Auto Assist - Change the behavior of the Approve button
Our agents don't find the behavior of the Approve button intuitive. When we introduced Auto Assist, many of them accidentally sent a reply to the customer before they were ready at least once, because they are so used to only the Submit button sending the reply.
We would prefer if there were only the option to “Accept” the suggested text and actions, then the actions are applied (not performed - similar to macros), and the text is copied to the regular editor.
This would also avoid awkward situations where Auto Assist is correctly suggesting to set the ticket to solved, but the ticket still has an empty drop-down for a field that is required for solving. Agents first have to fill the required field, submit the ticket, and then approve Auto Assist. If they forget, Auto Assist won't perform the solving action.
Edit to add: When agents edit an auto-assist reply and then accidentally click “submit as pending” before approving the text, their reply will be gone and can't be restored. This is especially frustrating when it was a longer text.
cc Andreas Ackermann Johannes Lober