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Brett Bowser's Avatar

Brett Bowser

Joined Apr 14, 2021

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Last activity Feb 04, 2025

Zendesk Community Manager

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ACTIVITY OVERVIEW

Latest activity by Brett Bowser

Brett Bowser commented,

Community comment Q&A - Tickets and email

Hey Jake, apologies for the delayed response and Happy New Year! 
 
I checked in on your ticket and it looks like one of our Sales reps was able to respond to you. They'll be following up once they have more information on your CSM :) 
 
Let us know if you have any other questions!
 

View comment · Edited Jan 06, 2025 · Brett Bowser

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Brett Bowser commented,

Community comment Q&A - AI and automation

Hey Nick Meisenheimer , I confirmed that our product managers are aware of this need but we don't yet have an ETA of when this will be added to their roadmap. 

View comment · Posted Dec 11, 2024 · Brett Bowser

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Brett Bowser commented,

Community comment Discussion - Tips and best practices from the community

Debs Teru you should be able to use HTML to add images within the accordion so you can share screenshots. You would just need to add your tags within

I believe. 

Hope this helps!

View comment · Posted Dec 11, 2024 · Brett Bowser

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Brett Bowser commented,

Community comment Developer - Zendesk SDKs

Hey Pavithra Selvaraj , a little late to the party here but another user wanted to point out that the problem is the trailing backslash "/" that was added after the whitelist address. Hope this helps!


 

View comment · Posted Dec 03, 2024 · Brett Bowser

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Brett Bowser created an article,

ArticleAnnouncements

Our event on November 14 focused on how to optimize your service operations with intelligent triage. Our audience heard from a panel of Zendesk experts who shared how to enhance customer support and streamlining service operations through intelligent triage practices. Sharing valuable tips on leveraging AI-driven triage solutions to automatically categorize and prioritize tickets, ensuring urgent issues receive immediate attention and improving overall workflow efficiency. Below you'll find a collection of the questions asked from other customer along with resources shared at out event and a full recording of the event!

Event Recording

Q&A Summary 

If the existing values for the intent prediction type don’t meet your organization’s needs, you can request that Zendesk create a new intent for you. You must have intents turned on to request a new intent. You may request up to 50 intents, but each intent request must be submitted separately.

When you request a new intent, Zendesk performs an evaluation to determine whether the new intent can be created. The evaluation process can take up to two weeks. To track your request, an initial email is sent to you, and you’re subsequently notified of an approval or rejection and further details.

If your intent is approved, it isn’t immediately added to your account. An approval means that Zendesk will add the intent to our standard intent model and redeploy the model to make the intent available. We anticipate the model will be redeployed one to two times each quarter.

Resources: Viewing and managing intelligent triage predictions

Absolutely! We understand the importance of flexibility in managing your business needs. That’s why we’re excited to share that administrators will soon have the ability to deactivate intents that no longer serve your business objectives.

Starting in Q1, you will have the ability to create your own custom intents in Intelligent Triage.

Yes, absolutely! Intelligent Triage enhances each ticket by analyzing the intent and sentiment of the language used. When you have your entities configured, it extracts relevant information, allowing you to take action based on that data. This means you can assign tickets to the appropriate team or department. Specifically, if the ticket contains details about a product, the feature can automatically extract that information and ensure it is directed to the right place.

Yes, Intelligent Triage can definitely assist with that! You won’t need any additional training to prioritize tickets. Instead, you can create rules and triggers based on the information available in your tickets. This allows you to adjust the priority field according to your specific business requirements. By leveraging the data you have, you can effectively identify and prioritize urgent tickets in a way that aligns with your organization’s needs.

Resources: Intelligent triage resources

Not at this time but it is something we're looking into!

Yes, it’s a good practice to inform users when they receive an automated response, regardless of whether it’s generated by AI or other means. While it’s not mandatory, clearly identifying automated replies helps set the right expectations for customers. This transparency can enhance the overall customer experience by providing context about the nature of the response.

Yes, intelligent triage is part of our Advanced AI Add-on. 

Resources: About Zendesk Advanced AI

When you activate intelligent triage, it will only analyze the tickets created from that moment on. 

Automated resolution dashboards are not part of the intelligent triage dashboard.

Resources: Managing your automated resolutions

Check out the following article: Viewing and managing intelligent triage predictions

 

Event Resources

Edited Nov 18, 2024 · Brett Bowser

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Brett Bowser commented,

Community comment Q&A - Help center and community

Hey Kevin Motylewski!

Just to confirm, you want to be able to upvote and downvote tickets in Support? I'm not aware of a way to do this but their may be an integration available within our app marketplace that may be worth looking into. 

Maybe others in the community can chime in here and offer up some alternative solutions :) 

View comment · Posted Oct 17, 2024 · Brett Bowser

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Brett Bowser commented,

Community comment Discussion - Tips and best practices from the community

This is awesome. Thanks for sharing with everyone Matthew Toenjes !

View comment · Posted Oct 07, 2024 · Brett Bowser

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Brett Bowser created an article,

ArticleAnnouncements

On September 26, the Zendesk Community hosted an event that explored how to enhance customer service by transitioning from basic Chat to Zendesk’s AI-powered Messaging. Participants learned about methods for upgrading simple chat interactions to more advanced, automated communication techniques. The session provided practical insights into using AI and machine learning to improve customer support, including the benefits of offering 24/7 assistance and personalizing customer interactions.

The event also covered the integration of Zendesk’s messaging tool across various channels, such as web, mobile, and social media, to ensure a consistent service experience. Attendees discussed the role of real-time analytics in gaining insights into customer interactions and enhancing overall support performance.

For those interested, we encourage you to access our event recording, Q&A highlights, and presentation materials. These resources are designed to support anyone looking to improve their customer service capabilities with AI-powered messaging.

Event Recording

Q&A Summary 

Yes! Enabling messaging features helps us direct you to the right resources quickly, allowing you to get answers faster. We also prioritize urgent chats, ensuring that high-priority inquiries receive immediate attention. This leads to a smoother and more satisfying experience overall.

Yes, as of April this year you have the ability to request intents in the admin center. The evaluation from Zendesk will take up to 2 weeks.

Resources: Announcing the Custom intents: Request new intent beta

Yes, messaging is included in our Suite plan, just like Chat. However, while AI can assist with resolutions, there may be costs involved depending on the specific AI agents used, like ADA or Zendesk. For more details on pricing, we recommend reaching out to your account manager.

Resources: Getting started with Zendesk AI and Advanced AI, About automated resolutions for AI agents

To successfully use both Chat and messaging, start by identifying the right channels for messaging, such as social media and native integrations. Begin by creating separate messaging brands and gradually roll them out. This allows you to see how messaging performs in real-time and refine your workflows to better suit your needs.

Resources: Welcome to messaging

Zendesk can detect a user's preferred language from their Web browser preference setting. The accept-language header, which is passed via HTTP, contains information about the user's language preference. If that is present, the language can be detected.

Resources: Adding multiple languages to Zendesk Support, Understanding and activating live conversation translation

Proactive messaging can be triggered by user actions on the page, like clicking a URL or button. For more advanced interactions, we have APIs that enable these features easily.

Resources: About proactive messages

Yes, there are AI intents for proactive messaging. The effectiveness largely depends on how you set up your bot. For example, you can prompt users by asking if they have questions if they linger on a page too long. By guiding them with structured messages, you can encourage engagement and help them find the information they need. This approach can significantly boost user interaction with your bot!

Resources: Creating conversation bot answers for common customer questions

Yes, you can link custom fields with AI agents. In the board builder, there’s an option to ask for details where you can map up to eight custom ticket fields. These fields are filled out by the user during the conversation and will be populated when the conversation is handed over to an agent. It works just like standard custom ticket fields.

Resources: Understanding the step types for bot answers

Our ML work is guided by the following principles:

  • Training data must be de-identified to remove information such as email addresses and numbers from our models and annotation resources
  • Customers must be able to opt out of training
  • We respect data deletion
  • We respect data locality in accordance with our Regional Data Hosting policy

Resources: Zendesk Trust Center

To implement AI-powered messaging effectively, focus on two key areas:

  • Bot Configuration: Start by setting up your bot to handle most support tasks. This includes enabling auto-replies and utilizing AI features to ensure your bot is available 24/7.
  • Agent Productivity: Enhance your agents' efficiency with advanced AI capabilities, such as improved options in the messaging workflow.

By combining these strategies, you can streamline support operations and optimize your workflows for better performance. Starting with the bot is a great way to kick things off!

Resources: Getting started with AI agents using bots and autoreplies, Overview of AI agents, Getting started with Zendesk AI and Advanced AI

Yes, you can release messaging to a specific segment of customers. However, it's recommend considering a broader approach by including all customers. You can customize the experience based on their status—like offering paying customers the option to chat with an agent while providing trial users with helpful articles. This way, you ensure that all customer segments feel valued and supported.

The AI uses knowledge base articles to answer customer questions by focusing on intent matching rather than just keyword matching. This means it understands the context of questions, even if they're phrased differently or contain misspellings, making it effective in providing relevant responses.

Yes, you can view the conversations customers had with the chatbot even if they don't escalate to an agent. Simply go to the bot's configuration in the insights dashboard to access transcripts of automated interactions. Additionally, our QA system can review both agent and bot interactions, providing another way to monitor those conversations.

Resources: Review bot conversation transcripts

Yes, bots retain the context from previous conversations when answering new questions. This means that even if the conversation is happening within a specific flow, the bot can remember earlier interactions, ensuring more relevant and coherent responses.

AI Agents is a large part of AI-powered messaging. It has that bot functionality to deflect tickets for common issues and hand over tickets to agents when they are more complex. But AI agents isn't the only part of AI and automation within messaging. Messaging also has automation with integrations within Agent Workspace. More specifically, omnichannel routing as an example.

Resources: Getting started with Zendesk AI and Advanced AI

Yes, our roadmap for AI agents is constantly evolving to stay competitive. One exciting feature coming soon is quality assurance (QA) for AI agents, which will help analyze their performance. We have several new features planned for the next few quarters, so I recommend speaking with your representative for more details. Additionally, you can apply to attend our AI summit on October 9th, where we'll discuss our upcoming AI features and advancements!

Currently, to use the AI agent features that access knowledge base content, you do need to have a Zendesk help center. However, you can link to an external knowledge base in other ways, such as a button in a bot answer. 

Resources: Adding rich content to answers in bot builder

Using the AI summary as a placeholder is not possible at this time, but we do have a relevant feature request.

Resources: Add AI Summarization as a placeholder to embed in Macros and Comments

 

Information on data usage can be found here: Zendesk AI Data Use Information

The second brand for Messaging won't automatically pull from your main guide or knowledge base. However, you can set up Messaging similarly to Live Chat, allowing you to effectively use both for different teams. This way, you can enjoy the benefits of both channels!

The best way to make the bot smarter is to use training phrases. We recommend using as many multiple word training phrases as possible per answer, avoiding single word phrases.

Resources: How can I improve my messaging bot to find the match I expect?

Information on migrating help center content can be found here: Migrating existing content to your help center.

Custom CSAT was just released! 

Resources: Announcing the customizable CSAT experience

 

Event Resources

Event Presentation

Zendesk AI Summit

Event Recording

 

Edited Oct 02, 2024 · Brett Bowser

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Brett Bowser created an article,

ArticleZendesk programs and services

The Zendesk Help Center is a space for the Zendesk community to connect, interact, and help each other. Personalize your profile in the help center to express your identity within the Zendesk community. It allows other members to recognize you, strengthens relationships, and fosters better communication.

Keep your profile updated to ensure that assistance or responses are better suited to your needs. These steps guide you on how to update and edit your profile in the Zendesk Help Center.

To personalize your profile

  1. Select the user profile at the top right corner of the page. Then, select My profile.

    Zendesk_help.png
  2. On your profile page, click Edit profile
    User_profile_for_zentest1_zen_–_Zendesk_help.png
  3. The Edit my profile pop-up appears. Update the details below information: 

    • Name
    • Profile photo
    • Email
    • Phone
    • Two-factor authentication
    • Description

edit my profile page.png

4. Once you've made the desired changes, click the OK button. You have now successfully updated your profile in Zendesk Help Center.

Edited Oct 03, 2024 · Brett Bowser

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Brett Bowser created an article,

ArticleZendesk programs and services

Zendesk understands that many of you have valuable insights, best practices, and questions to share. Read this easy-to-follow guide on creating a new post in the Zendesk community.

Note: Before you can create a post, you need to have a Zendesk Help Center account.

To create a post in the Zendesk community

  1. In the Zendesk Help Center, select Sign in at the top right corner. Sign in using your Zendesk Help Center credentials.
    Note: These credentials may differ from what you use to log into your own Zendesk subdomain.
  2. Select Community
    Topics_–_Zendesk_help.png
  3. The topic topic landing page opens. Choose a topic to create a post in. Select See all to view all topics within a section.
  4. Navigate to the desired topic and select New post

    Q_A_-_Help_center_and_community_–_Zendesk_help.png
  5. Enter the Title and Details of your post in the new post form Have a clear and concise title because this is the first thing the community members will see before opening the post. When filling out the Details section, provide clear and comprehensive information relevant to the Title. This will help Zendesk and the community assist you better. Include screenshots for visual context.
    New_post_–_Zendesk_help.png

    Refrain from sharing any Personally Identifiable Information (PII) in your posts or comments as this is a public community.

  6. When you are ready to publish your post draft, click New post to share it with the Zendesk community. Edit or delete your posts later if needed.

    new post tab.pngNew post edit.png
Important: Zendesk community promotes respectful and helpful discussions. Adhere to the Zendesk Community Code of Conduct and respect all members. Don't post material that could be considered offensive or proprietary in nature.

Edited Oct 04, 2024 · Brett Bowser

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