Understanding Content Cues

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11 Comments

  • Jake Warren

    There is a negative side effect to this feature where the content cue tag automatically being added to a ticket modifies the last update time for the ticket. Our views leverage the "updated" column so we can quickly see what tickets haven't been touched in awhile and need attention. So these content cues are preventing that visibility by updating tickets.

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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! 

    1
  • Clint Huffman

    Is there a way to define the threshold in which a support topic is recommended?  We take a large volume of cases every month - for a recommendation to be meaningful, we'd like to be able to set and tune the threshold.  

    0
  • Renée Meloche

    Hi, is there any way to mark a content cue "resolved" or indicate that it has been addressed, rather than just dismissing it? It would be helpful to have an archive of content cues to see if there are recurring issues and also to keep track of them.

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  • Dane
    Zendesk Engineering
    Hi Renée,
     
    As it turns out, content cue archives is not yet an available future. Content cues is just providing recommendation on what article needs attention. Once it has been removed from the list it will be re-evaluated after 90 days.
    0
  • Gwyn Mabo

    I would also like to be able to customise content cues, such as by excluding certain ticket types. For example, our Help Centre only documents expected functionality (not bugs) so we would like to be able to exclude bug tickets from contributing to our cues.

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  • Jupete Manitas
    Zendesk Customer Care
    Hi Clint, thank you for writing in! 
     
    Can you share more about the threshold? Generally, there is no option yet to set/define/drill when viewing Support topics but it is per brand of your help center. You can revisit this guide as well for reference: Reviewing suggested support topics in Content Cues. Thank you! 
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  • 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?

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  • Cameron

    Are there any plans to make it possible to customise - or better, turn off - content cues in any way? I have also posted in the Community about this but nothing about this feature is useful to us.

    0
  • 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. 
    -1
  • 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!
    -1

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