AI

I know that these two are no longer distinct technically but reading the documentation it isn’t super clear to me if there’s actually a significant change as Zendesk would have you believe. I can see that the upgraded AI can access API’s, and that might be something that would be a game changer as I’ve just started messing around with managing our help center via API, but if anyone has done that already, I’d love to hear examples of how you’re using that. 

Let’s talk about Copilot Ticket Summaries!I didn’t really want to talk about them. In fact, we already did talk about them, tried them, and decided not to buy them. Then you decided to make it weird by forcing them on everyone as a freemium upsale, in the hopes we’ll love them so much we want to pay a severely discounted price for them for a short time before the AI compute bill comes due for us all.  How do we opt out of having this unwanted and already-rejected feature enabled for our account? In advance, if you please.I don’t want to have to wait for them to be switched on to switch them off. And if I may say so: This is a pattern of feature rollout with Zendesk that is starting to get annoying. 

ProblemWhen having extensive flows I can’t easily connect multiple templates together in one use case/flow.What I would like.User ask question (case)Template A - Authorize user and create temporary access token for that user. Template B - API call - show list of entities and select entity (`/api/v1/entities/`) Template C - API call - show list of entities and select entity (`/api/v1/entities/id/items`) Template D - API call - present solution for entity item  What happens now;Case; I have problem with item.Set `destination` parameter (D) Link to template A: On success → destination === D→ link to template B Template B: On success → destination === D → link to template C Template C; On success → destination === D → link to template C Template D; Answer question for user. This creates dependencies between templates instead of a flexible flow you can plug between flows the D is now tied to B and can’t be use in a different case where I need to swap D with another case.What I would pref

Hey Folks, new in this group and new to setting up AI agent in Zendesk.I’m in my sandbox and testing how to set up an AI Agent to answer emails. I’d LIKE to have the first sentence of the email introduce the AI Agent to the customer. I’d like to do this at least until our customers are used to interacting with the AI Agent.I’ve looked at some resources and I’m not quite sure how/if this can be done. I ran a test ticket through the system and then checked out the events log. I see my trigger that sends out our initial notice (“Hey we got your ticket, here’s it’s number, reply here, blah blah blah”) but the only other trigger that seems relevant doesn’t tell me much. It’s “Ultimate.ai EMail Channel Automation:….” Any thoughts on this? I suppose I can add a blurb on the initial notice that says “HEY! The next response you get is going to be from AI! Get used to it...” 

We’ve started setting up an AI Agent via the Messaging channel for our help centre and trying to tailor it with some basic instructions however despite best efforts, it doesn’t seem to be takingWhen asking if AI Bot was helpful have created the following instruction to try and account for a customer typing yes instead of clicking the yes promptIf the customer types Yes in response to being asked if a reply was helpful then wrap up conversationHowever despite phrasing in a variety of ways, the instruction is not being followedAny suggestions?

Hi team, we use Zendesk for ticketing and the help center. We use gainsight for community. Can we leverage our community for Zendesk agentic AI and copilot?

For those using the new (aka “Advanced”) AI agents, I’m curious how many use cases you have or what would be considered “normal.” I feel like I’m setting up a lot, but maybe that is actually normal.

With the changes coming to make Advanced AI Agent features available to all customers I am a little in the dark of what that means for existing customers. Are we still required to pay for a seat for the add-on? Keen to hear the views from other Advanced AI Agent customers and if you’ve heard anymore on this?

🎟️ Your way to Denver: 10 Discussions, 10 Relate TicketsWe want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Pick any topic that sparks your interest and jump in! You only need to participate in one to enter, but feel free to join as many as you like to increase your odds.   The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest on Thursday, May 14. Good luck! 🍀 TOPIC 4: Leading in the AI era 🚀We’re at a point where service leadership is being redefined. On one hand, we’re figuring out the new skills and metrics needed in an AI-driven world. On the other, we know that the most advanced tech doesn’t replace the need for a compassionate, human-centered culture. In fact, investing in your team’s well-being is often the best investment you can make for your customers. We want to open the floor to the lea

 🎟️ Your way to Denver: 10 Discussions, 10 Relate TicketsWe want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Follow  to the  Group and conversations in the Relate Hub that interest you most. Increase your odds: Every discussion you join increases your chances of winning one of 10 complimentary tickets.   The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest on Thursday, May 14. Good luck! 🍀 TOPIC 7.- Automation  Automation is great for speed, but there are some moments a bot just can't handle. We’ve all had those situations where only a real person can truly turn things around.Where do you think a human still makes the biggest difference in your customer's journey? Is it a sincere apology, catching a small nuance, or something else entirely?

🎟️ Your way to Denver: 10 Discussions, 10 Relate Tickets We want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Pick any topic that sparks your interest and jump in! You only need to participate in one to enter, but feel free to join as many as you like to increase your odds. The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest on Thursday, May 14. Good luck! 🍀 TOPIC 6- MEASURING AIAI is doing the work, but is it doing the right work?How are you measuring the quality of AI interactions?

We have a small pilot users testing with the AI agents.  They are having conversations with the AI agent in the help center using the chatbot.  I was expecting to review their conversations in the “View unresolved conversations” in the AI agent settings.  I only found conversations 8 days ago (April 1 and before).  Nothing between April 2 and April 8. Is there a setting that I need to configure?

I am trying to setup an automation for tickets that are not assigned for two hours.  My research led me to two settings in setting up the automation. Meeting all of the following conditions: Ticket: Hours since assigned and my two choices are (business) Greater than(calendar) Greater than I've tried both and neither is working.  I've followed the automation setup instructions in the zendesk online documentation so I think the rest of the settings are correct.  But the “internet” told me that the two Greater than conditions could be problematic so I tried one then the other and neither is working.   Can you provide some direction?  Thank you.

I see your announcement where you are forcing AI upon us.Will there be a way to turn it off as we do not want to be sharing our info with Microsoft or using this AI slop. 

I’m facing an issue with Zendesk AI intent detection and webhooks. I have AI intent detection enabled, and the intent is successfully detected on the ticket (I can see the system tags and the intent/confidence in the ticket events).I am trying to send the detected intent to an external system via webhook. My webhook body looks like this:{"ticket_id":"{{ticket.id}}","action":"{{ticket.ticket_field_33209525892626}}","intent":"{{ticket.ticket_field_option_title_33190930229522}}","tags":"{{ticket.tags}}","intent2":"{{ticket.ticket_field_33190930229522}}",}The problem is: Sometimes the webhook receives the correct intent. Other times, the webhook fires but the intent field is empty. In the ticket events, I can see that AI intent detection My questions: What is the recommended way to ensure the webhook only fires after AI intent detection is completed? Is there a guaranteed event or condition that indicates AI processing has fully finished? Is mapping AI intent directly to a custom field the

I am trying to find some system for setting up an AI based prescreener for our talk system. I reached out to PolyAi, but we apparently do not meet their call number requirements. Are there other options for including voice based AI into the system?

Context: The tag ai_agent_automated_resolution is automatically added when a ticket is marked as resolved by a requester.Problem 1: It is added even if, in the meantime, the requester or an agent reopens the ticket and public replies are exchanged. This happens regardless of whether the ticket is resolved or not. Problem 2: It is not removed if, after resolution, the requester or an agent reopens the ticket and public responses are exchanged. This is true even if the ticket is set to Incident Type and Resolved by a Problem ticket (the tag should be automatically removed either when the ticket is reopened or when the next public response is made by an agent).Underlying problem: tickets are considered resolved by AI even though the final response is provided by a human agent. = AI resolution is counted in the automatic resolution counter (unless I am mistaken).Solutions: change the criteria for adding the ai_agent_automated_resolution tag and create system triggers that remove

Hey Zendesk Community, Artificial Intelligence (AI) is everywhere these days, and I’m sure your company is talking about or working on implementing it in one way or another. It’s a big topic, and one we all need to be keeping current with, which is part of why we created the AI discussion topic. To get the conversation going here, I thought it might be helpful  to start by sharing how we're each  using AI at work, or how our companies are starting to implement it. Sharing will help inspire everyone to be thinking about AI , and hopefully we can learn from each other's experiences.I’ll start. I’ve been using ChatGPT to help me summarize content within a character or word limit for social media. ChatGPT has also been a great resource for post suggestions within this AI topic in particular.  For example, I was able to ask ChatGPT to extract and summarize customer questions around AI from a number of resources including: Support tickets, Reddit posts, community posts, and q

Anyone here using AI Voice Agents integrated with Zendesk? I’d love to hear about your experience — how well it works, whether it’s worth the investment, and which platforms you’re using. I’m currently considering CloudTalk’s AI Voice Agent. Has anyone tried it and can share feedback (setup, handoff to agents, ticket creation, etc.)?

See my screenshot. Only the "Everyone" option gives access to the AI messaging tool to train on. 

Please let me know how to do settings for using Zendesk AI chatbot correctly. We applied to Zendesk and got the feature to provide AI chatbot to our customers today. The widget was displayed on our Guide, but we thought it was not working correctly. Because the bot said the following message in Japanese. "Sorry, we were unable to answer your question. The following topic may be helpful."Whatever the question, he answers same. How can we get the answer based on our Guide?

I just noticed that conversations between your AI agent and customers that aren't escalated are NO MORE created as READ-ONLY tickets available in Agent Workspace. They are as Open tickets and our agenst can select them.Have you done an update? 

Hi there,Good day I would like to understand how to make the AI Agents that I am building via Ultimate AI dashboard accessible to the end users via the: https://<subdomain>.zendesk.com/hc/en-us page. This seems to be the way: https://support.zendesk.com/hc/en-us/articles/8357757747354-Connecting-your-advanced-AI-agent-to-Zendesk-Chat Can anyone let me know if I am following the right path? Also, it seems that the AI Agent need a configured email / account of its own, is this correct?

I've had a support ticket open 2.5 weeks to get some info on this but since they aren't responding I'll just ask here Has anyone used the detecting customer intent / sentiment and language feature that was introduced?https://support.zendesk.com/hc/en-us/articles/4550640560538-Automatically-detecting-customer-intent-sentiment-and-language   Wondering about its functionality within zendesk to quickly pull the information as to what customers are talking/asking about in their tickets to quickly get an overview of emerging issues etc. It seems like this is something this feature can do but its like getting blood out of a rock to get some factual and accuract data from zendesk support atm

Hi Zendesk.Could you have additional filters for the Merge ticket suggestions so we can set a hard rule to only show merge suggestions if the tickets have same intent and if tickets belongs to same group. Additionally, having options to restrict this feature for certain roles would be great.Thanks