Reshma Patel

I added a feedback item to the community to add the ability to export conversations - please upvote if you would also find this helpful - https://support.zendesk.com/hc/en-us/community/posts/7898914335514-Bot-Improvements-to-automated-unresolved-questions

In wanting to use the data within the unresolved questions within a bot flow,  I am suggesting a few improvements:

1. There should be a way to export the conversation so we can view it holistically, analyze the data, and send it to others and make improvements 
2. There should be a way to search the conversations by name or user ID. I was trying to match up our reporting with users that clicked on “no this was not helpful” and it was very tedious to go through it one by one to find the matching conversation. 
3. There should be a way to clear/dismiss the feedback once we viewed. Overtime, I imagine this screen being pages and pages long. There needs to be a way to clear the reviewed unresolved questions, so we can review and manage new unresolved answers. 

It is way to tedious and error prone to copy paste individual bot answers and flows from one environment to the next. We operate in a true SDLC fashion where we begin dev/config and testing in a dev instance, then move it to our uat instance, and then ultimately production. There has be a better way to move the bot answers - either through API access where we can build our own transferring utility or natively through the tool. As we continue to grow in the number of answers we have, it will become unmanageable.  

Additionally having the ability to export the answers would be great. This will allow us to compare the flow and answers between our environments and look at the data at a larger scale instead of one by one. 

I would love it if there was an export option for the macro suggestions. This way I can easily send the file to team leads that can review and build the macro if needed. It would also help analyze the data on one screen as opposed to drilling into each suggestion. I would want the export to include the following fields:

• Name
• repetitions
• agents
• suggested group
• suggested content
• ticket numbers for “based on these replies”

Allison Sargent we just discovered if you type the bullets or numbered list in Microsoft Word and copy paste into the flow builder, it does show up as expected. Try that!

100% agree. It would look much cleaner to have a bulleted list of steps as opposed to all the extra wording. 

Mark Leci can you share how you used custom code to start new conversations. We are going to run into the same issue. 

Similar post made by me here with some additional comments by customers. - https://support.zendesk.com/hc/en-us/community/posts/6180675728794-AI-Ticket-Summarization-should-also-Summarize-Internal-Notes

For anyone else interested in getting a full ticket summary on all notes not just public comments - you can upvote here - AI - Ticket Summarization should also Summarize Internal Notes – Zendesk help

Tom Dupuche any update on this - We do have bulk manage groups on our roadmap towards the end of 2022. This feature will be in the user interface not a CSV.