Solution Finder

Give agents instant, cited answers from your technical docs. Ask in plain language and get the resolution steps, known issues, and workarounds, with the exact article behind every answer, so nobody guesses on a live ticket.

Für Support Agents New Hires Technical Support Support Leads
Beispiel-Prompt für den Joy-Assistenten

Using our technical docs and knowledge base in the Knowledge Center, answer support questions. Start with: how do I resolve a [error message] for a customer on the [plan or version]? Give the steps and cite the exact article.

So kann es aussehen

Ein anschauliches Beispiel. Ihr Ergebnis hängt von Ihren Quellen, Daten und Anfragen ab.

Using our technical docs and knowledge base in the Knowledge Center, answer support questions. Start with: how do I resolve a "sync failed: token expired" error for a customer on the Business plan? Give the steps and cite the exact article.

This one's documented. The "sync failed: token expired" error is covered in the Integrations Troubleshooting Guide, and there's a Business-plan detail in the release notes worth knowing before you reply.

The error means the customer's stored OAuth token has passed its refresh window and needs to be re-authorized. Here's the fix from the Integrations Troubleshooting Guide, Section 4.2 ("Token and Auth Errors").

  1. Have the customer open Settings → Integrations and find the connection showing the error.
  2. Click Reconnect and complete the provider sign-in prompt. This issues a fresh token. There's no need to delete and rebuild the integration (Section 4.2, step 3).
  3. Once reconnected, trigger a manual sync with Sync now to confirm the error clears.

One Business-plan detail matters here. Per the March release notes, Business-plan tokens now expire after 90 days of inactivity rather than 30, so if this customer syncs regularly they shouldn't hit this again. If they do, it usually points to a paused integration: check whether their sync schedule was disabled (Troubleshooting Guide, Section 4.4).

If Reconnect fails with the same error after a fresh sign-in, that's the documented sign to escalate to tier 2: it indicates a provider-side revocation the agent can't resolve (Section 4.2, note).

Want me to draft a customer-ready reply with these steps in plain language, or pull the escalation checklist for tier 2 in case Reconnect doesn't clear it?

From question to cited answer in seconds

Solution Finder lets any agent ask a support question in natural language and get the answer straight from your technical docs (resolution steps, known issues, and workarounds) with the exact article cited so they can trust it and click through. It reads your approved sources at ask time, so answers reflect the current documentation, not a memory of it.

  1. Upload your technical docs

    Add troubleshooting guides, product docs, release notes, and runbooks to the Knowledge Center. Joy indexes the full text and reads it at ask time.

  2. Ask the question the way a customer would

    Agents type the error, symptom, or how-to in plain language, no need to know which document holds the answer or the exact product term.

  3. Get the steps with a citation

    Joy returns the resolution steps and cites the exact article and section, so the agent can verify and click through before replying to the customer.

  4. Use it where you work

    Copy the steps into your reply or ticket notes, tailored to the customer. Joy drafts the answer; the agent sends it.

  5. Make it one click for your team

    Save this ask as a custom command on the assistant your team already uses, so anyone can run it in one step.

Machen Sie es sich zu eigen

Cited answers

Every answer names the exact article and section, so agents can trust it and click through to confirm.

Plain-language search

Agents describe the problem in their own words; Joy finds the fix without them knowing which doc it's in.

Known issues and workarounds

Surfaces documented workarounds alongside the fix, so agents can unblock a customer even mid-bug.

Honest gaps

When the docs don't cover it, Joy says so plainly instead of guessing, showing you what to document next.

Tier-1 troubleshooting

Scope it to the front-line runbook so new agents resolve common issues without escalating.

Technical escalation support

Give tier-2 agents deep answers from engineering runbooks and known-issue logs.

New-release readiness

Point it at the latest release notes so agents answer confidently the week a feature ships.

Integrations helpdesk

Focus it on API and integration docs for the questions that trip up technical customers.

Frequently Asked Questions

How do support agents find answers faster?

Agents ask Joy the question in plain language (an error message, a symptom, a how-to) and get the resolution steps straight from your technical docs, with the exact article cited. No hunting through folders or pinging the team channel mid-ticket.

Can agents trust the answers?

Every answer cites the exact article and section it came from, so agents can click through and confirm before replying. Joy answers only from the approved docs you connect and reads them at ask time, so the guidance reflects current documentation.

What happens when the docs don't cover a question?

Joy says so plainly rather than guessing. That honesty is useful on its own. The questions it can't answer are a live map of the gaps worth documenting next.

Does this help new agents specifically?

Yes. New hires don't need to know which document holds the answer or the exact product term. They describe the problem the way a customer would, and Joy points them to the same grounded answer a veteran would reach.

Does Joy resolve or route the ticket itself?

No. Joy finds and drafts the answer; the agent tailors it and sends the reply. It doesn't open, route, or close tickets. Resolving the customer's issue stays with the person on the queue.

Verwandte Vorlagen

Kundenerfolg

Ticket Summarizer

Get full ticket and account context before a call.
Kundenerfolg

Product Knowledge Base

Give agents instant, cited answers about your product.
Kundenerfolg

Auto-Response Suggester

Draft support replies grounded in your knowledge base.

Ready to give every agent the cited answer?

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