AI

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 'select' those tickets, we want

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.

If an end user has both a phone number and their email address in the profile, is it possible to set up a CSAT email that is sent to the email associated to the user, even if their ticket was created through Talk?  I'm finding that CSAT works as expected when the ticket is submitted to our email from an email address, or a ticket is submitted through our web form. However, if the original ticket is submitted via incoming phone call, even if the requestor has an email associated with their profile also, no CSAT email is sent. We really need a way to track CSAT for inbound phone calls if the email in the profile is known. 

I want to write own HTML code to customize CSAT i tried to write my code in dynamic content after that we get a placeholder through dynamic content ,so i insert that placeholder in my automation and trigger mail body, but the problem is its  render code text only ,tell me how can i write html code for that?

Hello!  I'm wondering how do you test a bot flow on messaging before setting it live and available for users? I've tried testing on the sandbox but I can't use Guide on the Sandbox so what I can test is limited since I can't include articles or automatically suggest articles by the bot. Any input is appreciated.

Hi! I am implementing the Satisfaction Survey in Zendesk. I have a concern about "Survey" feedback visibility. Can you currently limit "survey response" visibility to be seen by only an "Admin" or the "ticket assignee"? If so, how do I accomplish this without affecting overall ticket visibility?

Does anyone have an issue with emails that get auto-solved without recipient clicking yes this solved my issue or selecting an article? We have had several where customers have said they didn't click anything and the ticket auto-solved.

We set up the CSAT service a while back and it was working fine. recently we have dicovered that the links in the email sent to the clients are now broken. i am unable to understand when or why. how can i fix this? thanks

We are looking to embed our CSAT survey into our Agent signature.Typically, this is done through a separate email after the ticket is marked as Solved (24 hours after). Is there any way that we can do this? Would appreciate any insight!

Hello, I have a trigger schema that sends email notifications to agents and admins when a CSAT rating is received from the requester and provides the rating and any free text comments entered. I also have a set of triggers that provide an almost identical email notification when a CSAT survey has been updated by the requester. These update triggered email notifications to agents and admins work fine when a requester changes the satisfaction rating from good to bad, or bad to good, and it works when the satisfaction reason (drop-down box selection) is changed. What I have not been able to puzzle out is how to fire the update trigger when the rating and satisfaction reason remain the same, but the free text comment box content changes. It seems I can only trigger events based on "satisfaction" and "satisfaction reason" and I am not obviously seeing an applicable selection for "satisfaction comments." I would expect something like, "satisfaction comments" is/is not/changed to/changed from

I am trying to create a automated chat bot using Zendesk that provides answer's based on our FAQ. Is this possible?

Hi Is it possible to have button links, on a website, that when clicked, opens the chat function but at another step in the flow compared to opening the chat from the main button (bottom left)???? I am thinking maybe using the Bot and giving it keywords that are in the URL of that button, so when it gets that request it will respond to the keyword and go down the route configured for that...Maybe???? Thanks Darren

Looking to setup a View that shows all tickets (of specific criteria) that are un-closed or recently closed. Originally I had intended to use the following "Any" (OR) conditions; Status - Less than - Closed Hours since closed - (calendar) Less than - 24 However, the "Hours since" are not available as "Any" (OR) conditions, so I'm wondering if the "Hours since closed - (calendar) Less than - 24" condition (in the "All" (AND) conditions) will be enough.?.