AI

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! 

  Happy Wednesday folks! Our second A.I. User Group session was a success! Despite some technical difficulties, we were able to walk users through a tutorial on how to write a great prompt in the context of the Zendesk ecosystem. Our session went through a common use case that we all have for A.I. - summarizing and concisely providing the context of a ticket to another team during a handoff / escalation. As always our session was accompanied by an example app that showcases this functionality which can be found here. During the session, several key best practices were shared for writing successful prompts: Clarity and Precision Ensure prompts are clear and directly address the user's needs. Avoid ambiguity to prevent confusion and misinterpretation. Always be Succinct Keep prompts concise with clear instructions to keep the LLM on track. Avoid unnecessary details that can dilute the main message. User Intent Understanding Design prompts that capture and reflect your intent

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?

Hello community friends, Hope everyone is having a great January so far! Artificial Intelligence (AI) is seemingly everywhere these days, shaping our experiences with companies in both subtle and not-so-subtle ways. From a chatbot that pops out at the corner of a webpage to the personalized recommendations that magically appear just when we need them, AI is definitely shaking things up. I thought it'd be interesting to flip the lens around and talk about our own experiences encountering AI as customers. I’ll go first! Most recently, I’ve run into an issue where I wasn’t able to get a query working in Explore and was generating an error. I plugged my formula into the chatbot to see if it could help me figure out what I was doing wrong, and lo and behold, it helped me locate a misplaced closing bracket in my formula! Now it’s your turn! Have you noticed the influence of AI in your interactions with businesses? What has stood out to you, and how has it impacted your overall customer expe

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?

Hello community friends, Hope everything's going smoothly for all of you. Given that AI is shapeshifting the future of customer service, we’re all on the same journey to understand it better.  I thought it would be helpful for us to share what resources have helped or intrigued us as we navigate AI. It could be a blog, online course, book, podcast, anything at all. As part of this conversation, I’ve included some resources that I myself have found helpful around AI and its application to customer service:  AI deep dive: Harnessing the power of AI for customer service What Impact Will AI Have On Customer Service? - Forbes AI in Customer Service: 11 Ways to Use it [+ Examples] - Hubspot Businesses say generative AI in CX has improved ROI - CX Dive You can also find a list of resources we’ve compiled in our AI Resources post which will be continuously updated as more information becomes available. These are great starters if you're new to the AI scene or just want to brush

Hello Zendesk Community! For those unfamiliar, each month the A.I. User Group hosts two events. One which is an open discussion around a topic that the group has decided to discuss in depth. Users are also able to use this session to bring up any questions or problems that they are currently facing with utilizing or implementing A.I. into their customer support workstreams. Our second session is education focused. These can be anything from a speaker joining to present on a certain facet of A.I., a technical tutorial, or a deep dive into Zendesk functionality that can be enhanced with the proper usage of Artificial intelligence. We kicked off our 2024 A.I. User Group sessions with a fantastic start this January, and it was terrific to see so many familiar faces alongside new ones! The focus of our discussion was on setting ambitious yet achievable goals for utilizing A.I. in our customer support strategies this year. Here's a brief recap for those who couldn't attend or want to revisi

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 start the Service request flow au

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