The ask:
Auto Assist: When we choose to ‘edit’ an Auto Assist suggestion to tweak it, then while we are in ‘Edit’ mode' if a customer updates the ticket simultaneously, the content we edited will be lost. We can't save the edited content.
So, if an agent adds major (relatively time consuming) things to the suggestion, then as soon as the customer update is added to the ticket, suddenly ,the edited content vanishes, and it reverts to the original content that was suggested initially.
The above is a big pain if the customers update was insignificant (eg. correcting a typo) and if the agent has spent a lot of time editing the suggested answer.
Further background information:
We see this as a bug which needs to be fixed. However, In our ticket 13679816, Zendesk support say that this is working as designed. They say that Auto Assist is designed to generate a new suggestion in the composer each time an end user sends a new message. This resets the suggestion area with a newly generated reply based on the most recent customer context, as outlined in the product documentation: Auto assist provides a new suggestion after every customer response.This means that if an agent is actively editing a previous suggestion and the end user replies again before the edit is saved or approved, the in-progress edits will be lost as the suggestion is replaced by the new one. We apologize for any inconvenience about this.
Regarding feedback and plans for changing this, Zendesk acknowledge that this can be really frustrating to users especially when agents are in the middle of editing and their edits are overwritten by a new suggestion. However, as of the latest available information, there are no details yet on their roadmap regarding a planned change to this workflow. Any related improvements, such as support for retaining or recovering in-progress edits, or alerting agents before regenerating, have not been formally announced yet.
They advised me to raise this Community Post to request that this functionality be improved.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!