AI

I want to create a trigger for sending an email notification to the users if the order delivery date is more than 30 days. On trigger conditions I can't see any option to set a condition like: DATE FIELD   -  is after the next  - 30 days. What would be the best way to achieve this trigger?

We need to route tickets based on choice of customers when they are in a conversation with chat bot . this will make a great effect to the bot experience and will make it easier for routing tickets to the right agent or group .

Our company was experiencing an influx of spams everyday with our web forms for the past week.  Then it stopped for a few days and then we got this message: You have too many spam.  WPspamAIbot1GPT defeating all captcha.  Maybe you can win when you pay bitcoin. Then the next day, we started getting bombarded again.  it is really overwhelming for our support team. We can't force all of our end-users to sign into our Knowledge Base to access support. Are there any other suggestions?

Hello everyone!  As a zendesk partner, we have integrated a chatbot on the chat channel. Specifically in the web widget, which is the native chat. When the bot fails to help the end user it exits the chat and transfers the same chat to a human colleague in some department. Sometimes, however, the bot transfers the chat but remains in the same chat together with the operator. So when the user writes to the human colleague he gets a response from both the bot and the human colleague.  How can I solve this problem?

Hello, are there any 3rd party apps for Zendesk Chat that use Artificial Intelligence and RPA logic at the same time?  

We want to start using CSAT but would like to see if there is a way that CSAT will only get sent out if the agent selects a specific Custom Field. The reason for this is to prevent users from creating a duplicate ticket just to submit another survey and also prevent surveys from going out too often to the same user when we have someone who writes in several times a week. I'm not sure if this would be a trigger or possibly another feature that I am not aware of.  

I want to switch from live chat to messaging and use conversational bots, but struggling with some information on how to set things up (even after spending hours reading articles). I see that I can set up multiple conversational bots, however can find 0 information about how to trigger which bot and where. For example, would I be able to set so that one bot is used on our website, and a different bot to be used in our Help Centre? Or two different bots whether someone is logged in (in-app) or not logged in (e.g. on pricing page)?Any information is appreciated!

Hello, is there a way to have Zendesk send a notification after a specific time has passed (example 2 PM CST)? Our Treasury team has a cut off time for Wires Transfers and was hoping that a notification could be sent to requesters sending in requests after that cut off time. 

Hello,   We are a B2E support team that was wondering what the best practice for tickets when the requester is no longer with the Company would be. Something more automated and less manual is better. 

Is there a maximum number of days a customer can respond to a survey?

Hi everyone,   What extensions/apps/integrations would you recommend to make a much more interactive and robust chatbot?

Good afternoon, I would like to know which version I can perform automation for pending cases to close after a deadline. I would also like to know where to identify which version I am using. Thanks in advance.

I am trying to set up an automation where one of the conditions for the ticket description contains the following string: "Org Id: Title" I tried doing Ticket: Description>Contains the following string>Org id: Title but it isn't picking up any tickets as a condition match. If I just put "Org Id: " It picks up tickets but I need it to be specifically followed by Title on the new line. Any ideas on how to set this up?

I am loving omni-channel, it has really helped us improve our SLA's and prioritisation of tickets.    However, I have just started using flow builider to improve self service. When a customer needs to speak to support, we are setting different SLA's based on urgency. Some customers are managed 'live' with a 2 minute SLA for first response and other messages are behaving like a ticket with an 8 hour SLA set for first response. We have used triggers to set the different SLA's which is working well. All tickets are being correctly tagged and the SLA set correctly.    We want omni channel to distribute the messenger and web tickets to our agents based on SLA but this is not working well because all of the tickets that are coming through the messenger channel are presenting themselves to agents as a 'live chat' and waiting for an agent to select the chat, even when its a ticket that we have tagged with an 8 hour SLA. We dont want agents to

Hello, I have a bit of an issue. Our services currently use 4 languages and we want all 4 languages to be available in our answer bot. We have tried using the auto-translate function Zendesk provided but found that the automatic translation is very unsatisfactory. Is there any other way for us to make our bots able to speak in 4 different languages and how can we prevent the bot from speaking a language different than the our customer's language?

Is Zendesk Chat Bot capable of reading attachments that are stored on a different server than the server the Help Center is located? Many of our product have just pdf links which are on our main company web site server. How would I need to go about creating this integration where the chat bot is capable of reading and presenting attachments stored on multiple servers?    

Hello, I am in the process of setting up chat for our organization, and I wanted to know how to change the Answer Bot's name and avatar in chat to something a little more human. We are a community focused nonprofit organization so it's very important that we maintain a friendly and approachable image, and being able to rebrand our AI would help a lot. I know that this is possible using the classic web widget, but I'd like to do this using the modern web widget because I also want to employ the flow builder functionality with the bot.  Thank you in advance!

hello,  does anyone know a way that if a user uses abusive language to an answer bot it can understand that and respond?eg a user says your company is S@~:@t  answer bot says  - please don't swear at me

I wanna to use muilt language text in answer bot. And I feel auto translated text is inaccurate. So I set the text into Dynamic Content(Picture 1). But it is not workable.   I already setted content, and name it {{dc.bot_msg_help}} I setted the text into follow name, but it not work. I setted it into send message, but it show me an error. I think it is not a hard implement function, and it is very useful. I suggest Zendesk can fix it quickly. 

Hello,Using Custom ticket field Date (as a due date), I would like to send notification to agents 1 day before this Due Date. Is there a way to add a condition allowing this notification to be sent on Friday (not on Sunday) when a due date is a Monday ?   Thank you

Hi there,   May I know if there's a way to make the url as hyperlink in flow builder? As we found that after adding business conditions in flow builder, even if customer would like to leave us a message, it will not create a ticket at all which means we are missing customer's messages. Therefore we would like to send message and inform customer to submit their request via zendesk form instead however I am not sure how to make the url as hyperlink. Your help is much appreciated!     

Hi every one Our company is exploring and wanting to implement AI and ML (artificial intelligence and machine learning) to better our customer experience and automate processes Does anyone have hints, tips software recommendations that they are willing to share?  

What's the best way to offer a customer repeating menu in Flowbuilder? If I want to offer a customer 4 options to compare - Product A, B, C or D - how do I allow the customer to select Product A for details and then go back to the menu offering the 4 options again? As I understand the menu options it presents an option and then I have to rebuild the menu again after every option? 

Hello, instead of having votes, if a customer states that their questions were solved or unresolved is there a way to send them a survey asking for more information? Almost like an answer bot CSAT? 

When the Bot runs an answer and tries to provide an selection of Articles it will show "Something went wrong on our end. Let’s start again." in the message/chat client. This could be related to the article itself as I can remove them and the problem goes away. However, I don't know the reason an article would cause the error or what I should change on the article. Any assistance would be appreciated.