Documentation

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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Suggest Resolution

Automatically generate user-friendly request resolutions from technical updates from team members.

Benefits to you

  • Agent assistance: Save time producing user-friendly resolution content that can be presented to the customer.
  • Agent deflection: Reduce inbound calls. Reduce tickets/backlog. Reduce stress. Cut staff churn.
  • User experience: Empower users to do more, faster. No waiting. Customers get back to being productive faster.

What you can do

  • Simplify very technical request resolutions into content that’s suitable for end-user consumption.
  • Generate request resolutions from a post in a ticket timeline (top level; not comments to posts).
  • Or simply paste a block of text into the Request Resolution box and click Suggest Resolution to generate user-friendly content.

Where to find it

In any request record. Accessible as a drop-down menu option in the Request Resolution field and any timeline posts.

Hornbill AI

How to use it

  1. Open a request record. Identify a ticket timeline post that contains the resolution information. Click Suggest Resolution. Suggest Resolution

  2. HAi generates a user-friendly how-to solution. Click the tick to accept the resolution content. Suggest Resolution

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In This Document