Dismissing Content Cues to tidy up the suggestion list

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7 Comments

  • Sally Anne Dishong

    I'm seeing content cues that say they were created last year...why aren't they being removed automatically after 30 days as stated at the end of the article above?

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  • Dane
    Zendesk Engineering
    Hi Sally,
     
    The 30 days automatic removal is from the date it was evaluated not the date the article was created.
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  • Dan Cooper
    Community Moderator

    Dane could you add some more context on the 30 day dismissal period? 

    What is considered an evaluation?  Is that referencing when Context Cues found another relevant ticket to include in the cue?  Or is it an indicator of someone opening the cue?  We have a few that are showing as several years old but they are topics we'd expect to come up frequently (common product names) but they've been opened in the past (though not dismissed) and they still show?  Is there something we are missing for automatic dismissal? 

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  • Harper Dane

    I'd like to block or filter out requests with certain characteristics from ever being evaluated by Content Cues in the first place, as they will never contain helpful data. I'd prefer not to have to dismiss those suggestions manually every 90 days. 

    The primary filters I need are:

    • Ticket Tagsnever see suggestions based on Support requests containing a certain Tag.

    • Ticket Requesternever see suggestions generated from specific Requesters. 

    Additionally, I want to be able to see lists that show only Content Cues that came in via a particular Support channel, such as Messaging. 

    Are either of these features available somewhere I'm not seeing, or possibly on the road map?

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  • Dane
    Zendesk Engineering
    Hi Harper,

    That's definitely a neat future to have. 
     
    Would you mind posting your use case to our Feedback on Guide topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
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  • Sally Anne Dishong

    Hi Dane,

    Can you please address the questions that Dan Cooper posted above for automatic dismissals of Content Cues. It is becoming quite a chore to have to review and dismiss cues that stay in the cue so long. What constitutes "evaluation" of a cue? Why are the cues continuing to come back in from over a year ago...? Thanks.

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  • Dane
    Zendesk Engineering
    Hi Sally, 
     
    When it comes to articles being evaluated, it means that it has received an update that includes action such as updating article titles, adding new search labels, creating new content, and archiving older articles. This is entirely triggered by our machine learning. 

    If articles will continuously receive such cues, it will not be automatically dismissed in 30 days. In case you are certain that this feature is not behaving as expected, feel free to contact our Support directly and we'll be glad to help.
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