HelpGhost Hero

HelpGhost Hero

Hero is an AI-powered tool designed for MSP technicians to help them resolve tickets faster. It works by surfacing knowledge base information, searching the internet, and providing troubleshooting steps — all within the context of the ticket a tech is currently working on.

How to Use Hero

Hero functions like a smart, context-aware knowledge base combined with a general-purpose AI assistant. Techs can:

• Ask Hero to summarize a ticket

• Request troubleshooting steps for a specific issue (e.g., "What's our procedure for resetting a router at [customer]?")

• Have Hero write resolution notes when wrapping up a ticket

• Ask Hero to draft a recap email for the customer

• Write scripts or perform any task you would normally use ChatGPT for — with the added benefit of ticket context and your organization's knowledge base

• Tell Hero when information is missing or incorrect so it can create a Scholar entry for future reference

• Use Hero to help you with prepare for a call when you have received a ticket in advance

• If you have templates to fill out for any automations you can ask Hero to fill out the information for you

• In Sidekick, there is a settings button that allows you to create customizations on how Hero works on an organizational level and on a user based level

• Billable verdict: Hero offers balanced verdicts on whether tickets should be billable, based on actual ticket data and how much time it should be billed for

• Project scoping: Hero can analyze project scopes, identify missing considerations (e.g., licensing, key steps), and estimate project hours, outperforming manual analysis.

• Dispute resolution: Hero will analyze the ticket information and context to provide a neutral, unbiased feedback on how a ticket was handled from the technician’s point of view and the MSP’s client’s perspective

• Response preparation: Aids in drafting thoughtful replies, saving time and ensuring appropriate tone, especially for complex issues

Where Hero Appears in Each PSA

Full-Screen Mode and Split View

Hero includes an Open Full Screen button (bottom left of the Hero panel) that opens Hero in its own browser tab. This is especially useful for PSAs with limited screen space like Autotask.

Recommended setup for a better experience:

Shared Chat (Not Private)

Hero chats are tied to the ticket, not to individual techs. This means any tech from the MSP who views the same ticket will see the same chat history. This creates a shared record of what was discussed and what steps were taken on a ticket.

In most cases this is not an issue since typically only one tech works a ticket at a time. However, techs should be aware that their messages are visible to the entire team.

Sidekick (Beta)

BETA

Sidekick is a feature within Hero that provides a side toolbar showing all previous tickets a tech has viewed. It is currently in beta with additional features planned:

Sidekick uses WebSockets to communicate, so the view updates automatically in real time as techs navigate between tickets.

How Hero Uses Knowledge Base Information

Hero pulls information from your organization's knowledge base, which is populated and managed through Scholar (a separate HelpGhost feature). Here's how that works:

1. Scholar scrapes tickets from your PSA looking for resolutions

2. When Scholar finds a useful resolution not already in the knowledge base, it creates a draft entry

3. A human must manually review and approve (or reject) each entry

4. Once approved, the entry becomes immediately available to Hero

When Hero uses a knowledge base entry in a response, it provides a link back to the source so the tech can review the original information and even trace it back to the originating ticket.

Tips and Best Practices

1. Be conversational: If Hero's response is too short, too long, or inaccurate, tell it. Say things like "make it more concise" or "explain that further." Follow-up instructions significantly improve results.

2. Correct mistakes: If Hero references the wrong customer or gives incorrect information, let it know. It will adjust within the context of that ticket's chat.

3. Contribute to the knowledge base: When Hero is missing information or gets something wrong, tell it what the correct process is. For example: "For future reference, whenever we onboard a user, we need to check Active Directory and send the user a welcome email." Hero will take that information and create a Scholar entry, which — once approved — becomes available to all techs immediately. This is a low-effort way to capture tribal knowledge.

4. Use the feedback buttons: Hover over any Hero message to see upvote and downvote buttons. This feedback helps the HelpGhost team track performance and helps MSP admins understand how well Hero is working for their team.

5. Use the Leave Feedback button: Located at the bottom right of the Hero panel, this lets you submit feature requests, bug reports, or general comments directly to the HelpGhost team.

6. Use full-screen mode: Especially in Autotask where screen space is limited, open Hero in full screen and use a split view or second monitor for the best experience.

7. Remember that context resets per ticket: Hero remembers your conversation within a single ticket, but when you move to a new ticket, it starts fresh. Custom personas and persistent preferences are planned for a future release.