Title: Extension of the Ticket Text Extractor AI Feature
- What is your original issue/pain point you want to solve?
We regularly get Out of Office E-Mails that we then have to manually update the ticket state to “pending reminder”.
- Which are one or two concrete situations where this problem hurts the most?
Always around holiday season or typical vacation timeframes.
- Why is it not solvable with the Zammad standard?
Because everybody writes the out of office note slightly different so a regex E-Mail Filter wont always work
- What is your expectation/what do you want to achieve?
Expand the AI Agent capabilities to also edit the “state” Object and specifically fill “pending till”.
Our Zammad environment:
- Average concurrent agent count: 25~
- Average tickets a day: 70