Jeremy Korman

Hello Zendesk Users,

We're excited to highlight brand new capabilities that we've recently released.  In this edition, we have 5 demo videos covering:

1. Copilot similar tickets: Help agents find similar tickets faster 
2. Department spaces: Segment access to tickets by brand or department
3. Performance overview dashboard for AI agents
4. AI agents for voice: Automate voice support (Powered by PolyAI)
5. Simultaneous chats for customers: Multi-conversation messaging

Check out all the videos on the YouTube playlist to see these capabilities in action 📹 🤓

Hello Zendesk Users,

We're excited to highlight brand new capabilities that we announced as part of our AI Summit event.  In this edition, we cover:

1. Agent copilot with auto-assist
   1. Demo Video
   2. Help center: Using auto assist to help agents solve tickets
2. AI agents - zero training engine
   1. Demo Video
   2. Help center: Use Cases (Zero Training)
3. AI-powered knowledge
   1. Demo Video
   2. Help center: Using quick answers for generative search in tickets
4. AI insights and reporting
   1. Demo Video
   2. Help center: Announcing the intelligent triage dataset and prebuilt dashboard in Explore
5. Voice AI: 
   1. Demo Video
   2. Help center: Using generative AI to create call summaries and transcripts
6. Analytics dashboard builder
   1. Demo Video
   2. Help center: Working with the dashboard builder (Beta)

Check out all the videos on the YouTube playlist to see these capabilities in action 📹 🤓.  Also, if you want a deeper dive into key announcements from the AI Summit, be sure to join our upcoming Webinar: Zendesk AI Summit Deep Dive.

For even more product news, check out our monthly What's New summaries and our weekly release notes. 

Hello Zendesk Users,

We are excited to present the Q2'2024 edition of our Product Spotlight series!  We're here to highlight five brand-new features to elevate your CX.  In this edition, we cover:

1. GenAI: How to monitor your team's usage with the new pre-built dashboard
2. Zendesk WFM: Big enhancements to roles, permissions, and audit logs
3. Zendesk QA: How to monitor voice calls and AI agent interactions
4. Custom Objects: How to use tools like data importer, dynamic filters, and object triggers
5. Advanced Routing Queues: Steps to setup secondary overflow groups

Check out all 5 videos on the YouTube playlist to see these capabilities in action 📹 🤓

1) GenAI: How to monitor your team's usage with the new pre-built dashboard

More info: Overview of the Generative AI Agent Tools dashboard

2) Zendesk WFM: Big enhancements to roles, permissions, and audit logs

More info: Managing WFM roles & permissions, Announcing WFM Audit Logs.

3) Zendesk QA: How to monitor voice calls and AI agent interactions

More info: Voice QA and Announcing quality assurance (QA) for AI agents

4) Custom Objects: How to use tools like data importer, dynamic filters, and object triggers

More info: Announcing enhancements to the data importer, Announcing dynamic filtering for lookup relationship fields on tickets, Using custom objects in ticket triggers

5) Advanced Routing Queues: Steps to setup secondary overflow groups

More info: Announcing custom omnichannel routing queues

For even more product news, check out our monthly What's New summaries and our weekly release notes.

Hello Zendesk users!

We're excited to introduce you to our brand-new community topic: Product Spotlight! This is your ultimate place for the latest and greatest that Zendesk has to offer.

Here's how you can make the most out of this community topic:

- Quarterly Updates: We'll be sharing key product updates and enhancements right here, and you can expect these insights on a quarterly basis. Stay ahead of the curve by knowing exactly what's new and how it can benefit you.

- Demo videos: To make things more insightful and easier to understand, we'll accompany these updates with demo videos. Watch our experts walk you through new features and functionalities to help you get the most out of your Zendesk experience.

- Stay notified: Want to be the first to know? Simply click the "Follow" button on this page. By doing so, you'll receive an email notification every time we post new content. This way, you'll never miss out on important updates.

- Dive deeper: For those who love details, you can access a full list of every feature release by visiting our help center or checking out our release notes. It's a great way to get comprehensive insights into all the improvements and new additions.

We're committed to keeping you informed and empowered with every enhancement we make. Your feedback is invaluable to us, so as you explore the new features and updates, let us know your thoughts and experiences.

Thank you for being part of our community. Let's unlock the full potential of Zendesk together!

Stay updated. Stay ahead. Welcome to Product Spotlight ✨

Want to get up to speed on the biggest features Zendesk released in the last few months?!  Check out these videos:

Check out the help center for the full list of product updates.

Want to get up to speed on the biggest features Zendesk released in the last few months?!  Check out these videos:

Check out the help center for the full list of product updates.

Want to get up to speed on the biggest features Zendesk released in the last few months?!  Check out these videos:

Check out the help center for the full list of product updates.

For a full history of our updates, check out the help center and release notes

In this Explore recipe, you'll learn how to create a dashboard that shows detailed information about what customers are asking Answer Bot and which articles are being recommended.

This article contains the following sections:

• What you'll need
• Creating the report
• Creating the dashboard
• Further reading

What you'll need

Skill level: Intermediate

Time required: 25 minutes

• Editor or Admin permissions (see Adding users to Explore)
• Zendesk Guide Professional or Enterprise with the Answer Bot add-on

Creating the report

In this section, you'll build a table showing detailed information about the last 100 Answer Bot tickets. In addition, you'll make the article names clickable so that viewers can go straight from your report to the relevant article.

To create the report

1. In Explore, click the reports ( ) icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Answer Bot > Answer Bot - Article Recommendations, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Answer Bot answers > Attempts, then click Apply.
6. Next, create the attribute that will display the article title as a link to the article itself. In the Calculations menu (), click Standard calculated attribute.
7. On the Standard calculated attribute page, name the attribute Article and enter the following formula:

   LINK([Article translation URL],[Article translation title])

   The formula window will look like the following example:
   
   
   Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.
8. When you are finished, click Save.
9. In the Rows panel, click Add.
10. From the list of attributes, choose the following:
    • Ticket > Ticket ID
    • Time - Ticket created > Ticket created - Date
    • Ticket > Ticket status (the status of the Support ticket that was created)
    • Answer Bot answer > Answer status (The status of the suggestion provided by Answer Bot, for example, Unoffered, Offered, Clicked, or Resolved)
    • Calculated attributes > Article (the standard calculated attribute you created previously)
    • Answer Bot answer > Answer enquiry
      To see all of the available metrics and attributes for Answer Bot, see the article: Metrics and attributes for Zendesk Answer Bot.
11. When you are finished, click Apply. Explore displays the table. The next step is to perform some extra work to make the article titles link to the relevant article in your Help Center. From the chart configuration menu (), choose Chart.
    
    Tip: If you have a large Zendesk instance, you might have a very high number of Answer Bot attempts which Explore cannot load. If this is the case, consider using a date filter to restrict the amount of results that are returned.
12. On the Chart page, from the Text interpretation drop-down list, choose HTML.
13. Ensure that the Clickable URL box is checked. Now, whenever you click an article name in the table, your web browser will open that article in a new tab. 
14. Now, add a top/bottom filter to show only the last 100 Answer Bot attempts. From the result manipulation menu (), click Top/bottom.
15. On the Top/bottom page, enable Top and configure the top value to be 100. Click Apply.
16. From the result manipulation menu (), click Sort.
17. On the Sort page, click Z-A, then click Apply.
18. Finally, give your report a name like Last 100 Answer Bot tickets, then click Save.
    
    Your finished report will look similar to the following example:
    

Creating the dashboard

Now your report is complete, you'll add it to a dashboard along with three filters that enable the dashboard viewer to filter the results by answer status, answer channel, and ticket status. Once the dashboard is complete, you can share it with others in your organization.

To create the dashboard

1. In Explore, click the dashboards library icon ().
2. In the Dashboards library, click Create dashboard.
3. On the Start a dashboard page, select Blank dashboard, then click Select.
   A new, blank dashboard opens.
4. From the Add menu, choose Report.
   
5. From the list of reports, choose the report you created previously, Last 100 tickets. The report is added to the dashboard. You can drag and resize the report to make it look how you want.
6. Now, you'll add three dashboard filters to let viewers filter the results by answer status, answer channel, and ticket status. From the Add menu, choose Data filter.
7. On the Choose data filter columns page, enable the Answer status attribute and configure the following values:
   • Display: In a drop down
   • Enable Multiselection
   • Enable Select valuesThe Answer status attribute indicates the status of an answer provided by Answer Bot. Possible values include Unoffered, Offered, Clicked or Resolved.
8. When you are finished, click Apply. 
9. Add a second data filter. This time, enable the Answer channel attribute and configure the same settings as you did for the first filter.
   The Answer channel attribute is the channel on which Answer Bot interacted with the end user. Possible values include Email,Web Widget (Classic),Web form,API,SDK, and Slack.
10. Add a third and final data filter. This time, enable the Ticket status attribute and, once again, configure the same settings as you did for the first filter.
    The Ticket status attribute is the current status of the ticket itself, for example, Closed, Open, etc.
11. Click the title of the dashboard and name it Answer Bot last 100 tickets.
12. You'll now have a dashboard showing your report and the three filters you added. Drag and drop the items on your dashboard until they resemble the example below:
    

The dashboard is now complete. You can add more reports to it, add company branding, or share it with others. For more help with all things dashboard-related, see Creating dashboards. 

Further reading

For more information to help you creating Answer Bot reports, see the following articles:

• Helping Answer Bot Find the Right Articles
• Understanding how Answer Bot works with your content
• Metrics and attributes for Zendesk Answer Bot