Support ticket replies drawn from your own FAQ list

The scenario takes a new ticket, matches it against your FAQ list and emails the customer a ready reply.

  • Replies follow your own wording
  • Routine questions close without an agent
  • The FAQ list lives in a plain spreadsheet
  • Agents only handle the hard cases
Set it upScriptera

How it works

To connect HaloPSA and Microsoft Excel 365, you don't need a developer: a ready-made scenario links them in minutes.

  1. Starts when: Test Start
  2. Then: Fetch Zendesk Tickets
  3. Then: Select Latest Ticket
  4. Check: Merge Ticket & FAQs
  5. Then: Prepare Data for AI
  6. Then: Generate Support Reply
  7. Check: Merge Reply & User Info
  8. Then: Format Email for Gmail
  9. Then: Send Auto-Reply
  10. Then: Fetch Requester Email
  11. Then: Load FAQ List
  12. Then: Azure OpenAI Chat Model

You can launch this HaloPSA + Microsoft Excel 365 integration in Scriptera: describe the task in plain words — the scenario is built, launched and monitored for you.

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