Issue symptoms
When I use AI auto assist to get suggestions, I encounter an error saying that auto assist isn't able to suggest anything because no procedure is available.
Auto assist doesn’t suggest relevant replies, macros, or actions from my help center. Instead, it gives generic responses that don’t fit my business, even when the customer’s questions are clear.
Resolution steps
This error means auto assist cannot find a matching procedure for your customer's request. Auto assist relies on procedures created by admins to provide useful suggestions tailored to your business.
When no relevant procedure exists, it attempts to provide suggestions based on public help center articles in the ticket’s brand and language. If no public articles exist, it defaults to its base LLM (large language model) which may provide less accurate responses.
To resolve this:
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Verify your procedures
- Check if there are any procedures that match the topics your customers raise
- Confirm procedures are associated with the correct brands and languages
- If no procedures exist, you must create them to enable auto assist to suggest accurate solutions
- Review your help center articles
- Ensure that relevant articles are published publicly and tagged correctly
- Confirm articles use consistent product names and terminology to help auto assist match them effectively
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Create and publish procedures
- Use existing internal agent documentation as a starting point
- Write clear, concise, step-by-step instructions directed at agents
- Include actions or macros to automate ticket updates or replies where possible
- Publish procedures and associate them properly to brands
- Test your procedure before publishing
- Use the testing tools in Zendesk to validate the procedures actually appear as suggestions in tickets
- Refine steps to make them clearer if auto assist does not suggest your procedure
For more information, see this article: Using auto assist to solve tickets.