US 12,381,837 B2
Computer service for help desk ticket creation and resolution in a communication platform
Tristan Rubadeau, Austin, TX (US); and Komran Rashidov, Austin, TX (US)
Assigned to ATLASSIAN PTY LTD., Sydney (AU); and ATLASSIAN US, INC., San Francisco, CA (US)
Filed by Atlassian Pty Ltd., Sydney (AU); and Atlassian US, Inc., San Francisco, CA (US)
Filed on Apr. 8, 2024, as Appl. No. 18/629,855.
Application 18/629,855 is a continuation of application No. 17/555,610, filed on Dec. 20, 2021, granted, now 11,956,186.
Application 17/555,610 is a continuation of application No. 17/153,181, filed on Jan. 20, 2021, granted, now 11,228,541, issued on Jan. 18, 2022.
Prior Publication US 2024/0259334 A1, Aug. 1, 2024
This patent is subject to a terminal disclaimer.
Int. Cl. H04L 51/02 (2022.01); G06F 40/186 (2020.01); G06F 40/205 (2020.01); G06F 40/35 (2020.01); H04L 51/046 (2022.01); H04L 51/42 (2022.01)
CPC H04L 51/02 (2013.01) [G06F 40/186 (2020.01); G06F 40/205 (2020.01); G06F 40/35 (2020.01); H04L 51/046 (2013.01); H04L 51/42 (2022.05)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method comprising:
in response to receiving a first message from a first user in a chat interface of a chat service, prompting a second user for a response on an instance of the chat service operating on a client device, the prompting initiated by the chat service and comprising:
extracting a content topic from the first message by analyzing message text contained in the first message;
using the extracted content topic, identifying:
a response template from a set of stored response templates, the response template configured to generate a response message in the chat interface; and
a set of information resources each associated with a help topic relating to the content topic;
causing display in the chat service on the client device comprising:
the response template;
a list of information resources corresponding to the set of information resources, each information resource in the list of information resources selectable to include access to corresponding resource content in the response template; and
a selectable option to create a new response template;
in response to a user selection of the selectable option to create the new response template, causing display of a window in the chat service on the client device, the window comprising a template creation interface comprising:
a first region for response content; and
a second region with a link to an information resource selected from the list of information resources;
receiving user input to the first region, the user input comprising reply content; and
in response to a user selection of a selectable element, causing the new response template to be stored; and
generating the response to be displayed in the chat interface using the new response template.