Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)
The instant AI Agent answers for web forms “feature” has a horrible bug by which the end user may never see the AI Agent’s response, yet an Agent sees that they received that response. When I submitted this as a bug report to Zendesk support, my ticket was closed as “working as intended”. This behavior is so broken that we have now disabled web form ticket submission.
What problem do you see this solving? (1-2 sentences)
The implementation of instant AI Agent answers for web forms is broken. The problem I see being solved is to actually fix the breakage and avoid the horrible issues that the breakage has caused.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Prior to implementation of this “feature”, when an end user submitted a support request via the web form, they received the AI Agent’s response in email (or a fallback response if the AI Agent was unable to generate a response).
Now, when the end user submits a ticket via the web form, they always receive the fallback response in email. The AI Agent’s response is presented to them on a popup from the Help Center.
But this response takes time to populate. If they end user closes the form (it has an X and a Close button) before the AI Agent’s response is filled in then the end user will never see the AI Agent’s response at all.
Note that the end user can’t even look at the ticket to see the AI Agent’s response because the AI Agent’s response does not show up in the end user’s view of the ticket in the Help Center portal, another obvious bug that was closed as “working as intended” and for which my feedback has been Parked.
Why is it such a big deal that the end user gets the fallback response and doesn’t see the AI Agent’s response? Because the AI Agent’s response is included in the ticket message stream in the Agent Workspace.
Which means the end user has been told “your ticket has been received and an Agent will respond” (the fallback response email), and hence is sitting there waiting for a reply, while an Agent looking at the ticket sees the AI Agent’s reply and does nothing with it because as far as they are aware, the end user has received the AI Agent’s reply and will follow up if they need further assistance.
This is an utterly unacceptable situation for customer support. But somehow this is “working as intended”.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
There is no workaround. We simply wound up completely disabling ticket submission via web form to avoid the risk of having our end users wind up in this situation.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
The end user should receive the AI Agent’s response in email, like they did before this “feature” was introduced. And the AI Agent’s response needs to be visible to the end user in their portal view of the ticket.
