Recap Output Enhancement to Match Magic AI Detail
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Aaron Tuomala
Aaron Tuomala requests that the Recap generated by Flow automatically include the same level of historical ticket detail and pattern analysis as provided by Magic AI chat. The goal is for techs to see comprehensive ticket history and recurring issue patterns directly on the ticket, without needing to manually ask Magic. The Flow is already scoped correctly, so the improvement should focus on the Recap output itself. This would streamline technician workflow and ensure consistency in information quality.
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Aaron Tuomala
This is what I have landed on so far for the prompt we are having techs give Ask Magic. It is still giving me some wonky results though
Please review ticket history for this contact and company. Generate two lists of tickets ("Tickets for this Contact" and "Tickets for this Company"). Use the following formatting and rules.
- Separate tickets for this contact and tickets for company into separate bulleted sections titled "Tickets for this Contact" and "Tickets for this Company".
- Bold the header of each section
- List tickets in descending order
- Do not list tickets created more than 60 days ago and limit number of tickets in each section to 5
- Do not list tickets in the "Tickets for this Company" list that were already listed in the "Tickets for this Contact" list.
- Include the following info for each ticket, separated by pipes:
- Ticket number (include link to ticket in PSA)
- Contact name (if the contact is Alerts, list Alerts as the contact name)
- Date Created
- Resources that worked on the ticket
- Summary of ticket
- Do not include tickets where the Contact is "Unspecified"
Autopilot
Merged in a post:
Enable intelligence features for internal recap templates in ticket notes
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Steven Avery
We would like recap templates to automatically include:
- Related tickets and their solutions
- Resources or technicians who worked those tickets,
- Attempted solutions from those tickets
- Any other relevant information such as escalations or dissatisfaction.
The solutions and attempted solutions should be based only on the information in the ticket. Extending Magic AI's RAG functionality to the recap agent would allow these advanced recaps to be generated automatically through a flow, similar to what is possible when using Magic AI interactively. This would streamline ticket handling and provide richer context for technicians directly within ticket notes without them needing to query to magic for certain tickets where historical context is important.
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Aaron Tuomala
We would like to have posted in tickets BEFORE a tech sees it the historical issues a user may be experiencing. Rather, than relying on a tech to Ask Magic this question. Recap is the perfect way to do this, however the output it is providing is not the same as Ask Magic.