Labs
Partly availableThe features still being built for your helpdesk, why each one is switched off, and what to use until it can be turned on.
On this page
Settings > Labs lists features Growth Dept is still building. Each has a switch that can be turned on for your helpdesk once the feature works there. Right now neither feature on the page is ready, so both switches are off and greyed out, and each card says why.
What is on the page#
| Feature | What it will do | Why it is off |
|---|---|---|
| Reply drafts | Suggest a reply in the reply box, written from the ticket, the customer's orders and your macros. You edit it and send it yourself. | It needs a model provider for your helpdesk, and Growth Dept has not connected one yet. |
| Priority suggestions | Mark tickets that read as urgent, such as an order that never arrived or a threatened chargeback, so they rise to the top of a view. | Same: it needs a model provider. |
There is nothing to sign up for. The switches start working once Growth Dept connects a model provider for your helpdesk; ask your Growth Dept contact if you want to be early.
What you can use now#
Drafts from Haylee. If Growth Dept runs Haylee, the AI agent, for your store, she leaves written drafts on tickets for an agent to check and send. She follows the skills your team writes. See Haylee, Growth Dept's AI agent.
Urgency without a model. Workflows > Triage and AI drafts already scores every open ticket from 0 to 100 using your own tags, phrases, channels and waiting time, and a ticket list can be sorted by that urgency. See Urgency settings and Priority and urgency.
Macros. Saved replies with variables cover most repeat questions while drafting is off. See Create and manage macros.
Related articles
- Haylee, Growth Dept's AI agentWho Haylee is, what she does in your helpdesk and in Slack, what she never does, and how to ask her for help from any page.
- Urgency settingsTune how the helpdesk scores each open ticket's urgency from 0 to 100, using waiting time, your tags, customer phrases, channels and reply targets.
- Priority and urgencyThe priority you set on a ticket, the urgency score the helpdesk works out for every open ticket, and the reasons behind each score.
- Drafting, tone and languageWhere drafted replies appear on a ticket, the drafting switches, how to describe your team's voice, and how the AI Agent hands over, tags, closes and works with rules.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.