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Feedback - Zendesk AI and automation

Share your feedback, ideas and experiences related to the use of Zendesk AI, macro suggestions, automations, answer bot, and bot building.

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      We are excited to launch AI agents and automated resolutions!
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      Dear Customers, We are excited to launch AI

      Gepostet 25. Apr. 2024 · Shawna James

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      Product Feedback Guidelines & how to write a good product feedback post
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      Welcome to the Product Feedback Topic for Zendesk AI & automation! No one knows our products better...

      Gepostet 08. Jan. 2024 · Shawna James

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      Product Feature + Feature Request Post Template
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      We have launched a new feedback form for your product feedback and feature requests. This format is meant to help our PM...

      Gepostet 08. Jan. 2024 · Shawna James

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      Change the behaviour for AI responses when an agent is needed
      We see customer confusion in scenarios where:
      1. The client's issue requires the agent's involvement
      2. the...

      Gepostet 10. Mai 2024 · Viachaslau

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      Add-on licensing model issues
      I would love to utilise the Advanced AI add-on that Zendesk has released. However, it would only benefit 20-30% of our a...

      Gepostet 20. Okt. 2024 · Caroline Scott

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      Provide Zendesk Explore Reporting for AI Writing Feature Usage
      Use Case: Our customer care teams have started using Zendesk's generative AI writing tools, including t...

      Gepostet 25. März 2025 · Jordan Knott

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      Creating a "Confidence" level for Auto-Assist, so as to route tickets that Auto-Assist will be able to help with faster.
      Looking for some kind of ticket field or label that pre-lists the confidence that auto assist will be able to generate a...

      Gepostet 24. März 2025 · Francisco Serna

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      Editing privileges for AI agents
      Currently, AI agents can only be edited by an administrator. We believe that it is a security issue that only administra...

      Gepostet 07. März 2025 · 杉田 幸大

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      The AI Agents Advanced (Ultimate) 'Sources' option is not available when using AI Agent from within the Messaging widget in Zendesk
      When testing AI Agents Advanced bots via the Ultimate web interface, we see ‘Sources’. So the user is able to verify the...

      Gepostet 13. März 2025 · Stuart French

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      Possibility to save custom prompts for AI writing tool
      The enhancement of the AI writing tool with custom prompts is a cool feature, especially for translations. In this conte...

      Gepostet 18. März 2025 · Remo

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