Cooper Copilot

SECURITY  Security level with Admin Feature Access permission to Cooper Copilot.

NAVIGATION  Left Navigation Menu > Admin > Admin Categories > Automation > Cooper Copilot

NOTE  This feature is included with an Ultimate Autotask contract. Refer to Upgrading to ultimate for more information.

BEFORE YOU BEGIN  This feature may be hidden in your Autotask instance because it is not activated. If so, you can activate it on the Left Navigation Menu > Admin > Admin Categories > Activations page. Refer to Activations.

Summary

Cooper Copilot for Autotask introduces Smart Ticket Summary, Smart Writing Assistant, and Smart Resolution Summary tools to streamline communication and ticket documentation. These tools offer quick summaries of actions and assist with drafting client-ready notes, making team collaboration and client communication more efficient.

With Cooper Copilot:

  • Succinct, AI-powered analysis of an Autotask ticket surfaces key details, actions taken, and next steps. A 1-click solution to getting your team up-to-speed on ticket information.

Improve your Ticket Summaries:

  • Smart Ticket Summaries use key ticket information in order to provide quick, up-to-date information to help you get informed about an ongoing ticket. To improve the accuracy and consistency of this information, be sure you and your team provide key information in the Description, Ticket Notes and Time Entries. Internal Notes will not be utilized for these Ticket Summaries.

Additionally, be sure to include key ticket information such as the following:

  • Issue-Type

  • Sub-Issue Type

  • Any devices related to or impacted by the issue

With limited information available, a Smart Ticket Summary will be restricted on its ability to provide information:

  • "I checked all 79 AP are online and rebooted the closet AP and confirmed with Sandy that there were no more issues."

With additional information added to the ticket as described above, Smart Ticket Summary can become far more useful to your team:

  • "Tristan verified that all 79 Access Points (APs) at the Dover office are online. He rebooted the closet AP and confirmed with Sandy that the issue has been resolved. No further action is required at this time."

Smart Resolution Summary is available in the Resolution field when editing a Ticket. To show or hide the available options, click the icon. The Resolution field’s visibility is controlled by your Ticket Category. Refer to The General tab.

  1. From an existing ticket, click the Edit button and navigate to the Resolution field.

  2. Click Generate Resolution to create a new Resolution summary from the Ticket information, Notes, and Time Entries.

  3. Click Append to add the generated text to the Resolution field or Replace to replace any existing text.

  4. Click Save to confirm all changes.

  1. From an existing ticket, click the Edit button and navigate to the Resolution field.

  2. Click Refine Resolution to take the information from within the Resolution field and provide a summarized and refined version of this information.

  3. Click Append to add the generated text to the Resolution field or Replace to replace any existing text.

  4. Click Save to confirm all changes.

Smart Writing Assistant is available when creating or editing a Ticket Note, Time Entry. To show or hide the available options, click theicon.

  1. From an open ticket, click New Time Entry or New Note.

  2. Add your notes in the Summary Notes or Description and complete all other required fields.

  3. Click Summarize Notes (Client-Facing).

  4. Select if you want to Append or Replace your current notes with the new Smart Writing Assistant text.

  5. Click Save & Close to confirm all changes.

IMPORTANT  Selecting a form template is the equivalent of manually populating the form. Form template settings will override any previously populated field content, including notification settings, additional contacts, and secondary resources.

To enable or disable Cooper Copilot settings:

  1. Navigate to Left Navigation Menu > Admin > Admin Categories > Automation > Cooper Copilot > Cooper Copilot Settings.

  2. Toggle the Enable Cooper Copilot button.

  3. Select the checkbox next to the setting(s) you wish to enable or disable.

  4. Click Save Changes.

Refer to Cooper Copilot History.

Q: Is Autotask using my data to train an AI model?

A: No. When using Cooper Copilot features, your data is not used to train an AI model.

Q: What is my usage limit for Cooper Copilot?

A: There’s no set restriction for using the Cooper Copilot features, however there is a system in place to detect and prevent abuse of these features. If your usage triggers this system, you will be sent a warning email and your access to the feature usage may be temporarily limited.

If you experience this restriction, please contact our support team to discuss your business needs so we can make the appropriate adjustments.

Q: I purchased an Autotask Ultimate subscription, but it says that I have a different edition. How do I fix this?

A: Please contact your Account Manager to ensure the proper correction is made.