Training on past tickets is a process that involves pulling specific tickets from your helpdesk and generating help articles to train your bot with.
Once on a paid Business Plan or Custom Plan, you can request training on past tickets by sending through the following details to hi@eesel.app, or by messaging us the responses through your dashboard support chat.
In order to train on your past tickets, we need some specific information. Please ensure you answer all questions correctly and thoroughly and send through this information at the time of your request!
Select the questionnaire below that matches the helpdesk you're pulling tickets from.
Please also see: Quick tips for ticket training
Past ticket questionnaire - Zendesk
Note: all bots you want trained with tickets must be connected with the Zendesk.
Please ensure that the values and responses you enter are exact matches!
What platform are your tickets located on?
Which bot would you like to train with these tickets?
(Please copy and paste the bot URL here in addition to the name of the bot)
What date range would you like us to pull the tickets from?
(e.g., past three months of tickets)
Other ticket details, if applicable:
Assignee ID or email
Group ID or name
Fields/custom fields (please specify all details)
Brand/s
If you want different sets of ticket training added to different bots, please explain which tickets should map to which bots.
Past ticket questionnaire - Intercom
Note: all bots you want trained with conversations must be connected with Intercom.
Please ensure that the values and responses you enter are exact matches!
What platform are your conversations located on?
Which bot would you like to train with these conversations?
(Please copy and paste the bot URL here in addition to the name of the bot)What date range would you like us to pull the conversations from?
(e.g., past three months of conversations)Other conversation details, if applicable:
Teammate ID or email
Team ID or name
Attributes/custom attributes (please specify all details)
Workspace
If you want different sets of conversation training added to different bots, please explain which conversations should map to which bots.
Past ticket questionnaire - Freshdesk
Note: all bots you want trained with tickets must be connected with Freshdesk.
Please ensure that the values and responses you enter are exact matches!
What platform are your tickets located on?
Which bot would you like to train with these tickets?
(Please copy and paste the bot URL here in addition to the name of the bot)What date range would you like us to pull the tickets from?
(e.g., past three months of tickets)Other ticket details, if applicable:
Agent ID or email
Group ID or name
Ticket fields/custom fields (please specify all details)
Product/s or brands
If you want different sets of ticket training added to different bots, please explain which tickets should map to which bots.
Past ticket questionnaire - JSM
Note: all bots you want trained with tickets must be connected with Jira Service Management.
Please ensure that the values and responses you enter are exact matches!
What platform are your issues located on?
Which bot would you like to train with these issues?
(Please copy and paste the bot URL here in addition to the name of the bot)What date range would you like us to pull the issues from?
(e.g., past three months of issues)Other ticket details, if applicable:
Assignee ID or email
Project key and name
Issue fields/custom fields (please specify all details)
Organizations or Service Desks
If you want different sets of issue training added to different bots, please explain which issues should map to which bots.
Some quick tips:
Specific "trusted" datasets work best for higher quality training.
More data does not necessarily mean that it will provide better training for the bot - so consider what kind of tickets will provide high quality information.
We have a limit of 3k tickets at a time.