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Working the queue

Ask a colleague

Some answers live outside the support team. Ask a colleague sends an AI-drafted question from the support mailbox to a person in your organisation; their reply lands on the ticket as an internal note, and the AI's next suggestion uses it.

5 steps · 4 min read

Before you start

  • A ticket you own.
  • For the directory picker, a connected Microsoft 365 mailbox. Otherwise type an address on your company's own domain.
  1. 1

    Pick the person

    Click Ask a colleague on the ticket and choose from your organisation's directory, or type an address. Questions can only go to people inside the organisation, so customer details never leave it.

    You’ll see: When no approved source answers a ticket, the AI may propose this itself, naming a person based on who has answered similar questions before, or by job title and department when there is no history. A person always sends it.

  2. 2

    Edit and send the question

    The AI drafts the question from the ticket, with the customer's details and the conversation so far. Edit it and send. It goes from the support mailbox, so the colleague just replies to an email.

  3. 3

    Watch for the reply

    The ticket shows who it is waiting on. The reply lands marked internal; the customer never sees it. An out-of-office reply is recognised and the return date shown.

  4. 4

    Nudge, or move on

    A nudge button sends a reminder, at most twice, with the count shown. A working day after the second with still no reply, the ticket comes back to the team and the AI proposes the next step without that person.

  5. 5

    Turn the answer into knowledge

    When the ticket resolves, it offers "Draft an article": the AI writes a knowledge base article from the ticket and the answer, with no one named. A knowledge author reviews it, and next time the AI answers without asking anyone.

Good to know

  • Nothing is ever sent to a colleague automatically, with one courtesy exception: if a ticket closes while a question is unanswered, the colleague is told it is no longer needed.
  • If a colleague replies with a question of their own, use Reply to [name] under their message to answer in the same thread.

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