AI Best Practices for Helpdesk Teams: Getting the Most from Revelation AI Assist and AI Edit

 

The launch of Revelation AI Assist and AI Edit opens up new opportunities to save time, improve communication, and work more efficiently. But like any tool, the value you get depends on how you use it.

This guide will help you get the most from these AI features from day one — ensuring you get accurate, relevant, and secure results every time.

1. Give AI Assist the Full Picture

AI Assist works best when it has all the information it needs.

• Include complete ticket details – Add error messages, device types, and steps already taken before prompting AI Assist.
• Be specific in your requests – “Draft a client update confirming VPN fix” produces better results than “Write an email.”
• Use ticket history – Let AI Assist pull from all past updates so your summaries and recommendations are complete.

Example:

Instead of: “Help with printer issue.”

Try: “Summarize Ticket #23455, noting the troubleshooting steps already taken and suggesting next actions.”

2. Match the Prompt to the Task

Revelation AI Assist offers five built-in prompts — be sure to choose the one that fits your goal.

• Ticket Summary – For quick handoffs or reorienting yourself to a ticket you haven’t touched in days.
• Troubleshooting Tips – For step-by-step diagnostics, especially on unfamiliar issues.
• Draft Response – For polished customer communications, ready to send.
• Root Cause Hypothesis – For preparing escalation notes or narrowing investigation focus.
• Sentiment Analysis – For tailoring your response tone to match customer mood.

3. Use AI Edit to Tailor Your Communication

AI Edit is your shortcut to clear, audience-appropriate communication.

• Professional – When the message might be reviewed later or sent to a client.
• Concise – When speed is essential and detail can be trimmed.
• Friendly – When you want to strengthen rapport or soften tone.

Example:

Original: “Replaced network cable per standard process. Tested connection and confirmed stable for now.”

• Professional: “Network cable replaced following standard procedure. Testing confirms a stable connection.”
• Concise: “Replaced network cable. Connection stable.”
• Friendly: “Swapped out the cable and everything’s working great now!”

4. Validate Before Sending or Acting

AI suggestions are fast and often spot-on — but they should still be reviewed before you take action.

• Check for accuracy – Make sure technical steps match your environment.
• Confirm tone – Ensure customer updates match your style guidelines.
• Verify context – AI can only work with the data you’ve provided; fill in any missing details.

5. Keep Security in Mind

Revelation AI Assist and AI Edit are designed to run inside your own Azure AI tenant, so your ticket data, as it relates to AI queries, never leaves your secure Microsoft 365 environment.

• Always follow your organization’s compliance guidelines.
• Avoid pasting in external data that you don’t have permission to process.

6. Think Beyond the Ticket

While today’s features work at the ticket level, our roadmap includes system-wide AI assistance — allowing you to:

• Search across tickets (“Show me all open tickets from last week”).
• Create tickets from natural language.
• Escalate or reassign on command.
• Check SLA performance or generate team-wide metrics.

Practicing clear, structured prompts now will make these future capabilities even more powerful for your team.

Final Thoughts

Revelation AI Assist and AI Edit aren’t here to replace your expertise — they’re here to make sure that expertise has more impact. By giving AI clear, complete inputs, choosing the right mode for the job, and reviewing results before finalizing, you can get the maximum benefit from these tools every day.

With a thoughtful approach, AI can take the busywork off your plate, help you respond faster, and free you to focus on solving problems that matter most to your customers.