Revelation AI Ticket Assist in Action: Real-World Scenarios That Save You Time

When you’re managing a busy helpdesk, every minute counts. Between reading through long ticket histories, drafting updates, and figuring out the next step, it’s easy to lose valuable time on repetitive tasks.

That’s exactly why we created Revelation AI Assist — to give you fast, relevant, and actionable support without ever leaving your ticket.

What Is Revelation AI Ticket Assist?

Revelation AI Assist is your productivity partner inside Revelation Helpdesk, powered by your own Azure AI tenant. It uses the data already in your ticket to generate helpful outputs you can use immediately — all while keeping your ticket data, as it relates to AI queries, inside your secure Microsoft 365 environment.

Instead of switching between tools or starting from scratch, you can:

• Summarize complex tickets in plain language.
• Suggest and prioritize troubleshooting steps.
• Draft professional end-user responses.
• Analyze tone and sentiment for better communication.

Five Core Prompts, Countless Applications

Revelation AI Assist is built with five powerful core prompts that cover common helpdesk needs:

1. Ticket Summary

What it does: Creates a short, clear overview of the request, actions taken so far, and next steps.

Best for:

• Handing off to another agent without a lengthy explanation.
• Quickly refreshing your memory on a ticket you last touched days ago.

2. Troubleshooting Tips

What it does: Suggests prioritized, step-by-step checks and diagnostics tailored to the issue.

Best for:

• Tackling unfamiliar technical problems.
• Confirming you haven’t missed a key step in your process.

3. Draft Response

What it does: Generates a polite, professional update or closure message for the customer.

Best for:

• Saving time on repetitive communications.
• Ensuring tone and clarity are consistent across your team.

4. Root Cause Hypothesis

What it does: Proposes likely causes for the problem based on the ticket’s history and known patterns.

Best for:

• Speeding up technical review.
• Preparing escalation notes with a clear starting point for investigation.

5. Sentiment Analysis

What it does: Evaluates the customer’s tone and suggests the best way to respond.

Best for:

• Defusing frustration with empathetic messaging.
• Tailoring updates to match the customer’s mood.

Need more from AI Assist than the built-in prompt features? Rai has you covered. You can enter any internal query into the prompt field for AI insight.

Real-World Example: From Overwhelmed to Organized in Seconds

Scenario:

You open a ticket with 25 back-and-forth messages over two weeks. The customer has reported intermittent VPN issues, several troubleshooting attempts have been logged, and there’s no resolution yet.

Without Revelation AI Assist:

You scroll through every note, piecing together a timeline and key points before deciding what to do next.

With Revelation AI Assist:

• Ticket Summary gives you the full picture in under 10 seconds.
• Root Cause Hypothesis suggests it could be related to recent firewall changes noted in one message you might have missed.
• Draft Response prepares a polite customer update requesting confirmation after a configuration change.

What once took 10–15 minutes now takes less than two.

Security That Matches the Rest of Your Helpdesk

Because Revelation AI Assist runs inside your Microsoft 365 tenant, powered by your own Azure AI instance, your ticket data:

• Never leaves your secure environment.
• Remains subject to your organization’s compliance and governance controls.
• Inherits the same security framework you already trust.

Final Thoughts

Revelation AI Assist doesn’t replace your expertise — it amplifies it. By handling the repetitive, time-consuming parts of ticket management, it lets you focus on what really matters: resolving issues and delighting your customers.

Next up in our series: We’ll look at AI Edit — your built-in writing partner for action notes, updates, and responses that are always clear, professional, and on point. Click here to read more!

See how Revelation AI Assist speeds up ticket handling with summaries, troubleshooting tips, and more—securely inside Microsoft 365.