---
title: "How to speed up help desk ticket resolution using GenAI"
source: "https://invgate.com/service-management/product-tour/help-desk-ticket-resolution-using-ai"
---

*Tip: You can enable and disable all the InvGate AIhub functionalities we’ll mention in Settings > AI Hub > Agent Assistance.*

## #1. Solution recommendation

![Solution recommendation with AI for a ticket in InvGate Service Management.](https://website-statics.invgate.com/images/service-management/product-tour/1-ai-solution-recommendation-en.jpg)

Solution Recommendation uses GenAI to analyze the request’s details, compare it with similar tickets, search knowledge base articles, and even review open sources of information. With that context, it generates a complete draft that agents can use right away.

Here’s how it works:

* Within the request, go to the comment box.
* Click on the **Recommend Solution** button.
* InvGate AI will generate a solution tailored to the request.
* Edit the text if you want to fine-tune it, then send it as the response.

*Tip: In addition to recommended solutions, you can also generate quick replies. Options include asking the requester for more information, sending a follow-up message, or acknowledging their reply to confirm it’s been received.*

## #2. Ticket summarization

![Ticket summarization feature with AI in InvGate Service Management.](https://website-statics.invgate.com/images/service-management/product-tour/2-ai-ticket-summarization-en.jpg)

Ticket summarization helps agents catch up on a ticket with long conversations or multiple updates. It uses AI to generate a clear, concise summary of all activity so far.

Here’s how it works:

* <!-- -->
  Inside the request, click on the wand icon at the top.
* <!-- -->
  In a few seconds, a summary will appear in a pop-up.
* <!-- -->
  Choose **Got it** if you just want to read it.
* <!-- -->
  Choose **Publish summary** to post it as an internal comment for future reference. It will only be visible for agents.

## #3. Expert collaboration

![Expert collaboration feature with AI in InvGate Service Management.](https://website-statics.invgate.com/images/service-management/product-tour/3-ai-expert-collaboration-en.jpg)

Expert Collaboration looks at ticket details, complexity, and agent performance history to recommend colleagues who have successfully solved similar requests with high satisfaction scores. It helps agents connect with the right expert faster, without wasting time searching or asking around.

Here’s how it works:

* Open the request and check the **right sidebar**.
* In the **Suggestions** section (under “Participants”), InvGate AI will display the recommended collaborator if one is available.
* Click **Apply** to add them as a collaborator on the ticket.

## #4. Smart request escalation

![Smart request escalation feature with AI in InvGate Service Management.](https://website-statics.invgate.com/images/service-management/product-tour/4-ai-smart-request-escalation-en.jpg)

Smart Request Escalation helps by monitoring ticket progress, comparing it with historical resolution data, and flagging requests likely to breach their SLA.

Here’s how it works:

* When InvGate AI detects an SLA breach risk, it will display an escalation suggestion in the **right sidebar**, under the **Participants** section.
* You’ll see an **Apply** button next to the escalation suggestion. Click to escalate the request and bring in the right level of attention before the SLA is missed.

## #5. AI-improved responses

Sometimes the challenge isn’t finding the solution but writing it in the best way. AI-Improved Responses helps agents refine their own drafts by using Generative AI to make it clearer, shorter, longer, or more polished.

Here’s how it works:

* In the **comment box** of the ticket, start by writing your draft response.

* Click **Improve response**.

* Choose one of the available options:

  * **Summarize** to shorten the text.
  * **Expand** to add more detail.
  * **Refine answer** to polish the response.
  * **Adjust tone** to make it more formal or user-friendly.

* Review the improved version, make any final edits you want, then send it.