Announced on | Rollout on |
January 21, 2025 | January 21, 2025 |
We’re excited to announce that auto assist can now read certain ticket fields. This enhancement boosts auto assist’s accuracy when suggesting the next best response to agents, helping to ensure recommendations align with your existing procedures.
This announcement contains the following topics:
What’s changing?
For customers with the Advanced AI add-on, auto assist can now read the following ticket fields:
- Assignee email
- Assignee name
- Brand
- Priority
- Requester email
- Requester name
- Status
- Subject
- Type
This means you can write procedures in plain language referencing these ticket fields as shown in the examples below, and auto assist will use this information to suggest the best responses.
Examples of how to leverage ticket fields in auto assist procedures:
- Brand-aware procedures
- Select the correct refund duration from an existing procedure based on the ticket brand (for example, Brand X is 20 days, but Brand Y is 30 days).
- Use the account verification procedure for Brand X because the ticket brand is X.
- Email confirmation
- If the requester’s email address is example@acme.com, proceed with the refund process.
Why is Zendesk making this change?
When you create procedures for auto assist, you might want to rely on ticket data to guide accurate ticket resolution. With access to these ticket fields, auto assist can create more complex procedures that fit their internal processes, as well as to eliminate suggestions from irrelevant brands.
What do I need to do?
There is no action required of you. However, you might want to revisit any auto assist procedures you’ve already created and consider adjusting them to take advantage of the ticket fields that auto assist can now access. For help, see Creating and managing procedures for auto assist.
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.
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