.Closure Line: Invite the user to reach out if the problem persists.
Sample AI Assistance Response
Assistance by Copilot
If the previously suggested steps did not resolve the issue of legitimate emails being sent to the Junk folder in Outlook, I recommend the following additional actions:
1.Review Junk Email Filter settings in Outlook to confirm they are not overly strict or misconfigured. Consider resetting them to default.
2.Reapply the Safe Senders list to ensure that trusted senders are recognized properly and their emails are not marked as junk.
3.Check for custom rules or filters that may be moving emails to the Junk folder.
4.Verify that all trusted senders are added to the Safe Senders list manually.
For detailed guidance, see the article: How to Set Up Junk Email Filters in Outlook
If the issue continues, please let us know so we can assist with further troubleshooting.
