Overview
Helena’s Suggested Solutions feature helps technicians instantly find relevant fixes without leaving the ticket screen.
Helena reviews your DeskDay environment and surfaces matching results from past closed tickets, notes added on tickets, linked Hudu knowledge base documents — and DeskDay’s internal Knowledge Base (coming soon).
This means your team can reuse proven resolutions and trusted documentation effortlessly, improving response speed and consistency.
🧠 What Suggested Solutions Does
Helena runs a contextual search every time you click the Helena button within a ticket.
She automatically scans:
🧾 Closed Tickets – to surface previously resolved issues with similar subjects or description data.
🗒️ Notes on Tickets – Time entry notes containing helpful steps or troubleshooting info.
📚 Hudu Knowledge Base Documents – linked documentation, SOPs, or how-to articles integrated with your DeskDay account.
💡 (Coming Soon) DeskDay Internal Knowledge Base – to include native articles and templates stored inside DeskDay.
Helena uses ticket context — such as summary, description, technician, customer ticket type, ticket subtype, tags and recent messages — to match the most relevant solutions.
🚀 How to Use Suggested Solutions
Step 1: Open a Ticket
Go to the Service Desk module.
Select the ticket you want to resolve.
Click the Helena icon on the right-hand panel.
Helena will open as a side panel showing her available cards.
Step 2: Scroll to “Suggested Solutions”
From Helena’s cards, Suggested Solutions.
Helena automatically begins searching across:
Closed tickets with notes added
Notes added on tickets
Hudu KB documents
When results are ready, they’ll appear as a list of solution cards displaying:
Ticket results: Ticket IDs and summaries from past closed tickets.
Knowledge base results: Document titles from Hudu.
This gives you a quick, at-a-glance view of similar past issues and relevant documents.
Step 3: View All Tickets & Notes
Click “View All” under the Tickets section to see all matching tickets and their related notes.
Inside this view, you’ll find filter tabs for easier navigation:
Resolution Notes
Private Notes
Public Notes
All Notes
From here, you can:
Review past resolutions in detail.
Link a note directly to the current ticket’s Knowledge Base section for context or reference.
(At this stage, only linking is supported)
Step 4: View All Knowledge Base Documents
Click “View All” under the Knowledge Base section.
Helena will show the full list of matched Hudu documents.
For each document, you can:
Add Link to Ticket → Attach the KB link to the current ticket’s Knowledge Base section.
Click to Open → View the document directly in DeskDay for detailed reading.
🧭 Best Practices
Ensure Hudu integration is active for access to SOPs and KB documents.
Encourage techs to add detailed internal notes — Helena learns from these over time.
Before attaching external content, verify accuracy (especially from legacy tickets).
⚙️ Troubleshooting
Issue | Possible Cause | Solution |
Only few suggestions appear | Ticket has limited context or integrations disabled
| Add descriptive ticket title and enable Hudu integration |
No suggestions appear
| No other related closed tickets found/ Ticket lacks enough detail | Add detailed notes to tickets / Add more ticket context and regenerate search |
No matching KB articles found | No related Hudu document added | Verify KB sync / Add relevant documents on hudu |
Only Hudu documents showing as source for Knowledge base | Internal KB feature not yet available | Internal KB and other documentation tool integrations coming soon to DeskDay |