Understanding Content Cues

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  • Andrew

    Hi, Is it possible to exclude tickets from Content Cue recommendations? (via tag?)

    We have a group that sends around a lot reference material on agent created outbound tickets.  This ends up creating a lot of false positives in the content cues.

    Thank you! 

  • Clifford James Lacson
    Hello Andrew,
    Thanks for reaching out to us! My name is Clifford from the Advocacy department and I'll be the one assisting you with your concern.

    Unfortunately, there isn't a way to exclude any kinds of content at this time for the Content Cues feature. It aggregates information from all of your tickets together. I apologize for this limitation, as your workflow will produce the results you are seeing and there isn't a way around this. 

    That said, I encourage you to create a new post in the Guide Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post.

    Please let me know if you have further questions!
  • Cameron

    Hi, I'm trying to identify what the content cue tags mean so I can understand whether they're useful. However, of the 22 cues I've found in the tag list, only 11 of them are visible in the Help Center. Is there a way to find out what the rest of them are?

    Is there a way of excluding particular terms from machine learning? For example, some companies include their registration numbers in their email signature and these get included in the cues, which is extremely unhelpful. Is there a way to remove them from existing cues?

  • Dane
    Zendesk Engineering
    Hi Cameron,
    Guide admins should be able to access all information in the Content Cues. However, I'm not fully aware on what tags are you pertaining to. Can you share a screenshot of it?
    As it turns out, there's no option yet to exclude particular terms in the Content Cues Machine Learning. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 

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