What does this mean?
Agents resolve issues faster and with consistent tone and prioritization by seeing who the customer is, what matters to their account, and relevant history at a glance.
How it works?
Pulls the requester’s profile, prior conversations, account details, plan, and company info from the help desk, CRM, and external enrichment sources, then attaches a concise, source-linked summary to each ticket.
Workflow Steps
Step 1: Trigger on new or updated ticket
The Workflow activates automatically when a new ticket is created or updated in your help desk, capturing the requester's information and ticket details.
Step 2: Pull requester profile and history
Cassidy retrieves the requester's profile from your help desk, including prior conversations, ticket history, and any notes or tags associated with their account.
Step 3: Enrich with CRM and account data
The Workflow pulls additional context from your CRM—account details, plan type, company information, and any relevant flags like VIP status or open opportunities.
Step 4: Generate context summary
Cassidy synthesizes all gathered information into a concise, source-linked summary that highlights who the customer is, what matters to their account, and relevant history.
Step 5: Attach summary to ticket
The enriched context summary is automatically added to the ticket as an internal note or sidebar, giving agents instant visibility without switching between systems.