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This covers Moveworks Copilot

Moveworks Copilot is the latest conversational experience

Overview

Concierge is a Moveworks plugin designed to accelerate the resolution of tickets by providing the ability to interact with support tickets in-chat by performing common ticket actions such as: adding comments, resolving tickets, etc.

In addition to ticket actions, Moveworks Concierge keeps end users updated on their tickets. The Concierge skill integrates with your organization’s ticketing systems, or HR Case Management systems, and can even be integrated with multiple ticketing or HR Case Management systems to support your organization’s needs.

Concierge is made of a few key features:

1. Ticket Notifications — keep employees informed of key updates to their tickets
2. Creating / Filing Tickets — allow users to raise new tickets to your service desk(s)
3. Viewing Tickets — allow users to lookup details about their latest tickets
4. Adding Comments to Tickets — allows users to respond to agents on their tickets
5. Closing/Resolving Tickets — allows users to resolve their tickets when their issue is solved
6. Reopening Tickets — allows users to reopen their tickets when their issue persists

Ticket notifications

1️⃣ Ticket updates

The Moveworks Copilot can notify users when key updates are made to a ticket. The key updates that the Moveworks Copilot will notify a user about are:

• New comment added to ticket
• Ticket marked as (waiting for user) accompanied by a comment
• Ticket marked as solved

2️⃣ New comment added to ticket

If a new comment is added to a ticket, even if there is not a state change, the Moveworks Copilot will notify the user that a comment has been added.

Note: Assignee field can be hidden if desired.

The Moveworks Copilot also leaves an audit note in the ticket comments, letting agents know the user has been notified.

Additional Examples:

Ticket resolved

Ticket needs user input

3️⃣ Significant status change to ticket

A significant status change occurs when:

• The ticket type is an Incident and the state is changed to Resolved .
• The ticket type is a requested item (RITM) and the state is changed to Closed .
• The ticket state is changed to Waiting for User .
• The ticket state is changed to Canceled.

4️⃣ Ticket Nudge

The Ticket Nudge skill ensures that tickets are not lost in the shuffle by reminding users of their open tickets. When a ticket’s state is New or In Progress with no new user-facing comments for a certain amount of days, the Moveworks Copilot will reach out to the user. The amount of days with no new comments can be configured during implementation. By default the Moveworks Copilot will reach out to a user after three days with no update. The Moveworks Copilot will also reach out to a user with a Ticket Nudge a maximum of ten times by default. The amount of time with no update before a notification is sent and the maximum number of notifications a Moveworks Copilot sends is both configurable.

Ticket Nudge reach out

The Moveworks Copilot will also leave a comment in the ticket saying it has reached out to user due to a lack of recent activity on the ticket in the past few days.

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 5️⃣ Configuration options

Watcher Notifications

When integrated with ServiceNow or Jira Service Desk, Moveworks can also notify relevant watchers on the ticket with the same notification dialog, but the Moveworks Copilot will not render ticket actions (comment/close) for those users.

Ticket Nudge Timing

Three days is the default duration of time without a user-facing comment that results in a Ticket Nudge. The duration of time without any updates before a Ticket Nudge is sent is configurable to any number of days.

The amount of days the Moveworks Copilot will nudge users for is also configurable. For example, the Moveworks Copilot can be configured to nudge the user about a ticket for three days and then it will stop notifying the user.

Maximum amount of Ticket Nudges

By default, the Moveworks Copilot will reach out to a user with a Ticket Nudge a maximum of ten times. The maximum amount of times the Moveworks Copilot will reach out is configurable. For example, the Moveworks Copilot can be configured to nudge the user three times at maximum before stopping.

Ticket Nudge Filters

You can choose certain tickets which will NOT be subject to ticket nudges. You can use this to disable nudges on tickets that generally don’t need input while waiting. Common Attributes to filter on include:

• Assignment Group
• Category
• CMDB
• Component
• requested_for

Business Hours

You can configure ticket notifications to only be sent during a user’s business hours.

Note: Moveworks requires timezone information for each user in order to be configured to only send ticket notifications during user’s business hours.

Weekend Support

You can configure Concierge ticket notifications to only be sent during weekdays.

Unsubscribe

Unsubscribe options are not yet available in Copilot.

Creating/Filing Tickets

1️⃣ Filing a ticket

In-chat ticket filing

Users can file a ticket directly in chat by explicitly tell the Copilot that they would like to file a ticket.

Click on “Get Help”

Or, in any turn, users can choose to file a ticket about their current topic by clicking on the “Get Help” and browse all ticket filling/help options.

Supported systems: ServiceNow, Jira, Freshservice, Cherwell, Zendesk

For supported systems, users can add attachments to their ticket through the reference pop up page.

Each attachment can be at a maximum size of 5 MB. Moveworks will raise an error message to the user if the file is invalid. Multiple files can be selected by holding cmd or ctrl and clicking in the file selection window. If the total size of the files exceeds 5MB, Moveworks will attempt to upload it, but if your ticketing system denies the file, the Moveworks Copilot will still create the ticket without the too large file(s).

The following file types can be added as an attachment to a ticket: png, jpg, jpeg, pdf, text, csv, XLSX, XLSM, XLS, XLTX, and XLTM.

See Attachment Handling for more information on how Moveworks manages attachments.

It is not possible to make the long description or attachments mandatory. By default, the long description is a copy of the short description.

2️⃣ Rich Ticket Filing

Moveworks Rich Ticket Filing gives users a convenient way to file detailed tickets so that service desk agents can better resolve their issues. This is done by configuring forms on a per domain basis, and serving the form to users when they file a ticket.

Rich Ticket Filing allows for

• Ticketing control — Customize the backstop fields users can fill in when filing a ticket in-chat.
• In-chat support — Users can file all their tickets without leaving chat.
• Domain customizability — Create different types of forms for each ticket domain.
• Additional control — Ability to autofill user attributes and to make fields mandatory.

Field Configuration Options

• Single-line text
• Multi-line text
• Single-options dropdown (Note: Limited to 100 dropdown options IF the field is not a User field (type: USER))
• Checkboxes
• Datetime fields (for MS Teams)
• Attachment (for MS Teams)

Rich ticket filing supports the following field functionality:

• Auto-population of user attributes (such as email or phone number)
• Ability to mark fields as optional or mandatory
• Ability to make fields read-only

3️⃣ Configuration Options

In-chat Call-Type Triage

For IT tickets, Moveworks can intelligently decide if a ticket should be created as a service request or an incident. You can work with your customer success team to configure how these are created.

Static Field Values

When new tickets are created, you can specify a list of default fields to set (e.g. category, subcategory, configuration item, etc.). These are fixed, regardless of who the user is.

Moveworks does not support setting a default state. This must be done according to the rules of your ticketing system.

User Field Values

When new tickets are created, you can specify a list of fields to set based on the person who is filing the ticket. For example, this can be the requester, the requester’s phone number, department, or other fields that are populated through the user roster. For options specific to your organization, ask your customer success team.

Viewing Tickets

The Next-gen Copilot provides a much more flexible experience to look up your tickets. You can look up a ticket by

• Make a “check my ticket status” query
• Mention the ticket ID (”Show me ticket IT-12345”)
• Mention the ticket status (”Do I have any open tickets?”)
• Mention the subject matter/ description of the ticket (”Did I file a ticket about requesting access to Kibana?”)

1️⃣ A “check status” query

Below are some examples of different ways of looking up a ticket.

Users can check the status of their tickets by messaging the Moveworks Copilot their intention to check on the status of their tickets. Users do not need to mention a specific ticket.

As always, the Moveworks Copilot can recognize this intent in a wide variety of language patterns, such as “what’s the status of my tickets?”, “check status”, “show me my open tickets”, etc.

When the Moveworks Copilot receives such a message, it fetches the user’s tickets and displays them. The Moveworks Copilot will show tickets that are open first (new, WIP, pending, etc). After open tickets are displayed, then resolved or closed tickets (no more than 30 days old) will be shown.

To see the full status update card of a ticket of interest in the list, the user can either respond with the number shown next to it in the list (i.e. 1, 2, 3, etc.), or the ticket number itself.

If the user is a watcher on a ticket, or was the opener but not the requestor, they must mention the ticket by ID.

2️⃣ Mentioning the ticket by ticket status

3️⃣ Mentioning the ticket by subject matter

Adding Comments to Tickets

If a user wishes to add a comment to a ticket, they can click on Add Comment. If the user is on a supported system (Slack, Teams) a modal will appear to collect the comment.

Before adding the comment to the ticket, the Copilot will ask for the user’s final confirmation. If user wishes to change anything, they can click on “Edit Request” button to edit the comment.

When a comment is added to a ticket, it is attributed to Moveworks (Moveworks does not impersonate the user).

Note: Based on your ticketing system, this may cause users to get emails about their own comments. You should adjust email rules so this does not happen.

1️⃣ Configuration Options

By default, if the current state of the ticket is Waiting For User / Pending, Moveworks will update the state to Work In Progress when leaving a comment on behalf of an employee.

You can disable this behavior based on the ticket type (e.g. incident, request, case, etc.)

Closing/Resolving Tickets

When a user wants to resolve a ticket they can do so in-chat by clicking on Close Issue, and Moveworks will mark the ticket as Resolved. There is no option to mark a ticket as Closed within Moveworks. Most ITSM platforms will set a ticket to closed after it is resolved for a certain amount of days.

Configuration Options

Resolve by adding a comment

If you do not want Moveworks to change the state of your tickets when an employee wants to resolve the ticket, instead Moveworks can leave a comment for the agent to resolve the ticket.

You can configure this behavior based on the ticket type (e.g. incident, request, case, etc.)

Reopening Tickets

When employees want to reopen their resolved tickets, Moveworks will update the state of the ticket back to New. Moveworks will also give them the option to add a comment to the ticket.

When employees want to reopen their closed tickets, Moveworks will create a new ticket that references the previous ticket in the short description.

Note: The title of the new ticket will be Reopened: {previous short description}

As shown, when the ticket is reopened, it will be unassigned from the current user, but any assignment groups will remain untouched.

Configuration options

Always reopen as new ticket

Certain tickets should only ever be reopened as a new ticket.

You can configure this behavior based on the ticket type (e.g. incident, request, case, etc.).

You can also configure how the ticket should be reopened (e.g. as the same ticket type).

Hide reopen button for all closed tickets

If you don’t want anyone to be able to reopen a ticket that is closed, you can completely remove the button.

What is the difference between Moveworks Classic and Moveworks Copilot?

Config gaps

• Matching ticket status in the ticketing system: currently, in ticket lookups, you might notice the ticket status does not match with the ticket status in the ticketing system. We are working on supporting this configuration option.

Feature gaps

• Add an attachment to ticket comments: Attachments in ticket comments are not yet supported in the Moveworks Copilot. We are planning to support this feature in the next 1-2 months.

  • Moveworks Classic:

    

  • Moveworks Copilot:

  

• Concierge ticketing notification control: Notification control is not yet supported in ticketing concierge notifications.

FAQs

1. Q: When does the Moveworks Copilot not reach out on a ticket entering the Resolved state?

• When tickets enter a **Resolved** state, the Moveworks Copilot will reach out to the user in most cases. However when a ticket’s state becomes **Resolved** after being reopened again without any new user-facing comments, no notification will be sent. If the Moveworks Copilot already notified the user that a ticket was **Resolved**, it will not update the user that a ticket was **Resolved** again if it has been reopened, unless the ticket was resolved a second time with a user-facing comment.

2. Will the Moveworks Copilot alert employees when work notes or internal comments are added to the ticket?

• No, the Moveworks Copilot will only alert employees when a ticket has a user-facing comment.

3. Will ticket assignees be updated via the Moveworks Copilot?

• No, currently only the requester of the ticket is updated via the Moveworks Copilot.

4. If a ticket is reopened after being resolved, will the Moveworks Copilot notify the user again?

• If the Moveworks Copilot already notified that a ticket was Resolved, it will never update the user that a ticket was Resolved again if it has been reopened, UNLESS the second time it was resolved has a user facing comment.

5. If the user enters a ticket number that is older than 30 days, will they be able to look up the ticket?

• Yes, users can still look up the ticket with no time-restriction if they have the ticket number. The time restriction (30 days) only applies to when a user generically asks for the status of their open cases.