AI

Hello,I reviewed my billing and noticed that I was charged for something I do not use nor enable: Automated Resolutions Usage.I would like to know how to disable it. Regards,John

Is there a way to setup a trigger to check for newly uploaded articles? Just like how we setup web hooks for newly created tickets? I'm trying to integrate the Zendesk articles but can't find a way to determine if a new article is uploaded or not. Thank you

We are building a conversation bot which is integrated with our iOS and Android apps. For advanced functionality, such as helping users perform an action in an app, we want the bot to send them links containing url schemes which the app can then process. For example, our app's bundle id is “com.theorytestrevolution.app” and the app is able to respond to the following link “com.theorytestrevolution.app://?action={some_action}”. To let the bot know which app it is, we are making sure that custom fields are set. The field corresponding to the bundle ID is called “App” and it is visible to agents. However, it looks like to make it available to a bot we need to include the “Ask for details” step. For our use case, this is extremely inconvenient, as we literally need to tell users “Ignore this please and click Next”. Otherwise, if they see that the app field is set to something like “com.theorytestrevolution.app” they may think it is an error and they may change it to somethin

I have created an AI Agent for Messaging and it has stopped working.  When I access it within Knowledge it loads the agent but then says “Can't load messages.  Tap to retry”.  When I test the AI Agent it says "Test bot failedSomething went wrong on our end. Try again now or check back later.".It was working and then suddenly stopped.   I have deleted and created the AI Agent again but didn't resolve the problem.Can anyone assist here?  Have I done something wrong?  What can I do to fix this?Thank you

Hi Zendesk Family! I am using Zendesk Suite Professional Plan. I need help in implementing Zendesk Bot for Help Center Articles. All your help, ideas, assistance, guidance, support and thoughts are appreciated. Thank you so much in advance! 

I recognize that slack side conversation are not be able to use on trigger now.I expect to be added slack side conversations as a trigger action same like ticket or mail side conversations.I know that posting slack message as trigger action is possible, but this method cannot remain the record on ticket.   If someone know a method can achieve my request, please share it.

I am using the out of the box Zendesk AI Agent (Chatbot, Flow Builder) with the GenAI enabled. Its having trouble handling an initial question of just “Hi” or “Hello”, “Good Morning”. It responds as if it need clarification. Do I need to setup my own intents for that type of chatter? What's the best way to deal with this type of chit-chat? My last solution included this as part of its “library”. 

The bot is answering questions, but I can't see the automated replies. What could be the reason? 

Is it possible to use the Answer bot across multiple brands? It seems via the Channels option you and differentiate bot usage.

So, ChatGPT. I'm sure there are many applications that it could be used for, but I guess the Zendesk Chat is the main topic here.I've searched all over the WEB, but can't find any solid information. I was surprised to see that there is no action regarding it here either - no articles or community posts. Especially given Zendesk's attention to AI, self-service, and industry trends - ChatGPT is nowhere to be seen in those resources. I'm sure it's a hot topic somewhere in the background though, as GPT is quickly becoming a functioning service, and if I'm understanding correctly, proper API is coming soon too.Over the past couple of months, I've quickly gone through various stages: from "ChatGPT is just a thing that barely functions somewhere in a lab", to "Don't want the hassle of being an early adaptor", to "I can't ignore this any longer, how can I get the ball rolling?".I'm struggling to understand how far out the technical availability is. Is Zendesk already working on making it avail

Does anyone know if there is a way for me to get images that the user uploads into the chatbot?  Currently in my flow builder, I ask my user for their details and for them to upload an image, and i want the image to be uploaded into a ticket. The zendesk tickets api is currently being used to automatically create a ticket. Any ideas or suggestions?Thanks in advance!!!

Greetings,  I'm building a chat bot using Zendesk and realized that there is no "go back" or "return first page" feature in it. I want customers to seach for answers using the chat bot cause we integrated lots of data, but if there is no going "back" nor " return first page" option to the last mile customers will end up just checking 1 information, and I dont want that..   Q. I want to know if there's a way to create option "go back/ return home" to previous chatbot message, and how to integrate it or make it.   thanks for checking out. great day.

Hi there, We are on an enterprise plan and I have admin access but when trying to load up the Autoreply section it is showing as a blank page. I have tried logging out and in again but cant gain access.

Hello ! We're wondering if anyone had this issue, and how they've solved it. We're planning to switch from the classic answer bot to the messaging answer bot, but something has caught our eyes in the flow builder : In the classic answer bot, you can get automated articles suggestions from the keyword typed by the requester. But, it seems that this functionality is not available in the flow builder : you can only recommend 6 articles manually. Did anyone managed to add automated articles suggestion to their messaging bots ? Maybe through an API call ? I know that the default reaction of the flow builder when the question is not recognized is to search for a matching article from the requester keyword, but is there any way to actually add this to our flow ?Thanks in advance ! 

Is there an alternative way to or replace the option, "Transfer to an agent" to "Submit a request"? Currently, I have a flow builder with 5 FAQ's and planning to have another option as "submit a ticket". There isn't any available option for me to have a form in it where I can pull the ticket form into the Chatbot. Similar to what Figma has https://help.figma.com/hc/en-us  Any ideas or suggestions?   Thanks in advance!

Can we add hyperlinks in Answer Bot？

Hi there. I added automation to get feedback from the customers whose ticket is solved and the Hours since solved is 24. Unfortunately, automation has not sent any emails to the customers. The email is: <a href="https://airtable.com/shr1EMO8P0uuZpKhB?prefill_Email={{ticket.requester.email}}&prefill_Full+Name={{ticket.requester.name}}">Give Feedback</a> Could you please help me to solve this issue?

We make heavy use of the proactive tickets app, which creates a new view whenever a campaign gets run. I'd like to prevent the view from being created, but as a default behavior, it's up to the person running the campaign to remember to do it. Naturally, this isn't always done, so these views clutter the list of shared views for agents (the views are created as shared to all). I would like to run a third-party workflow that either listens for new view creations, or runs on a schedule to check for these views. Is there a way to identify these views so that they can be disabled? With other schemas, things that come to mind are values like actor_name (eg Joe) or the channel (eg via API). If not by the View object schema, can you scan the audit logs? A query like [action = create][actor_name = Joe][source_type = “view”] gets me views created, but not enough info to exclude views created via the interface

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,

  Hi all! Hope this post finds you in high spirits. Back in January, we had a fascinating discussion here about our personal engagement with AI. (See How are you starting to use AI for work?) Thanks to everyone who contributed - it truly added some great perspectives to our understanding of AI! Feel free to add your thoughts there if you haven’t yet, too. Now, let's take that conversation a step further and focus on the organizational level.  Is your company utilizing AI in any workflows? What kind of tasks is it assisting with and how has it benefited your processes? Maybe AI is streamlining customer support processes, driving productivity, or facilitating easier data management? Remember, no share is too small - whether you're in the early stage of experimenting with AI or your systems are fully AI-integrated, your insights can add a unique perspective to our collective learning and understanding of AI in business. Let's continue to explore AI together and support each o

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 admins to easily configure triggers for adding internal comments to tickets. This would improve workflow efficiency and make the t

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?