AI

I am looking to create an automation that will send a message on WhatsApp to customers when our agent has not sent them an update within 2 hours. So after 2 hours a message would be sent to the customer, for example : "Hi x, apologies for the delay in updating you were are still working on your query and will be in touch with a resolution shortly."  

Hello everyone, We have recently implemented automation for sending follow-up emails to Requester (Automations//Perform these actions://Notifications: Email User//(requester and CCs)). We have configured all the necessary details and parameters, and the automation is working flawlessly. However, we cannot see the message we send as part of the ticket on Zendesk. Is it possible to have our sent message included in the ticket, or do we only receive replies from the user? Any advice or guidance would be greatly appreciated. Thank you,

We need a feature that allows admins to set up triggers for adding internal comments to tickets. This will primarily benefit our support team by enhancing the communication and management of ticket updates. Problem Being Solved: Currently, adding internal comments via triggers is cumbersome and requires API use. This feature would streamline the process, making it easier and more efficient for our support team to manage tickets. Impact of Lack of Functionality: Without this functionality, our team faces challenges in efficiently updating ticket information. This issue frequently leads to delays and impacts our overall customer service quality. Current Workaround: Our current workaround involves using APIs to add internal comments, which is not as efficient and requires technical expertise. Ideal Solution: The ideal solution is a built-in feature that allows adm

There may be a post or article on this already, but I didn't find anything when I did a quick search. Can someone confirm that Intelligent Triage does not look at voicemail transcription? Either we haven't had any Spanish voicemails since we turned it on or Intelligence doesn't review VM transcripts.

Hello, wondering if anybody else has ran into this issue.  We run a Power Automate flow to change the Requestor field (in Zendesk) to the user that submits a Sharepoint form. Without it, the ticket would have the Requestor as No Reply-Sharepoint   It worked for a while, but we are now getting a "The response is not in a JSON format." error. The detailed error message says the Request Header is too long. Microsoft's trigger is sending the request with a specific header value, I think Set-Cookie, and I'm wondering if it is too long for Zendesk. Any thoughts? 

Autoreply when keywords like 'return' 'exchange' 'cancel' are  included to assure the customer  someone will look into it, but in the meantime go to this URL?

Hi everyone, I'm thinking about creating an automatic process to Zendesk do the "3 strikes rule" then, close the ticket How can I set the tool to trigger an e-mail to users each 24 hours without an answer from their side (ticket will be on "Pending") And if the user didn't reply us after three 3 e-mails triggered, a new rule will run closing the ticket with a "no-response" macro I'm trying to understand how can we do it (It's my first time trying to create a automation rule) Could you help me ? Kind Regards, Danilo

Alright, this might be kind of a big ask--but I'm curious to hear other's ideas. The vision is to pool random tickets recently closed (say, from the past week) and put them into a queue for QA review.  My team and I have explored things like MaestroQA, but we're not looking for something as robust. Moreso just random tickets to provide praise on a job well done or opportunities for coaching team members.  Any suggestions, vague or descriptive, would be much appreciated! 

Hy everybody, Is it possible to change to the ticket subject (https://help.successcx.com/hc/en-au/articles/18320571648409), directly correlating it with the ticket fields? What do I mean by that?I aim to automate this process so that every time a ticket is created, the fields are automatically populated with the necessary information extracted from the ticket body. By implementing this automation, the subject of the ticket will be dynamically modified in correlation with the populated fields.   Do you think this is possible?

I use dynamic content in order to localize all strings on the CSAT, but specifically with the drop down options, those show the placeholder instead of the value. Is this a bug? If it isn't a bug, can this be changed to show the value instead of the placeholder?

Is Answer Bot currently available to use on Web Widget (Messaging) like it is on Web Widget (Classic)?  For example Answer Bot will search through your Help Articles and automatically suggest articles for your Customers based on their response without you having to go through Flow Builder and set everything up manually.

Is there a way to clone or duplicate the existing chatbot flow builder? 1. I want to test and play around with the current flow builder 2. I want to deploy the chatbot with the existing structure with slightly different content   Appreciate for your help! 

Hello team, I have added the below automation, however, it is not working as expected. Can anyone please confirm if there is any issues here and how can it be corrected?

Is there a way that we can have autoreply give a specific article based on answers to questions in the form? Currently, I can only get it to search as normal. When we have a KNOWN issue and article to resolve why would I want to leave it to chance that the BOT sends the article I want? 

Hi!The ticket attribute called “Satisfaction” has several values: But when I gave feedback with comment, the attribute was set to just “Good” which is incorrect as there is an option “Good with comment”:

Is there any way to undo changes made in flowbuilder that were automatically saved? Like reset to last published version? Thanks in advance for your replies. Fabian

Anyone have a chatGPT tool that can leverage private knowledge bases? So far my research only yields app that can use public knowledge. 

Hello,  I need help creating an automation. Many of my tickets don't receive a response in time and its bulking my pending inbox folder; and I would like to put them ON HOLD after 90 days have passed so I can differentiate from the rest of tickets. This should be based from the date it was first created. Can this be done?

Hi ZD community! I would like to create an automation / trigger to send a public reply when a new ticket is first received.Reason being, we are a vacation company are are about to have a product launch for the 2026 season - and each new booking will create a new ticket which reservations will have to review and reply to.I know that when this release happens we will have a BIG wave of new tickets and it will take reservations 2-3 weeks complete the follow up. I would like for the system to automatically send a reply a few hours after receiving acknowledging the new order, and informing the sender of the expected delay. I would like for this to appear as a public reply and not as the standard notification sent after a new ticket is received. thank you!

I need help on following case: We want to setup different kind of chat window / chat flow based on page from which chat is startedCase 1: Sell pageWe want to ask first whether you are type A or type B and than if type A reply with some article and if type B refer to AgentCase 2:type A in sessionWe already know it is type A so we want to send further decision questions and if not resolved then refer to agent for chatCase 3: type B in session pageHere we already know that it is type B so we want to directly start chat

I am using chat Bot web widget in my website it's awesome. Now i want to know how i can add my login user name in greeting message. Login user name will come form my database.  When conversation is start. like this "Hi Josh,  I'm here to help.   

How to make the forms work on WhatsApp and I want to make the bot message delay on WhatsApp. How do I do that?

My requirement detail: 1. I'm preparing Zendesk messaging bot for Hotel website.2. When the chat widget get started, I want to display 3 menus, Answers.   2.1) Check in - customer able to self check-in by themselves. For this menu, the bot will gather required information from the customer and transfer to the agent.   2.2) Service request - customer who stay in their room able to contact support to get more service e.g. request more blanket.   2.3) General inquiry3. For item 2.1) and 2.2) I want to prepare the QR code to comfort the customer. For example if the customer want to get service request, they just scan the QR code in their room by their mobile, then the mobile will open the hotel website and open the chat widget automatically. I understand we can add additional parameter like room number into the custom ticket field without customer to enter.4. My purpose is when the customer scan QR like Service request, can it

Is there a current AI chat plugin that will take highlighted text and revise it, expand it or rephrase it?

I have Brand A and Brand B I've created an answer bot for Brand B but when I try to link an article only articles from Band A help center appear