Faster Resolutions: Instant Support Solution Search
Support tickets in Espocrm automatically trigger a Cody search for known solutions and past resolutions, cutting resolution time and improving customer satisfaction.
Trigger
Webhook received
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Action
Send Message
Tool to send a message to Cody AI and receive an AI-generated response. Use when you need to send a user message to a conversation and get the AI's reply.
Why this helps
Support tickets arrive and you recreate solutions you've already given a dozen times. Customers wait while you search for known fixes. Your support team feels stuck on repetition.
- Resolve tickets faster
- Improve customer satisfaction
- Build team efficiency
Setup
Build it in a few focused steps.
- 1Connect Espocrm and Cody integrations to Notis.
- 2Tell Notis: 'When a support ticket is created in Espocrm, extract the issue description and search Cody for similar past tickets, known solutions, or relevant documentation.'
- 3Define ticket source or category if needed (email-sourced, form-sourced, priority level).
- 4Select your reporting channel for search results.
- 5Create a test support ticket in Espocrm and verify Cody search results arrive with relevant solutions.
Questions about this workflow
What if no known solution exists in Cody?
Notis tells you so, and you can document the new solution for next time. Over time, this builds a comprehensive support knowledge base.
Can Notis suggest the solution directly to the customer?
Yes, if you set it up. Notis can auto-draft a customer response with the suggested solution for your review and sending.
What if the customer has already tried the known solution?
Notis can escalate to a higher-tier support tier or flag for manual review, ensuring customers don't get repetitive suggestions.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Espocrm to Cody. A trigger fires from one place; an action lands in another.
Espocrm triggers
Cody actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Create Conversation
Tool to create a new conversation with a specified bot. Use when starting a new conversation thread with optional focus mode to limit bot's knowledge base to specific documents.
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Create Document
Tool to create a new document with text or HTML content in Cody AI. Use when you need to add documents to Cody's knowledge base with up to 768 KB of content.
Create Document From File
Tool to create a document by uploading a file (up to 100 MB). Supports txt, md, rtf, pdf, ppt, pptx, pptm, doc, docx, docm formats. Use when you need to add file-based documents to Cody's knowledge base. The file is processed asynchronously.
Create Document from Webpage
Tool to create a document from a publicly accessible webpage URL. Use when you need to import content from a webpage into Cody AI. The webpage must be accessible without login. If request fails, ensure the URL is publicly accessible and not blocked by a firewall.
Create Folder
Tool to create a new folder in Cody AI for organizing content. Use when you need to create a folder to organize documents or conversations.
Delete Conversation
Tool to delete a conversation by its ID. Use when you need to permanently remove a conversation from the system.
Delete Document
Tool to delete a document by id. Use when removing a document that is no longer needed.
Get Conversation
Tool to fetch a conversation by its ID from Cody AI. Use when you need to retrieve details about a specific conversation. Supports optional includes parameter to filter response to list document IDs.
Connect any two apps with Notis in the middle.
Espocrm and Cody, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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