Wish support remembered your last issue? Don’t worry—your progress is saved and ready when you return!
When the user’s session is over, the system automatically creates a temporary ticket to capture the conversation context and troubleshooting details.
The temporary ticket remains active for a grace period (48 hours), allowing the user to continue the interaction without losing context. Based on user consent, the temporary ticket can be converted into an Incident or Service Request. If no further action is taken within the grace period, the temporary ticket is automatically archived.
Let’s understand the process with following infographic:
Why does it matter?
In AI-driven environments, users often:
Start troubleshooting but don’t finish
Leave midway due to interruptions
Resolve issues independently
This feature ensures that:
User interactions are tracked without prematurely creating tickets.
Support agents retain full context if escalation is required later.
Service desks maintain cleaner ticket queues with only meaningful incidents or requests.
Use Case
A user reports an issue with Outlook not opening through the AI assistant. When the troubleshooting conversation starts, the system automatically creates a temporary ticket and stores the conversation context.
During the interaction, the user leaves the chat without completing troubleshooting. The temporary ticket remains active for the 48-hour grace period.
If the user returns within 48 hours, the AIW reminds them about the previously reported Outlook issue and continues troubleshooting using the saved context.
If the user does not return within the grace period, the temporary ticket is automatically archived.
If the user consent is given, the temporary ticket can be converted into an Incident or Service Request before the grace period ends, provided sufficient details are available.
Known Limitation
Updates occur at regular intervals, so session analysis and temporary ticket updates do not happen immediately. If the user returns before the previous chat session is analyzed and the temporary ticket is updated, they will not see the latest temporary ticket reminder. As a result, since the temporary ticket has not yet been updated to Resolved, the user will be reminded again.
Temporary Ticket Functionality
When a user session ends with an active or unresolved chat, the system reminds the user about the unclosed conversation during the next login, allowing them to continue from where they left off, displaying the latest temporary ticket.
To view unresolved chat reminders, perform the following steps:
Log in to the Application as an Analyst or End User.
Prompt with query such as “Laptop not working”.
Figure: Initial Prompt for an incident - Laptop not WorkingUser has left the conversation in between and logs in back after an hour. It provides a reminder statement of your last unresolved or left in between issue, before it takes up the next request or handles another request . A sample screenshot is shown below:
Figure: Issue ReminderYou can continue with the previously left issue or start a new request, as per the requirement.
Note
Currently, the feature supports the Incident and Service Request module only.
The Transfer to Live Agent option for VIP users is now displayed only during their first session of the day. Previously, this option was shown in every new session initiated by the user.