| Announced on | Removal on |
| January 13, 2025 | May 1, 2025 |
As part of our ongoing efforts to optimize our product offerings, Zendesk will remove the Content Cues feature beginning May 1, 2025. This decision allows us to focus on key elements of our roadmap that will leverage machine learning technology to significantly enhance our customers' experience in knowledge management.
This announcement includes the following sections:
What is changing?
On May 1, 2025, the Content Cues feature will officially be deprecated. While Content Cues has served its purpose, it is time for us to concentrate our resources on innovations that will deliver greater value to our customers.
Why is Zendesk making this change?
We have made this decision to prioritize the development of solutions that fully leverage machine learning technology, especially given the very low utilization of Content Cues, which indicates minimal perceived value for our customers. Retiring Content Cues will allow us to place a greater focus on delivering more advanced and impactful tools for all of our valued customers.
For customers currently using Content Cues, we have prepared alternative solutions to help facilitate a smooth transition. While none fully replicate the functionality of Content Cues, the closest alternatives include:
- Knowledge Base Gaps Discovery (Ultimate add-on) (closest alternative): Similar to Content Cues, this Ultimate feature identifies specific areas where user inquiries are inadequately addressed in the existing knowledge base and provides article insights. While Content Cues relied on tickets, this feature uses bot conversations to identify knowledge gaps.
- Explore recipe: Reporting on top searched questions and clicks by date: This reporting feature allows admins to track the most searched questions over time, highlighting areas where knowledge base content may be lacking. While Content Cues suggest specific content improvements, this approach offers a broader view of user behavior, requiring admins to interpret the data to identify actionable gaps.
- Similar tickets (Advanced AI add-on): This feature enables support teams to find tickets similar to the current one, facilitating quicker resolutions by leveraging existing knowledge. Unlike Content Cues, which proactively suggest content improvements, this solution is reactive, focusing on existing tickets rather than identifying overall knowledge base deficiencies.
- Stylo Scribe with ChatGPT: This marketplace app allows users to create knowledge base articles based on ticket data, making it easier for admins to address user needs. While both tools aim to improve knowledge base health, Stylo Scribe with ChatGPT focuses on content generation and translation, whereas Content Cues provide article recommendations based on incoming customer tickets.
What do I need to do?
No action is needed on your part regarding this announcement. If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
0 comments
Post is closed for comments.