Suggested articles for Description, is this possible?


  • Dan Ross
    Comment actions Permalink

    Hey Steve,

    Natively, Zendesk is only doing this off the Subject field. You could look at AI platforms that integrate with Zendesk that can provide suggestions to agents and in some cases, autoreply to the customer when the confidence in the response is high enough. These solutions are often expensive, and the AI models can take some time to train though. 

    I'd consider posting your idea for suggestions to appear from descriptions in the Product Feedback thread - a PM is most likely to see it there.



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