Reviewing suggested support topics in Content Cues

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28 Comments

  • Harrison Crerar

    Is there a way to filter out articles from appearing in the recommended articles list?

    We have both internal and external articles in our knowledge base, and we want Content Cues to only provide recommendations to our external articles.

    If we can tell Content Cues to filter it's recommendations by Category/Section or Visibility level then that would be very helpful.

    3
  • Shiyu Zhu
    Zendesk Product Manager

    Currently, Content Cues doesn't support article filtering. Would you be able to elaborate on what you expect to happen when an article is filtered? Would you expect this setting to apply to all your future suggestions or just for the session? Thanks! 

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  • Harrison Crerar

    Hi @Shiyu,

    Appreciate the clarification request. The expected behavior would be,

    1. Under Support Topics, selecting an topic
    2. Select"view tickets"
    3. Select "update related articles"
    4. Using a drop down, choose from the hierarchy currently present in that Brand's help center (similar to this filter option under Manage Articles in Guide)

    This would filter the list of related articles to only include articles present in the selected Category or Section. I believe this functionality would work best as a per-session application, allowing filters to be reset the next time you start a Content Cues session.

    For additional context, we house our internal and external (customer-facing) articles in their own Categories. We want to use Content Cues to improve the health of our external articles. Typically, we have relevant external articles that may need improved labels or phrasing related to a support topic that are not being presented.

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  • Suzie Baunsgard

    If we want to take a look at Content Cues without the guide turned on, can we do that?

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  • Nicole S.
    Zendesk Community Team

    HI Suzie,

    No, you have to have Guide Enterprise enabled in order to use Content Cues.

    0
  • Rethi Gopalakrishnan

    Is there a way to change the time range for Support Topics? From 60 days down to 30, for example?

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  • Mirjam Happel

    Is there a way to see more than 3 related tickets? Very often I can not make out what kind of content would be relevant based on just 3 tickets.

    2
  • Nicole S.
    Zendesk Community Team

    Rethi Gopalakrishnan and Mirjam Happel - 

    No, neither the date range nor the number of related tickets shown can currently be adjusted. 

    If you'd like to request that functionality be changed, I encourage you to post in the Feedback on Guide topic in the community. Here's information on how to submit a feedback request

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  • Dennis Beltran

    Does Support topic take into account tickets from chats? We get tickets automatically generated from our chat sessions and primarily handle majority of customer support via chat vs regular support tickets (~ 80/20).

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  • Gail L
    Zendesk Community Team

    Hi Dennis,

    The subject of the ticket will be factored into content cues, so if you're trying to get a better sense of the topics of tickets that came in over chat you may want to have agents rename the tickets so that they aren't all "Chat with X".

    Having the agent closing the chat ticket rename the subject also means that if you are ever searching through the history of a user who chatted with your team multiple times it is easier to see at a glance what topics brought them in. 

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  • Cindy

    I agree with Mirjam Happel that it would be way more valuable to see more than 3 related tickets. I saw you already posted it in the feedback forum, Ill just share the link here for other people interested to upvote it:

    https://support.zendesk.com/hc/en-us/community/posts/360039383213-Show-more-then-3-tickets-in-Support-Topics-Content-Cues

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  • Jennifer

    Hi everyone, I just set up Content Cues and under the "Support Topics" tab I see no topics at all and I am wondering why. Please let me know how I can get more information about of Content Clues, thank you.

    0
  • Madison Davis
    Zendesk Community Team

    Hi Jennifer! So sorry to hear you're running into this trouble. My guess is that your account does not meet the requirements for Support Topics to populate:

    • Be on the Guide Enterprise plan

    • Have more than 100 support tickets from the past 60 days with at least one reply and a maximum of seven replies from either email, API, or webform

      Note: Tickets over 20 MB in size are not included.

    • Have at least five English-language Help Center articles

    Additionally, the user activating Content Cues must be a Guide Manager and have full ticket access in Support.

    Given that the other tabs are populating ok, my hunch is that perhaps you don't have full ticket access in Support? Hope that helps point you in the right direction, but please let us know if you're still having trouble!

    0
  • Patricia Turner

    Hi, I wondered how often the Update Articles tab in content cues updates. I understood it to be daily but when i look at the volume from yesterday it hasn't changed - why would that be?

    thanks in advance

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  • Madison Davis
    Zendesk Community Team

    Hey Patricia! The Articles to update tab will refresh every day but will always look back at the last 60 days. Depending on volume of traffic to your help center, I can imagine that the suggested articles might not differ drastically day to day, especially if you are not dismissing them from the list or marking them as complete. 

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  • Lisa Clark

    Hey Madison.
    Question for you. We have both our internal agent process articles in our knowledge base as well as our external user-facing articles. Because the internal docs as used so frequently by our agents, the articles that populate in the Content Cues reporting are all internal docs. I'm not able to learn anything about the performance of our external content. Is there any way to filter out (perhaps with labels?) the internal articles for Content Cues?  
    Thanks!
    Lisa

    1
  • Madison Davis
    Zendesk Community Team

    Hi Lisa! I'm sorry to say there's not currently a way to filter the article lists presented in Content Cues. I think that's a great suggestion, though, and encourage you to share it with the Guide Product team in Feedback on Guide.

    0
  • Ajackson

    I'm going through the Content Cues Support Articles tab looking for issues that suggest a need for new topics. I'm not having any luck so far. Doesn't Content Cues suggest titles for me to create? How can I see those suggestions?

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  • Maggie Ungerboeck
    Community Moderator

    Hi,

    The Support Topics tab in Content Cues shows you the common words in the tickets it pulled together to determine that a potential article is needed. For example, right now I have content cues for Change The Color and To Import Documents. If I look into the tickets for those content cues, they all contain that phrase.

    Let me know if you have any more questions or if I misunderstood your question!

    Thanks,
    Maggie

    0
  • Sanket Ghia

    Hello ZenDesk Team,

    Can you provide information as to based on what criteria/s are the 3 articles shown for the Support Topics Content Cues?

    Thank you.

    0
  • Monika Kovacic
    Zendesk Product Manager

    Hi Sanket Ghia

    We're actually modernizing the Content Cues experience as we speak and soon have this available for you (Look out for our announcements).

    In the new version we'll focus on giving you access to more tickets in your support topics instead of directly recommending articles related to each support topic. We'd be very interested in hearing your feedback on this change when you get a chance to work with it. 

    Thanks!

    1
  • Ajackson

    Hi Monika,

    My first impression is: "Wow, you're taking away a feature!" Sure, AI could get it better, but it's useful to see how close the AI gets. It's a start....a "cue."

    Couple questions?

    1. Why is taking away a feature called "modernizing"? "Modernizing" often implies an improvement. What is the "improvement" and what is the benefit?

    2. You say "instead of directly recommending articles." Are you "indirectly" recommending articles somehow? If so, I'd like to know, because it sounds like I'll have to guess about the articles you're recommending once the feature is "modernized."

    I'm a tech writer, and I want to maximize the articles available to our clients and to our support, so recommended articles is what I look for. Knowing associated articles help understand our findability.

    I wouldn't mind having related support tickets on top of the current feature. Could it be configurable as to which you'd like...tickets or guide articles?

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  • Suzie Baunsgard

    I think this will make sense for most of our use case (which is driven off of support cases) since I use analytics, votes, and release dates to pick what to update, and I need help seeing the trends in our tickets that would inspire new articles. 

    On the other hand, my teammate runs an info portal for another brand that's not driven by support tickets, and it's not an improvement for her. ¯\_(ツ)_/¯ 

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  • Monika Kovacic
    Zendesk Product Manager

    Hi Ajackson and Suzie Baunsgard

    Thanks for sharing your impressions, and it is truly appreciated! You bring an interesting point forward which we did not hear represented in our research, and I'd be very keen to have a chat with you. I'll get in touch with you through a ticket. 

    To just make sure that everyone is on the same page, there will still exist cues for support topics and articles to update/archive in Content Cues in the upcoming release.

    It is the three related articles in support topics that will be affected to make room for new exciting features while keeping the user experience simple. We believe that the upcoming release will provide you with more context to better help your customers. If this turns out not to be true for you, then we're of course very happy to learn more. 

    Thanks both!

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  • Laetitia Bonaldo

    Hi Monika!

    I just read your announcement and I'm super intrigued with the improvements. Thanks for clearly laying them out for us.

    In this article, the following note is mentioned:

    "You cannot view tickets that are closed before they are detected by Content Cues. This is the reason why there could be a discrepancy between the amount of tickets you see, when clicking view tickets and the total count of tickets assigned to the support topic."

    I was wondering what Support would need to do to increase the number of tickets that Content Cues detects and reduce this discrepancy? I'm not sure we understand how the Content Cues detection works, essentially. This way, Technical Writers, like myself, would have more tickets included in the list that we can analyze for insights when we click View Tickets.

    Also, do you have best practices for Support ticket labels to improve the performance of Content Cues?

    Very Best,

    Laetitia

    0
  • Ariane Frances dela Cruz
    Zendesk Customer Advocate

    Hi Laetitia

    Unfortunately, it’s not possible to influence the number of tickets that Content Cues detects because it is done automatically by our algorithms. You can look for common keywords and phrases that are on at least 11 tickets, and then add as a Support topic. As for best practices and closed tickets that were not detected immediately by Content Cues, it’s still a brand new feature that is being reviewed and improved by on the feedback we receive from our users. I encourage you to share this with our Product Team in Feedback on Guide.

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  • Gwyn Mabo

    When clicking the View Tickets button, it shows 0 in all the sections, even though it shows a preview of 3 tickets as expected. I am an Administrator. What might be causing me to be unable to view the tickets feeding into the content cues?

    0
  • Ariane Frances dela Cruz
    Zendesk Customer Advocate

    Hi Gwyn,

    I would love to further check this for you. I’ll be opening a ticket for this concern and please expected an email shortly.

    0

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