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Jake Bantz
Joined Apr 14, 2021
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Latest activity by Jake Bantz
Jake Bantz created an article,
Announced on | Rollout starts | Rollout ends |
September 26, 2024 | September 26, 2024 | October 3, 2024 |
The intelligent triage Explore dataset and prebuilt dashboard are now available for Advanced AI subscribers who have enabled intelligent triage.
This announcement includes the following topics:
What's changing?
An intelligent triage-focused dataset and dashboard have been added to allow intelligent triage adopters to identify opportunities for workflow improvement based on the Zendesk AI-powered intelligent triage enrichments. These improvements could include routing or business rule changes, automation, and autoreplies, as well as surface ticket topics with a high number of agent replies or long resolution times.
Why is Zendesk making this change?
By implementing an intelligent triage dataset, we offer an optimized Explore experience to interact with the metrics and attributes specific to intelligent triage while providing a variety of widely adopted metrics to help you identify room for improvement as well as measure the changes you have made in response to these intelligent triage insights.
What do I need to do?
Advanced AI subscribers will need to enable intelligent triage for at least one of the prediction types, intent, language, or sentiment. Once enabled, newly created tickets that match the criteria in your settings will have predictions added. On your next Explore sync, that data will start appearing in custom reporting and the prebuilt dashboard.
Customers who have already enabled intelligent triage will see the intelligent triage prediction data dated back to August 3, 2024. For tickets created before this date, you can use the ticket and messaging datasets to build custom reports.
For more information about the intelligent triage dashboard and dataset, please review:
- Overview of the Intelligent triage dashboard
- Analyzing your intelligent triage activity
- Metrics and attributes for Zendesk AI
If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Feb 04, 2025 · Jake Bantz
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Jake Bantz commented,
Hi Robert vanH
It is not possible to enable/disable by brand today. If you don't want the historic intelligent triage data and tags on those tickets, you could perhaps use a trigger to remove the values. Something like:
Conditions:
- (Meets All) Brand is not Brand A
- (Meets Any) Intent, Language, and Sentiment are present - this would be 3 separate conditions.
Actions:
- Set intent, language, sentiment, and their related confidence levels back to a blank value.
If you order this trigger high in your trigger list (at least before any intelligent triage based actions), it should wipe out the fields before those fields would impact your alternate brands' tickets.
As this is a workaround, I will capture your feedback for our team to look at for future enhancements, but hopefully this will help you limit the reach of intelligent triage while you try it out.
View comment · Posted Aug 12, 2024 · Jake Bantz
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Jake Bantz commented,
Hello,
I did want to offer a potential option for your use case if you have Advanced AI on your account. Here are the basics:
- Create an automation with the conditions you want to meet.
- Set the actions in that automation to add a tag of your choice.
- Create a trigger which looks for the addition of that tag.
- Set the actions of that trigger to add an internal note to the ticket (similar to this example, but without the AI specific conditions).
This should result in a similar result to what you're requesting, but just needs a trigger to finish the job.
I hope this is helpful! Please let us know if you have any questions about this configuration.
View comment · Posted May 31, 2024 · Jake Bantz
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Jake Bantz commented,
Hi Govinda,
Thanks for posting! I'm not on the Explore team, but I'm a big fan and user of it. There is the ability to hide columns when showing a table visualization. You can navigate to the Chart Configuration tool (the icon that looks like a paintbrush) > Columns:
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If you click on the 👁️ icon (in the bottom right of my screenshot), you can hide or show the specific column. Is this what you had in mind? If not, can you please share more about the configuration of your report? The chart configuration tools offer quite a bit of customization in reports, so I hope you can find what you need.
View comment · Posted May 29, 2024 · Jake Bantz
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Jake Bantz commented,
Hello everyone! Jake here from the Zendesk product team, I appreciate you continuing to express interest in this feature and sharing your individual use cases.
We apologize for the delay on our end in providing you with an updated response to your feature request. We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
We are going to close this post as “not planned”. We will leave the post open for comment and encourage you to continue to add your use cases and support but want to remind folks, as is stated in our Community Guidelines, that we can not commit to prioritizing any one piece of feedback we receive in the community.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
View comment · Edited May 17, 2024 · Jake Bantz
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Jake Bantz commented,
Hi Carrie,
Thanks a bunch for sharing your feedback on this. This behavior is common for Explore (not just Guide reporting) when reporting on events (like votes, comments, views), but the object to which the events are tied is deleted, archived, etc. The events no longer have a parent item under which we can aggregate these events. A workaround I've seen some customers use is to create a section where they can move articles that they want to archive, and instead restrict the viewing permissions to only admins or their KB team.
That being said, I will pull this into our product feedback so that we can assess this behavior for the Guide dataset as we make future dataset and dashboard updates.
View comment · Posted Apr 25, 2024 · Jake Bantz
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Jake Bantz commented,
Hi Alexia, if you are a subscriber to Advanced AI, you should be able to activate any features which don't require intents. The instructions should be in the respective documentation for each feature listed here. The requirements for intent predictions is documented in this article which can hopefully help you identify why intent isn't available on your account.
If you are still unsure what's going on from that point, please engage our support team.
View comment · Posted Apr 16, 2024 · Jake Bantz
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Jake Bantz commented,
Yes! Ctrl + z (or cmd + z on Mac) certainly work to undo. But as you called out - you may only want to change/revert part of the reply. Very valuable feedback that I'll pull in along with what you shared previously.
Thanks!
View comment · Posted Mar 22, 2024 · Jake Bantz
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Jake Bantz commented,
Hi all! These decisions are often made as data needs to be aggregated for user activities on an item like an article and digested specifically for Explore while also not impacting the front-end performance of Guide. Constantly updating something like an article record for each view (where there can be many per second) could have unwanted impacts, so we direct the data to our reporting platform which can handle such events.
I did want to highlight that a recurring export option is coming from our Explore team later this year which would hopefully solve for making the data more portable. You can read more about that announcement in Exporting datasets from Explore (Beta). The hope is that this can give the unified experience you're looking for to access your data while not having to resort to feature specific endpoints.
View comment · Posted Mar 20, 2024 · Jake Bantz
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Jake Bantz commented,
Hi Shannon,
Thanks for reaching out. I've pulled this insight into our product feedback tool to make sure it can be considered for future enhancements.
I was curious - where would you want (or what your agents) to see this comparison? Would it be in the comment composer? Some sort of undo/redo behavior? Or perhaps you visualize it in some other way?
View comment · Posted Mar 18, 2024 · Jake Bantz
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