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Creating and managing procedures for auto assist



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Erin O'Callaghan

Zendesk Documentation Team

Edited Jan 22, 2025


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6 comments

Hey team,

 

We're working in a multibrand environment and each brand may require unique procedures for the same workflow. Is there a way to restrict procedure usage based on the brand? Example: If the brand is Apple, auto-assist will only detect Apple-brand procedures, and at the same time, if the brand is Pear, auto-assist will only detect Pear-brand procedures and will make suggestions accordingly. 

 

From what I understand, once a procedure is published in Guide Admin, it becomes accessible to all groups with Auto Assist enabled regardless of the brands. My focus is on limiting procedure usage to ensure brand-appropriate workflows.

Could you confirm if this is possible or suggest an alternative solution?

 

Many thanks in advance,

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You can only see Status (Published or Draft) and Last Edit date

 

This is no history in the procedure view to show who created or last edited a Procedure.

How can you find this information?

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When will we be able to have a search bar on the process management area?
All other areas of Zendesk have search bars, including being able to search articles in Guide Admin

 

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When will we be able to tag natively in the process?

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When will we be able to see the amount of times a process has been suggested in last 24hrs, 7 days, 30 days like we can in other areas of admin? Also, if you could include the number of “approved”, “edited”, and “rejected” stats next to that, that would be amazing help to manage and improve our processes

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Is it true that there is no API endpoint yet for creating a procedure? Could simplify the creation of procedures :) 

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