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Using Default Ticket Types

Overview​

Default ticket types serve as fallback options within the Rezolve.ai Virtual Agent when no specific template match is found for a user's request. This ensures that user interactions always lead to productive outcomes, even when precise intent mapping isn't possible.

Selecting a Default Ticket Type​

  • A template must be in the approved state and imported into Creator Studio to be eligible as a default ticket type.
  • Default ticket types can only be selected from the ticket type (template) list page.
  • Hover over an eligible template name to see the "Set as Default" option.

How Default Ticket Types Work​

  • When a user interacts with the Virtual Agent and provides an utterance that should trigger a template, but no specific match is found, the system will automatically trigger the default template instead of returning an error.
  • Most organizations typically use a Generic Request template as their default, allowing for the capture of miscellaneous requests that don't fit into more specific categories.

Service Catalog

Benefits of Using Default Ticket Types​

  • Prevents failed interactions with the Virtual Agent
  • Ensures all user requests are captured, even when unclassifiable
  • Provides a consistent user experience across all interactions
  • Allows for manual recategorization of tickets by agents if needed