AI

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?

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

We are using the Chatbot to deflect simple questions that agents tend to ask such as FAQ and reset instructions but if a issue is ever more we have set it to transfer to agent but when that is done all fields ( default and custom) they all populate one by one is there a way when that happens we just show all fields to be filled in ?

When using 'Ask for Details' on Bot builder is there a way to tag the form so it can be routed to our correct internal queues? I see an option for this on the 'Transfer to Agent' but not 'Ask for Details' and we would ideally like specific forms based on each answer flow.

I would like to create an automation to send out Customer satisfaction score to our merchants.The thing is we already had a trigger for this which is not optimal since it triggers instantly when the ticket is solved.I would like to set the automation to send out a CSS rating after 24 hours of the ticket being solved. My issue is that we have merchants that already have been sent the CSS rating email. These are not tagged in any special way and I can not tag them individually since there's too many tickets. How can I create an automation that only affect future tickets, not the ones already solved in the past? 

In some instances, after the Bot connects customer to an available agent, the chat hangs in the lobby with no notification given to online agent resulting in a high wait time on KPI (10 seconds) in our respective market (Papua New Guinea) I am unsure whether the issue is from our end systematically or just the bot's interactive persona to provide a feedback to customer when he or she responds after the prompt " Waiting for an agent..."

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?