Thank you for your feedback regarding the Content Cues feature. We understand the impact it has on your reporting and automation processes.
If you wish to have Content Cues disabled for your account, please reach out directly to Zendesk Customer Support. Upon receiving your request, our team will take the necessary steps to turn off this functionality for you.
I hope this solution will help maintain the efficiency of your reporting and automation workflows. Should you require any further assistance or have additional questions, please know that both myself and the Zendesk Customer Support team are readily available to help.
Can you provide any additional details? Why do you wish to disable Content Cues? What problem is this causing for your organization? How significant is this issue, and how frequently does it come up?
because we are not using it but we use tags a lot. When we get in the tags page in the admin panel, it makes more complicated to search and navigate the tags because it gets full of Cue_content tags that we do not need at the moment.
I would also like to disable it. Sometimes it adds tags to a ticket after an agent has done an action (not as part of the same action) and this then affects some of our automations and triggers and stops them firing.
The content_cue tags are a nuisance in reporting. It's not possible to exclude them all from reporting. I often need to exclude them one by one, which is time-consuming. Please fix the filtering so that searching for "content_cue" allows excluding all content cue tags so I do not have to exclude them individually.
This actually breaking our workflows by causing tickets to be updated randomly when tickets are pending, throwing off our automations that are based on how long a ticket has sat with "no update". I found this trying to figure out how to turn this off so that it stops breaking workflows.
Content cues make reporting harder (as others have noted) by creating tags that are difficult to exclude when reporting on ticket volumes more generally. It's not possible to exclude anything from being picked up by content cues, which means we repeatedly see them for information that's included in the email signature for everyone in an organisation (for example) or queries that don't exist in our help center for specific reasons. The feature is at best pointless for my business and I'd like to be able to turn it off entirely.
Can we have an acknowledgment from a Product person on this please? Are there any plans to allow content cue to be disabled altogether? As others have commented here, these unwanted content cue tags have an impact on our reports and tickets with these tags can't even be filtered out. In my case, we produce monthly reports with closed tickets. Every month I always see tickets closed 2 months before coming back in the new month reports because ticket update date I use as a closed ticket date has been updated by the tags and I have to manually amend the reports!!
We are attempting to create a Knock-Close automation to gain efficiencies but have found that the tag for content cues is considered an update and throws off the timing of the Knock process. This is now causing us to fail our KPIs and may preclude us from replacing our cumbersome follow-up process. Either allow us to disable content cue tagging or change the process so that adding the tag is not recognized as a ticket update.
10 comments
Official
Patrycja Walencik
Thank you for your feedback regarding the Content Cues feature. We understand the impact it has on your reporting and automation processes.
If you wish to have Content Cues disabled for your account, please reach out directly to Zendesk Customer Support.
Upon receiving your request, our team will take the necessary steps to turn off this functionality for you.
I hope this solution will help maintain the efficiency of your reporting and automation workflows. Should you require any further assistance or have additional questions, please know that both myself and the Zendesk Customer Support team are readily available to help.
Best regards,
Patrycja Walencik
0
Nicole Saunders
Hi Carlo -
Can you provide any additional details? Why do you wish to disable Content Cues? What problem is this causing for your organization? How significant is this issue, and how frequently does it come up?
-1
Carlo Dalessandro
Hi Nicole,
because we are not using it but we use tags a lot. When we get in the tags page in the admin panel, it makes more complicated to search and navigate the tags because it gets full of Cue_content tags that we do not need at the moment.
Hope makes sense.
Carlo
1
Fiona Witham
I would also like to disable it. Sometimes it adds tags to a ticket after an agent has done an action (not as part of the same action) and this then affects some of our automations and triggers and stops them firing.
Thanks
Fiona
2
Robin Stotz
The content_cue tags are a nuisance in reporting. It's not possible to exclude them all from reporting. I often need to exclude them one by one, which is time-consuming. Please fix the filtering so that searching for "content_cue" allows excluding all content cue tags so I do not have to exclude them individually.
1
CJ Johnson
This actually breaking our workflows by causing tickets to be updated randomly when tickets are pending, throwing off our automations that are based on how long a ticket has sat with "no update". I found this trying to figure out how to turn this off so that it stops breaking workflows.
1
Allen Fear
The content cue tags add noise to the tags on tickets and drown out the usefulness of other tags.
2
Cameron
Content cues make reporting harder (as others have noted) by creating tags that are difficult to exclude when reporting on ticket volumes more generally. It's not possible to exclude anything from being picked up by content cues, which means we repeatedly see them for information that's included in the email signature for everyone in an organisation (for example) or queries that don't exist in our help center for specific reasons. The feature is at best pointless for my business and I'd like to be able to turn it off entirely.
1
Pierugo Mazzaccheri
Can we have an acknowledgment from a Product person on this please? Are there any plans to allow content cue to be disabled altogether? As others have commented here, these unwanted content cue tags have an impact on our reports and tickets with these tags can't even be filtered out. In my case, we produce monthly reports with closed tickets. Every month I always see tickets closed 2 months before coming back in the new month reports because ticket update date I use as a closed ticket date has been updated by the tags and I have to manually amend the reports!!
0
Eleanor Madison
We are attempting to create a Knock-Close automation to gain efficiencies but have found that the tag for content cues is considered an update and throws off the timing of the Knock process. This is now causing us to fail our KPIs and may preclude us from replacing our cumbersome follow-up process. Either allow us to disable content cue tagging or change the process so that adding the tag is not recognized as a ticket update.
0