AI

Get blank screen and error 401 when rating.

We have used Zendesk over 6 years now with at least a hundred macros used thousands of times. However, when I try to enable the suggested macros, the button is grayed out. The modal says I do not have enough macro data in the system yet. How is this possible? I can generate reports based off tags that macros apply.  Granted this is our slow season and there is not much current usage, but this would be great to have in place for our ramp up. Any suggestions? 

I would like to set an automation or trigger for a notification/reminder to the assigned agent which should be fired 24 hours after OR the morning after the ticket was assigned. IF the agent has not yet updated the ticket. After the trigger or automation has been fired once I do not want it to fire again after an addditional 24 hours.  I have been testing some variations of this but not quite figured out a good way to do this. Would be thankful for any tips or help!  

I keep hearing that having a question as a title or heading helps the bot find articles better Is this true? How can adding the prefix "How can I...? How do I...? What is...?" etc, followed by a question mark improve the results when surely it's the keywords in between that would bring up a result?

Hi All We Found agent can change the CSAT by open Like of survey to another browser and give Good SurveyAre there any way to try found all agents doing this action ?    

The top search terms in our chat bot widget are things, such as "hello, hi, agent, human," etc. These are folks who clearly want to chat to a live agent. How do I have these terms trigger an automatic transfer to a live agent through messaging? Currently, the customer just receives irrelevant search results with the "Was this helpful?" question at the bottom--a TERRIBLE experience. I found this example in an article. It appears that the chat bot knew to transfer the customer to an agent when the customer entered "Upgrade my plan." However, it never explains HOW to do this. 

Hi Folks - just wondering if other people are reporting on this in a workaround way. Support recommended that I ask here.  So, our product team wants to keep track of all the questions that we get and we can tag them to monitor what type of questions people ask. Now, we can log them easily when coming directly to them and we can see what articles are clicked through most BUT is there anyway to monitor / report questions that have been asked without the user clicking on the article? For example; if a question gets answered in the actual bot but does not click through to the article. 

Hi, I have more than one question about satisfaction survey: 1- Is  satisfaction survey sent to email address only or sent through twitter or Facebook DM if ticket requester opened ticket through them? 2- If it sent through twitter or Facebook DM, is link of survey redirect the requester to another page or the requester can rate in same page of DM? Thank you in advance,

I am trying to create a chatbot using Zendesk that provides carousels/cards allowing users to select their option and then go down different paths or chatbots based on what they select. Is this possible?

Is there a solution to help AnswerBot better handle misspellings? For example, a customer asked about our integration with "What's App." Had they properly spelled "Whatsapp" the appropriate article would have been shared with the customer. It doesn't appear that adding misspellings in the labels will make AnswerBot any smarter but perhaps it should? While I've added different formats and spellings to certain articles to get them to surface in AnswerBot results, I hesitate to do this often. Let me know if I'm missing something obvious.

Hi!My client who is using Zendesk would like to change the wording that Answer Bot uses for suggesting articles to end-users. My client would like for the Bot to say : "Here is an answer that may help:" or "Here are the answers that may help:" instead of "Here is an article that may help:" (see example screenshot). It is a minor change of wording, but I suppose it something that is already predefined so it cannot be changed. Am I correct or is there a way through the Answer Bot API?

Hi there, We have an automation set up to solve tickets out after 7 days of no response. We have a separate automation setup for CSAT surveys. When I create a tag nosurvey. And add that to  "Contains none of the following" in our CSAT automation - Surveys still go out. Any help is appreciated!

Hi There ! I have used the mobile chat SDK to create a chatbot experience with triggers that helps me create a personalised experience for all the Users. Now, my problem is these triggers won't work until I login and keep the console alive. That means at-least 1 agent active always. What I require is the chatbot to work in its truest sense, like completely agentless. I would like to see if this (Agentless workflow that does not require me to go to console and login or check in the console from time to time to keep the session alive) was possible in Zendesk Chat (or) not.   Please help me out. Thanks in advance. :)

I am trying to limit the scope of articles suggested by the answer bot by following the instructions here https://support.zendesk.com/hc/en-us/articles/229167008#topic_usl_bbq_mx Unfortunately this does not work: <script type="text/JavaScript"> window.zESettings = { webWidget: { helpCenter: { filter: { label_names: 'my-label' } } } }; </script> I even tried changing helpCenter to answerBot but that didn't make a difference. <script type="text/JavaScript"> window.zESettings = { webWidget: { answerBot: { filter: { label_names: 'my-label' } } } }; </script>

Hi, I am a bit confused cause all the CSAT articles say that when you enable customer satisfaction that an automated email is created under "Automations". I have enabled this feature and nothing has been created. Am I missing something? 

I'm aware that Answer bot suggests articles based on the first 75 words of the article (or it weighs it more heavily as compared to the rest of the article). I know there's triggers as well that one can set up, but I wanted to find out if I can do triggers based on words that come from the subject line when customers submit helpdesk tickets.  I guess what I'm thinking of is 'feeding' answer bot, but I know that can't be done, just want to see if there are any other suggestions available. 

Hello Folks, Looking to see if there is a way that through Triggers or other functionality that I can have a notification go off to my agents when a ticket sits in NEW for too long based on how long the timer value was in the requested field? (Ex. Ticket sits in NEW for longer than 30 minutes, sends an email to myself as an Agent) Currently using Support Professional. Thanks in Advance.

Hello, I'm creating an Automation to send the customer a follow-up message, for when an agent responds to the customer's request, but the customer hasn't replied to the agent's response in 72hrs (calendar hrs): I have the Automation performing an 'Add Tag' action to nullifying the automation from occurring again if the customer still hasn't responded in another 72hrs.  I'm trying to create another automation for when the customer still has not replied, even with this initial follow-up message above. However, I'm not sure what conditions will need to be met for another automation to send a second (final) follow-up response letting the customer know that we are Solving/closing the ticket due to no response. This would be for when we've sent this (above) follow-up message, and another 72hrs have passed since the time that the automation above was sent.  Please advise, and thank you for your time!

Hi, We have been using Answerbot for about 4 months on tickets raised via email.  Our click-through rate is at 9.1%.  When reviewing the tickets, I can see that the customers are completely ignoring the suggestions, even when there are direct matches and solutions to their issue. Does anyone have any advice or recommendations on how we can improve the click-through rate? 

So I need the following logic: Ticket is created -> if no one in our org did answer to this ticket after 6 hours, the requester should get an automatic message Ticket is updated by requester -> again, same logic as if the ticket is newly created, if there is no answer from our org within 6 hours, the requester should get an automatic message. So an automatic message can theoretically occur once after each message from the requester. In both cases, if someone from our org answers the ticket within these 6 hours, no automatic message should be sent to the requester. Also if the requester sends a message and sends another message after 3 hours (with no answer from our team in between) he should get an automatic message after additional 3 hours of no answer from our team, so 6 hours in total after his first message. In short words: If someone sends us a message and doesn't get an answer from us within 6 hours, he/she should get an automatic message Thanks.Best regards.

If anyone knows how to create a mechanism to alert Zendesk support when a large number of emails arrive in a short time, please let me know. Since there are no people in the middle of the night, detection may be delayed when the number of inquiries suddenly increases during that time, and we are wondering if we can take any measures on the system side. It's best if you can notify slack. I also use Gmail, Trello, and zapier. Thank you for your cooperation. --- Zendesksupportにて短時間でメールが大量に届いたときにアラートを出す仕組みを作る方法についてご存知の方いますでしょうか。 深夜帯には人を置いていないため、その時間帯にお問い合わせが急に増加した際に検知が遅れてしまうことがあり、システム側で何か対策をできないかと考えています。 slackに通知できればベストです。 他、GmailやTrello、zapierを使用しています。 何卒よろしくお願いいたします。

Is it possible to send satisfaction surveys to the ticket submitter (not the requester) when the ticket does NOT have public comments? We have agents and light agents that submit internal tickets for work that needs to be done by other internal departments for client organizations. These tickets will never have public comments, and we do not want the requester to know the ticket is created. We input one of the users from the organization as the requester so the ticket will be associated with the correct organization. We would like to send satisfaction surveys to the submitter so we can have metrics on our internal departments. I do not see "submitter" as an option in either triggers or automation.  Any ideas?

I am creating an automation to fire after a week and it throws this error even though I set the ticket hours since pending is 168. `Automation could not be updated as:Automation that runs multiple times per ticket is not allowed. Use a time-based condition that is true only once (Hours since created is 24), or add an action that nullifies the condition. For example, a Priority is High condition paired with an action that sets the Priority to Urgent.`

Hi, I am trying to setup an automation to assign New tickets that DO NOT have an assignee after 60 minutes, to be automatically assigned to a random tech from a specific group. I didn't get very far once I was selecting the action, it basically makes you choose one person.