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Installing and using the LMS Conversation Simulator app



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Rob Stack

Zendesk Documentation Team

Edited Feb 11, 2025


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Hi guys! After doing the step by step process and asking for the LMS app to create 10 tickets to 2 asigned agents, we could not manage to find those tickets. The end-user lms-bot@example.com has no tickets. Could you help me figure out why?
 

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Hi guys, after doing the step by step process on the LMS app, I asigned 10 tickets to 2 agents. However the end-user lms-bot@example.com has no tickets created. Could you help me figure out why?
 

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Hi Paula Saboia,

 

I believe this feature requires the Zendesk Quality Assurance add-on.  Do you have that?

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Hello, 

 

Can we set the bot to speak in other langages? Like French, Spanish… Thanks 

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Hey, we tried setting up the LMS, but while testing the BOT flow, it kept loading and didn't turn out as expected. Could someone help us fix this?

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I was able to create and assign the template but I am unable to see any tickets get created or assigned. Nothing shows in my assigned tickets. Are there other requirements or steps to take to see the assigned tickets? The LMS Training bot user has no tickets created.

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Kelly Danner

Zendesk Customer Care

Hi Walter & Paula Saboia - QA is not required, but we don't provide another way to score the tickets otherwise. Re: Ticket generation, we're looking into that now, stay tuned :)

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Kelly Danner

Zendesk Customer Care

Denis Menard  - Thanks for sharing! LMS is a Zendesk Labs project, so we'll incrementally release new features. We're collecting feedback from everyone post launch and will start tackling new features in a few weeks. Stay tuned :)

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Hey team, love the idea of this App but we are having a little trouble setting it up…even thought I have given people access to the app they receive the following message 

LMS Conversation Simulator:
Failed to fetch the open training records

Furthermore, when I try to test my training templates it just sits on a loading icon and doesn't actually generate anything. 

 

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Hi everyone,

I set the app up in our SB instance yesterday and everything worked fine. 

Today however, when installing it on our live instance, I'm constantly getting an error: 

I uninstalled it, installed it again. Deleted it from SB to only have it on live. Logged out, logged in, cleared cache and cookies even. Nothing seems to work. 

what am I missing? 

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Hi Zendesk team!

Excited for this cool feature, however we could not get the training ticket to reply after the initial response.

Is it possibe to have a quick call with one of your support people to review this glitch?

We tested the scenario and it worked beautifully, but once we tried assigning it, it only sent the first message and stopped there.

Another thing: We want to begin by testing this in our sandbox. This environment is not connect to our Klaus QA environment, as that can ony be connected to our production env. - how can we score this?

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HI Dan Savage, You had previously created a template and assigned training using it. However, you later deleted the template while the assigned training remained, which caused the issue. I have resolved it for you, and it should be working now.

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Noosh Can you please verify that the Custom Object feature is enabled in your account? You can do so by following this guide (https://developer.zendesk.com/documentation/custom-data/v2/getting-started-with-custom-objects/#activating-custom-objects)
 

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Hi Fayiz Qadri 

Thank you for the help. 

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Hi, let me share our bottleneck and my questions.

1.) We had “Legacy Objects” enabled not “Objects” this was the first bottleneck, LMS always said “Setup in Progress” by unspecific error, instead of just telling “enable Objects”

2.) When creating Template, the list of “Demo tickets” should be hide when Intent option is selected, or it confuses

3.) When assign an Agent, a list of Agents / Groups like Assignee List should be display, otherwise it looks liek field contain nothing, it was not clear to search here

4.) Assign work, doesnt follow any guideline, I could find tickets as i have a Ticket Created in past 4 hours view, but without set a tag and a view it´s so unsorted, also it uses default Form, but due to missing Trigger may no Priority.

I vote for having a dynamically view added to the Agents on top like “Training Active” where the tickets come in WITHOUT any ticket form or priority and able to “Solve” it without conflicting with any other business trigger, this would make it easier.

Now my question:

How to see results? If Agents perform or not? If they do correctly? When they solve a ticket?

I just spoke with the bot, and I could Solve the ticket without solution, how to grab this feedback?

Another Bug found, sometimes the bot just reply: “No message provided”.

Feature Request:

Assign work to groups / all agents / all agents in Group instead of search “per Agent”
Repeat same tickets after X time
make process that reading the link / KB Article and “Solve Ticket” to receive tickets with real examples more clear.
Add option to Agents like “You´re invited in Training program” (notification)


Thanks.

Tobias

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Hi! I created 7 test tickets and assigned them to 2 agents but no ticket was generated. 

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Hi team! Diving right into things, I have seen a few issues after we managed to get responses in tickets. Right now I don't think it's ready for us to use. 

  1. First, most of our first responses in tickets from the LMS are “no message provided”. I have attached an image of this (2). The second response is often something less, see second image attached (3). It usually takes two or three replies in my testing to get it to generate a response. 
  2. Also, the LMS bot responds so fast, that it is actually not changing the ticket status. The ticket comes in as OPEN, and then if I respond and change the ticket to PENDING, the bots' response is so fast that the ticket stays in PENDING and doesn't come back OPEN. Really expect the bot to behave the same as any other interaction with a customer, so this needs to be looked into. 

It seems that the quality of the responses in the testing environment when building out the training template is far better than what is coming through on the ticket, I wonder if there is some automation etc that is slowing it down or confusing it. 

 

We also want to ensure that these tickets are excluded from our analytics, is there something that can be implemented to ensure LMS conversations are excluded from reply time, agent reporting etc?

 

I'd love to chat to someone about all of this, so please reach out. 

Cheers!

 

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Kelly Danner

Zendesk Customer Care

Tobias Hermanns - Great feedback!

  1. Thank you for pointing this out, good call. Will update the article.
  2. Coming in the next release :)
  3. Agreed! Will prioritize. Would also like to assign to whole groups.
  4. Yes, we'll do some more callouts on making sure that these tickets are caught by your configuration. As everyone uses their own config, this could be challenging. We'll do some thinking about it. I like your idea! Maybe we could add a config option to include a system view. 
     

    Questions:

  5. You'll need QA to look at performance, or another QA tool. Alternatively, you could use Explore. We are likely going to include a dashboard of outstanding assignments, completed assignments, etc in a near future release.
  6. You mean, if an agent tries to solve the ticket without replying at all, how do we catch this? I'd suggest this is something you look at in QA to understanding how they did on their training tickets. Alternatively, you could create an explore report for training tickets set to solved or closed with <1 agent reply.
  7. Thank you for flagging! We just saw today as well and will be looking at it.
     

Love your feedback! If you'd be interested in providing more feedback on the app holistically, please let me know and I'd be happy to set something up.

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Kelly Danner

Zendesk Customer Care

Sheryl Doluna  - Do you agents have access to View the custom objects specified in the article? We can't create the tickets for the agents unless they can view those.

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Kelly Danner

Zendesk Customer Care

Chris H  - yes we're just seeing this No Message Provided error today as well - will follow up, thank you! I'm happy to take some more feedback, I'll reach out to schedule something

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