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Auto suggest forum topics

When user's submit requests, I'd love it if Zendesk would automatically suggest forum topics. This could be based on the auto-tagging feature so that if a new request is automatically tagged, forums tagged with the same tags would be suggested to the user before the case was submitted. As the body of content grows in the forums, fewer and fewer support requests will require direct support staff involvement.

63 comments

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    Very big +1

    Ticket deflection is a cornerstone of any good help desk / ticketing system.

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    We are still fully evaluating between Zendesk and Tenderapp, and we find that the auto suggest feature of Tenderapp will over time cut out so much work for us that it may be worth using even though it has less features. You can see the example of how the auto suggest works at http://tenderapp.com/tour/help/ 

    I would also like to back this feature for Zendesk and help users help themselves.

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    We're evaluating ZenDesk and Tender App as well. The autosuggest feature on Tender App is nice but it only suggests after a user has posted a new topic. If the user finds the topic helpful, they would need to mark their discussion topic as solved or delete it. 

     

    It would be really nice if auto-suggest would work as  the user types. Helpstream offers this. 

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    @Brian Biggs We loved Helpstream - from a functionality standpoint - when we were evaluating various KB/forum/ticketing providers... but it was a bit out of our price range...

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    I've been hearing good things about Helpstream's functionality. It would be great if I could bring a few of you into conversation over email and gather some of the stuff you really liked - feasible for you both (or anyone else that'd like to volunteer)?

    _Jake Holman
    _Zendesk

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    of course:  colinm@singlefeed.com

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    Surely. brian at fluid.com

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    Very important feature to cut down on unnecessary tickets. Any update on progress on this?

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    Relates to a similar discussion in the Community Help forum - https://support.zendesk.com/entries/161783-zendesk-equivalent-of-rn-s-smartassistant

    Could the suggested topics be based on the Related Topics widget (just add an additional step when submitting the ticket which displays the related topics and allows the user to read these prior to actually submitting their ticket)?

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    The topic suggester is great, but it would be greater if it were used to deflect new tickets by suggesting related articles when the customer is typing in his/her ticket.

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    We too find such feature very important.

    A visitor sends an inquiry, zendesk automatically scans the inquiry and finds relevant entries in the knowledgebase, and sends an autoreply to the inquiry with the suggestion to check out relevant articles. The inquirer can then be asked "Was it helpful?", if the answer is yes, the ticket is automatically closed .

  • 0

    Kayako does this very well.  Less tickets = less money and time to man the help desk.  I think a greater focus needs to be placed on this.

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    Another corollary would be suggesting relevant tickets within the end user's organization (e.g., if someone already filed this ticket or something similar).

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    @Scott Stanford great suggestion, like your thinking.

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    Any update about this? I would like to switch to Zendesk but with the amount of tickets that would come in without this feature would be too much for my staff.

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    @Scott, that is pretty awesome - we'd have to limit it to shared orgs only though.

    @Adrian, no update at the moment. This is not currently being worked on.

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    We set our homepage jumpmanual.zendesk.com to be the required starting place.  But it looks as if it is the contact form.  This way when people type in the "subject" it actually searches the forum first.  Then if it doesn't find the answer in the forums, they will be prompted to send a ticket.

    This way the only way to send a ticket is if the knowledge base has been looked at.

    There is only one problem.  The search on the home page is not very "smart."  By smart I mean that it will pick up only exact matches, it won't show a related forum if there is even one word that s not an exact phrase match.

    If I could find a way to fix that I think that solution would be perfect!

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    Nice approach! I'm guessing the guys are aware that their search needs some work - I saw a job ad or two a while back for search specialists. 

    @Jake - care to confirm or deny?

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    That's right, our search technology will see some upgrades pretty soon. 

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    That's great.  I think with the new search abilities this "tweak" would work for this solution.  It should deflect a lot of tickets.

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    @Jake - Any idea when this might be done?

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    Most likely not until next year (which isn't very far away!) while we upgrade our search tech, and indeed introduce a few other bits into Zendesk - we'll then be able to review the way in which users flow through the support process (and how you can customise it) with a much better standing.

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    Very briefly, is this planned to have any kind of email-based deflection as well? We hope to route the majority of users through web, but it would be nice if a 'simple' email like "how do I change my password?" can be replied to with a few suggested KB articles.

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    +1 for this as well as improving the search. I would look for another post here on the search topic but zen desks search is much, much too strict and seems to ignore the content of many posts.

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    Do you have any clue of when this will be able. We are still hesitating very much because of this missing feature! I will really be a great help for us and all our customers!

  • 0

    WE have found a new nice tweak using Zendesks new drop box... which is awesome.

    So.. instead of a regular form, we hid it, and added a new "ask us' tab... and that uses the new dropbox feature with the auto sugggest as well.

    The parsing of the autosuggest could use some tweaking still but we are loving the solution.

    Here is our Zendesk:

    http://jumpmanual.zendesk.com

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    @Jacob: Hah, that's pretty clever. By the way, there's a newer new version of the dropbox - you should make a new dropbox and take a look!

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    Thanks Jake :)

     

    I'll definitely take a look...  

     

    BTW we released our integration with Clickbank recently and have brought on several new and happy Zendesk customers... 

     

    We're just coming out of beta and we'll be bringing in many more.

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    @jake... is it the advanced featurres, better parsing, and cleaner output of suggestions for the new one?

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