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Creating and managing actions for auto assist



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Erin O'Callaghan

Zendesk Documentation Team

Edited Oct 04, 2024


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13 comments

How can I create an action that uses the co-pilot agent to modify ticket fields? The endpoint https://photosi.zendesk.com/api/v2/tickets/{{ticket.id}}.json does not work. It cannot get the ticket.id

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David Hall

Zendesk Product Manager

Hi Luca, thanks for the question!  I would like to get more details from you about your use case, so we can make some suggestions.  I will reach out via a ticket.

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Hi

 

How can i configure the auto-assist process formatting? e.g. new paragraph, bold, italic, underline etc?
Is it simply “in new paragraph ask the customer” or “in new paragraph tell the customer” or do the new paragraphs occur if in a different step?

 

Thanks

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When will you be implementing pre-configured action for Zendesk that adds tag xxxx_xxxx to ticket?

When will you be including event stamps to show which process was offered to agents?

When will you be enabling explore reporting on the process usage (offered/edited/rejected)?

 

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We cannot get “mark as solved” to work on auto-assist. We were under the impression this was the only pre-configured action available, but when accepting the AA reply, the ‘submit as’ stays as “Open” rather than “Solved”

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David Hall

Zendesk Product Manager

Hi Ian, thanks for all the questions.  I'll need to gather some answers from a few different PMs and will come back to you shortly.  I'll also create a ticket so we can investigate why the ‘mark as solved’ option isn't working for you.

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Jakub Konik

Zendesk Product Manager

Hi Ian Marston please find answers to your questions below:

How can i configure the auto-assist process formatting? (…)

Right now auto assist does not support rich text (bold, underline, paragraphs, etc.). Auto assist will come up with its formatting of suggestions based on how procedures is phrased, and the content of conversation - it will try to mimic the way a conversation is formatted. Because auto assist is based on generative AI technology the formatting might vary ticket per ticket and might not always be the same, even for tickets that are similar. If you want auto assist suggestions to be formatted in a certain way you can preface each procedure with the way you want them to be formatted. 

 

When will you be implementing pre-configured action for Zendesk that adds tag xxxx_xxxx to ticket?

When will you be including event stamps to show which process was offered to agents?

When will you be enabling explore reporting on the process usage (offered/edited/rejected)?

All of this is on our radar but not yet have a concrete implementation timeline. Some of these things should be available in the product sometime around first half of 2025.

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Hi,

"Mark as solved” is not working for us either! 

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Hi, don't see the Mark as solved action configuration in my account. Do we get it right out of the box for this feature or does it need some implementation?

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David Hall

Zendesk Product Manager

Hi Tabish Khan , mark as solved comes out of the box and does not require any configuration.  Auto assist will automatically suggest it when it assesses that the enquiry is resolved.  You can also take more control by including directions in your procedure about how and when the conversation should be marked as solved.

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Hi Jakub Konik & David Hall

Thanks for your initial answer on formatting.

We strongly feel the key functionality we require as early adopters for Auto Assist is to be able to add tags to tickets natively.

Without this native tagging capability being available directly in the instance (without having to set-up an action API into our own zendesk instance) it makes it very difficult to report on which processes are being used (approved).

In our scenario we feel this should happen:

1. Trigger adds agent_copilot_enabled tag

2. The agent approves/edits the suggestion, then in accordance with the process adds the tag natively to the ticket e.g. add tag Auto_assist_process_WISMO when the suggestion has been approved by agent

3. We can then set-up custom reports in Zendesk Explore to report which tickets contained each process tag

 

A secondary primary feature would be for Auto Assist to be able to read the AI intent prediction field, so that we could include that condition in our Auto Assist process we have written e.g. If intent prediction is “Where is my order” use the following process.

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Thanks David but still not getting the option. Wondering how to implement it. Can you please provide more details about it?

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David Hall

Zendesk Product Manager

Hi Tabish, I'm sorry to hear you are still having trouble with this.  If it helps, we've recently published a new recipe that includes an example procedure (here).  In that procedure, the last step guides auto assist to mark the ticket as solved:

Step 7: Wrap up

  • Thank the user and wrap up the conversation.

 

Try adding something similar to your procedure.

 

If that does not work for you, I'd suggest creating a support ticket so we can take a closer look at your specific account setup, procedures etc.

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