Settings

There are a few settings you can configure for the AutoQA based on your preferences. All the option can be found in Settings > Workflows.

Tickets

Here, you can select additional information you would like to see in the UI which will also be available to the AutoQA:

• Custom ticket fields: This refers to the values of custom ticket fields from your help desk. On a ticket, these values will appear on the right-hand side, under "Ticket details".

• Field events to display: These are events, displayed along with the ticket comments, which outline when the values of ticket fields were updates. It include standard and custom ticket fields:

  • Standard ticket fields include assignee, group, status, priority.

  • Custom ticket fields include all the custom fields selected above.

• Tag events to display: Use tags to organize tickets by purpose or category (for example, “Report an Issue”).

  • Show no tag events

  • Show all tag events

  • Show selected tag events

AutoQA and AutoCoaching

The next part concerns the output of the AutoQA and AutoCoaching. You can select:

• Language: The language in which the AutoQA will provide any comments.

• Timezone: The timezone in which the AI should be referencing in the comments.

• Tone: You can select between "Direct" and "Friendly".

• Structured Output: If you want comments to be provided in a structured way or as single paragraphs.

• Positive feedback: If you want comments even if the reviewee has full score and no mistakes, in case you want to reinforce and outline positive behaviour.

• Knowledge Base citations: AI will cite the knowledge base articles it uses in its comments.

• Evaluation Summary: A summary of all comments from the criteria.