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Lisa Kelly

Joined Apr 14, 2021

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Last activity Feb 06, 2025

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ACTIVITY OVERVIEW

Latest activity by Lisa Kelly

Lisa Kelly commented,

CommentZendesk messaging

Hi HashHub, 
My instructions were for Chats not Messages. I still see Settings > Account > File sending on my Chat dashboard. 

View comment · Posted Jan 31, 2025 · Lisa Kelly

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Lisa Kelly commented,

CommentCustomer service best practices and recipes

Hi Laura
Just to clarify. You don't need to change any of your existing Views for your agents to still access them. This article just describes a new View that replicates the available tickets list that appeared on the legacy agent dashboard. The new Agent Home shows each agent a curated list of their assigned tickets, not all available tickets. 

View comment · Posted Jan 27, 2025 · Lisa Kelly

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Lisa Kelly commented,

CommentAnnouncements

Rollout for Agent Home as the default experience has started. The rollout started on Jan 14, 2025 and the rollout ends on Feb 24, 2025. 

View comment · Posted Jan 17, 2025 · Lisa Kelly

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Lisa Kelly created an article,

ArticleGetting started with Zendesk AI

Available on Suite Professional plans and above with add-on Available on Support Professional plans and above with add-on

Welcome to your trial of Zendesk Advanced AI! We can’t wait for you to explore the powerful features that will enhance your customer support service. With Advanced AI, you will streamline your operations, improve agent productivity, and elevate customer satisfaction. We know adopting AI can be overwhelming, so this guide will help you take it one step at a time and discover the tangible impact that AI can have on your business.

This article provides a map to maximizing your Advanced AI trial. Topics include:

Note: If you haven't started your trial already, review our Best practices guide and refer to Starting an Advanced AI trial to get rolling.

(Optional) Week 0: Optimize your knowledge base for AI

A well-organized knowledge base is crucial for helping users find answers and troubleshoot issues. Creating one is just the beginning: Your knowledge base must be tailored to meet user needs and continuously updated to remain relevant.

Why this optional step? By optimizing your Zendesk knowledge base as you start the Advanced AI trial, you'll unlock the ability to automate high-volume inquiries using our AI agents (previously known as bots) included with Zendesk Suite to quickly deliver value and provide more accurate customer support interactions.
Note: This step is not a prerequisite for setting up intelligent triage. Feel free to do this in tandem.

To optimize

  • Know your goals and users. Start by defining what you want to achieve with your knowledge base and who will be using it. Understanding your audience helps you create content that meets their needs.
  • Identify common issues. Look at frequent support tickets and popular macros to spot recurring problems. This insight will guide you in creating relevant content. Organize your information clearly, and write in a way that’s easy for users to understand.
  • Make content easy to find. Use tags and labels to boost the visibility of your articles. Implementing semantic search can also help users quickly locate the information they need.
  • Keep improving. Track how your knowledge base is performing by monitoring article views, feedback, and comments. This will help you spot areas for improvement and ensure your content stays useful over time.

Additional resources

Week 1: Get started with intelligent triage

Intelligent triage uses AI to automatically detect why a customer is reaching out (their intent), in which language the ticket is written, and whether the customer's message is positive or negative (its sentiment). You can also use entity detection to detect specific products and other key words (entities) and automate workflows based on that information.

Why this step? Setting up intelligent triage will allow you to understand your CS operations and act on insights faster, automate top recurring requests, eliminate manual triage and boost operational efficiency, and streamline your operations by identifying and acting fast on urgent issues.

Week 1, Day 1: Set yourself up for success and configure intelligent triage

  • Set goals for a successful trial. Decide which metrics are important to you and your leadership team, and configure your trial in a way that will meet your goals. Zendesk recommends orienting around the following KPIs:
    • Customer sentiment
    • Agent efficiency. First Response Time and Agent Handle Time
    • Customer experience analysis. Customer interactions and retention
  • Block your calendar. Set aside time halfway through the trial (end of week 2) and near the end of the trial (end of week 4) to track performance and make sure you are aligning to your stakeholders’ goals.
  • Notify your agents about the trial, especially the agent copilot features. Use our template to encourage your employees to try these features as soon as possible.
    Note: We dedicate Week 2 to using agent features.
  • Get set up. Configure intelligent triage.

Week 1, Day 2: Understand your operations and automate top recurring requests

  • Understand your operations. Discover top incoming request topics (intents), and shift teams’ priorities in real time to identify knowledge gaps and resolve incoming requests faster. For example, you could group together similar intents for a specific team to streamline operational efficiency.
  • Automate top recurring requests. Allow customers to self-serve across common request types (intents) where documentation is readily available, like return policy, profile update, or subscription cancellation. For example, ensure you have the right knowledge base articles to deflect tickets.

Week 1, Day 3: Eliminate manual triage

Display incoming requests to specific agent or agent groups based on the intent, custom entity (entity detection), sentiment, and language so the tickets are being tackled by the right agents. Improve the efficiency of workflows by routing the ticket to the correct approval flow based on the intent. You can assign incoming requests to the right agent or agent group automatically.

  • Use custom entity (entity detection) to detect products mentioned in tickets and show them in a view for agents.
  • Use the ticket’s automatically detected language to assign the ticket to agents who speak that language.
  • Improve workflow efficiency by routing tickets to the correct approval flow based on intent.

Week 1, Day 4: Streamline operations

  • Identify escalations easily and customize SLA rules based on intent and sentiment to prioritize requests.
  • Automatically request missing information for a request type where the mandatory field is missing and reduce multiple-touch conversations.
  • Collect critical customer information proactively and update ticket information based on intent.

Week 1, Day 5: Track your progress

Use the Zendesk intelligent triage dashboard to track your progress. The Explore intelligent triage dashboard provides valuable insights into your tickets, which can be used to improve your workflow and determine how effective your support is. For example, you can see why your users are reaching out (with intents) and how they feel (with sentiment).

Week 2: Get started with agent copilot

Why this step? Zendesk's agent copilot empowers customer support representatives by automatically generating personalized, contextually relevant draft responses to reduce response times, improve consistency, and allow agents to focus on more complex problem-solving and customer relationship building. These features provide immediate value to agents by reducing agent handle time and aiding agents in composing friendly and professional responses in seconds.

Week 2, Day 1: Familiarize yourself with agent copilot

Week 2, Day 2: Notify your team about agent copilot features

Notify your team on the copilot features they can now access if you haven’t already. View our best practices guide here to help ease them into the transition of using AI in their role. We know it can be overwhelming, and our best practices will help assuage their emotions and keep your trial on track

Week 2, Days 3 and 4: Discover more agent copilot features

Week 2, Day 5: Nearly halfway

Week 3: Launch your AI agents

Why this step? When people think of AI, they often think of bots, which we call AI agents, first. Since you’ve already optimized your knowledge base (see Week 0), these AI agents will pull in the most accurate data from that knowledge base when responding to customers on your behalf. AI agents are included in Zendesk Suite.

Week 3, Day 1: Launch your AI agents

Launch your AI agents in just a few steps, without any training required.

  • With generative replies, AI agents use knowledge from your existing help center to quickly craft accurate, conversational responses to your customers’ questions. This helps automate repetitive requests, enhancing your CX and freeing up your teams to focus on more sensitive or complex tasks. To get started:
    • Name your AI agent and choose its tone of voice.
    • Connect your brand and knowledge base.
    • Create and test your AI agent. Then you’re ready to publish it and start automating.

Week 3, Day 2: Set up AI agent personas

Set up AI agent personas to ensure your generative replies are consistently representing your brand’s voice and tone.

To set up personas

  • Make sure your AI agents are a direct reflection of your brand and are delivered in a consistent tone with AI agent personas. There are two key components of personas: tone of voice and business profile.
    • Tone of voice. You already chose a tone of voice when setting up your AI agent. You can change this setting at any time.
    • Business profile. Guide your AI agent responses by populating the business profile to ensure it understands your business and its purpose.
  • (Optional) Adjust reply length to specify if you’d like your AI agent to keep responses snappy, or if you prefer a longer response.

Week 3, Day 3: Fill in knowledge gaps

  • Fill in knowledge gaps. With time, new questions will pop up from your customers. Discover which common requests are not successfully resolved by your AI agent, and enhance your knowledge base or AI agent responses to fill in any gaps.

Week 3, Days 4 and 5: Track progress and learn more

  • Track progress. Analyze your automated resolutions data, and check in with your team to see how AI agents are improving their workday as a front line defense.
  • Learn more. The AI agent you've launched in trial is designed to help you instantly start automating customer requests using cutting-edge generative AI technology. If you're interested in additional customization and more advanced use cases, like enabling your AI agent to fully automate complex tasks, check out our AI agents – Advanced offering.

Week 4: AI dashboards and crafting your pitch

Why this step? Zendesk's AI-powered dashboards and reporting tools provide you with actionable insights to measure the effectiveness of this trial now – and in the future, to continue automatically analyzing customer interaction data, identifying performance trends, predicting potential bottlenecks, and offering predictive analytics that enable more strategic decision-making and continuous improvement of customer support operations.

Week 4, Day 1: Evaluate your trial

Now is the time to measure your trial’s success and communicate that success with key stakeholders. Compare your KPIs and stakeholder goals to your quantitative trial data and your team’s qualitative experience. You can leverage these dashboards:

Week 4, Days 2 to 5: Prepare and present your pitch

Prepare and present your pitch to key stakeholders and cross-functional partners.

  • Utilize our best practices to build your pitch to key stakeholders:
    • Highlight metrics from the trial in comparison to your stakeholder goals.
    • Introduce anecdotal feedback from your agents, highlighting specific quotes.
    • Show metrics and feedback that your stakeholders didn’t initially consider.
    • Leave them with your list of goals for Advanced AI if you were to purchase.
    • Ask them for any questions to consider when deciding to convert.
  • Customer stories. See how others are using Advanced AI to provide better customer service with AI. Check out our customer stories and filter to find one that matches your company’s use case as further validation for your pitch.
  • Future proof. Remind stakeholders that this trial was meant to give you a taste of the power of Advanced AI, but there is so much more you can do. Check out other features, like setting up shortcuts, additional copilot features, and our AI agents – Advanced add-on for example.

Week 5: Wrap up

Take one last look at your data in comparison to your goals. Export any final metrics you may need in making your pitch to stakeholders.

Your trial ends after 30 days. We hope you had a great trial experience and that AI has made your work day easier, whether it's optimizing workflows, boosting agent efficiency, or deflecting customer requests. To purchase Advanced AI, see Buying the Advanced AI add-on.

Edited Jan 30, 2025 · Lisa Kelly

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Lisa Kelly created an article,

ArticleGetting started with Zendesk AI

Available on Suite Professional plans and above with add-on Available on Support Professional plans and above with add-on

As organizations embrace AI technologies, successful adoption hinges on how effectively teams adapt to and embrace these new tools.

This guide outlines practical strategies for leaders to foster a positive culture around AI, overcome common resistance points, and empower teams to leverage AI as a collaborative partner in their daily work. It includes the following sections:

Starting an Advanced AI trial

Zendesk Advanced AI is a set of features that expand on the AI offerings already built into the Zendesk Suite. You can try it out the Advanced AI add-on before purchasing. This test-drive enables you to work with Advanced AI features before making a final decision to purchase. You must be the account owner or a billing admin to start the trial.

If your plan is eligible, you'll see an banner on the Subscription page in Admin Center. Otherwise, you can contact Zendesk Sales and ask about starting an Advanced AI trial. For more information about how Zendesk trials work, see Trying out a plan or feature upgrade.

You can start your trial before or after you review the material in this article.

Help agents view AI as a problem-solving partner

  • Instill the belief that AI exists to serve agents and simplify their work.
    • When you’re introducing AI, clearly communicate the benefits that agents can expect and how AI will help agents in their roles.
  • Give agents a voice in the AI implementation process.
    • Conduct surveys and focus groups to understand agents' concerns and expectations.
    • Create your AI guidelines and processes alongside agents to make sure they’re bought into the implementation experience.
  • Allow agents to experiment and familiarize themselves with AI.
    • Allow agents to experiment with AI before it becomes a standard part of their work, like a sandbox.
    • Ask for agents' early feedback to be based on direct experience. Fear and uncertainty can cause them to reject new technology, while giving space for agents to familiarize themselves with AI can shift their preconceived notions and make change less concerning.

Implement deliberately to build trust

  • Document exactly how to use AI with demos and training.
    • Document how you’re adding AI to agents’ workflows and share training resources on best practices.
    • Showcase how AI works with side-by-side, before-and-after demos contrasting agent experiences with and without AI. This demonstrates how AI handles tedious parts of agents’ jobs, allowing them to focus on more meaningful work.
  • Set baseline performance metrics to quantify success.
  • Roll out a targeted pilot to prove value.
    • Consider choosing a specific support channel to implement a targeted AI pilot.
    • Use this trial to gather stats on the value of AI and share those widely.
    • To show AI’s value, consider turning on AI, then turning it off to compare the performance before and after.

Onboard your new agents faster

  • Lean on AI agents (previously known as bots) to gather all the right customer context before handing tickets over to an agent.
  • Improve productivity with tailored insights and next steps from AI.
  • Automatically route tickets with AI to develop your agents’ skill set.
    • Consider gradually increasing the complexity of the requests agents handle as they learn.
    • Use AI to route tickets to the right person based on their skill level and capacity.
    • As agents ramp up, you can automatically route them to more complicated issues.

Consider team performance and service quality

This is especially important when considering the challenges teams are facing. Challenges like surging ticket volumes, distributed teams, and new customer preferences. AI-powered workforce management (WFM) and quality assurance (QA) allow you to stay agile and manage these challenges. Contact Zendesk Sales for more information.

  • Implement workforce management to streamline forecasting, scheduling, and productivity, which enables your team to meet customer demand as it changes in real time.
  • Implement quality assurance to track your service quality. QA can score interactions, analyze trends, and identify opportunities for your team to improve.
  • Taken together, these tools make sure everything is running smoothly, across both your human teams and the AI systems you’re using.

Harness insights for continuous improvement

  • Establish automated feedback loops where agents flag flaws in support.
    • Create feedback loops where agents can quickly flag inaccurate AI responses. This promotes engagement and provides systematic feedback on how to improve. For example, create an internal Community site for this purpose.
  • Closely monitor analytics for trends and insights to improve.
    • Evaluate AI-powered reporting on trends across your customer base using resources like the Intelligent triage dashboard. Keep an eye out for problem areas like tickets with a high number of agent replies or long resolution times for particular issues.
  • Offer a dedicated forum to keep agents informed.
    • Set up a dedicated forum, such as a Slack channel or recurring meeting, to keep agents updated and encourage feedback sharing. This helps foster an environment where agents feel valued and empowered to contribute to improving things.

Conclusion

Successful AI adoption is an iterative process that requires ongoing attention, agent feedback, and continuous refinement. By maintaining open communication channels and demonstrating AI's tangible benefits, you can foster a workplace where agents view AI as an invaluable partner in delivering exceptional customer service to your customers.

Edited Feb 03, 2025 · Lisa Kelly

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Lisa Kelly commented,

CommentCustomer service best practices and recipes

Hi Ron
Thanks for asking. You have to select “Status” or “Status category” as the first Condition, not “Ticket status” See screen capture below. 

View comment · Edited Jan 13, 2025 · Lisa Kelly

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Lisa Kelly created an article,

ArticleManaging your account

Available on Suite Professional plans and aboveAvailable on Support Professional plans and above

Are you using your Zendesk account to its full potential? Here are some account upgrade suggestions you can use to make sure you get the best possible results from Zendesk. These upgrade recommendations are based on our analysis of data from customers who have already successfully upgraded.

Tip: Try it for free before buying! If you have a Zendesk Suite Growth plan or higher, you can test drive any of the features mentioned in this article. Contact Zendesk Sales or Customer Support and ask them to create a sandbox test environment in your account.

Scenario 1: I have more than one Zendesk product

Could I save money by upgrading from Support to Suite?

If you have a Zendesk Support-only account with one or two additional Zendesk products, you might benefit from upgrading to a Zedesk Suite account.

Good candidates for an upgrade to Zendesk Suite have the following characteristics:

  • Account usage
    • You already have multiple Zendesk products, including Talk, Explore, Chat, or Guide.
    • You have more than 11 agent seats and a high number of tickets per agent.
  • Ticket volume and automation
    • You have a high total of new tickets.
    • You have a high number of one touch tickets.
    • You have a high number of ticket automations, tags, and macros.
  • Help center usage
    • You have an active help center with a high number of knowledge base articles.

If most of these conditions apply to your account, the price you’re paying for multiple products when you are a heavy user of the product might be more expensive than the price you would pay for the same number of seats and plan level on Zendesk Suite. See Upgrading to Zendesk Suite or contact Zendesk Sales.

Scenario 2: I use a lot of automated resolutions

Will I be covered during high-volume, peak periods?

If your account uses automated resolutions to resolve customer support requests, it’s a good idea to make sure you are covered when your ticket volume increases. For example, during major product releases or seasonal events.

You get a set number of automated resolutions when you purchase agent seats in Suite or Support, but you might need to extend this amount. Your current automated resolution usage is often the best way to help you determine if you need to purchase more. See Monitoring your automated resolution usage.

Good candidates for increasing automated resolutions have the following characteristics:

  • You have Messaging activated on your account.
  • You are above or nearing 80% of your current allocation for automated resolutions.
  • You have increased your automated resolution usage significantly in the last 30 days.
  • You have a high ticket volume per agent.
  • You have a high number of one touch tickets per agent.
  • You use a large number of macros.

If most of these conditions apply to your account, you may be able to save money and time by purchasing more automated resolutions. Also, the more automated resolutions you purchase in advance, the better the price per resolution. See Adding automated resolutions to your subscription or contact Zendesk Sales.

Scenario 3: I want to improve my support performance

How can I gather insights from existing tickets?

Have you considered adding Zendesk QA to your product list? With Zendesk QA, we review conversations and give you instant insight into your support performance. Your customers get a more consistent experience, which builds loyalty—and long-term revenue.

Good candidates for Zendesk QA have the following characteristics:

  • Account usage
    • You have a high number of agent seats.
    • You have a high volume of tickets per agent.
    • You’ve already purchased other Zendesk AI products, including Zendesk WFM.
    • Your Service Data is stored in a US Data Center Location.
  • QA-related priorities
    • You’ve installed a QA app from the Zendesk Marketplace.
    • You have CSAT scores activated for email and messaging.
    • You use automated resolutions.
    • You have a number of QA-related roles and groups defined for your team members.
    • You have a number of QA-related web page visits.

If most of these conditions apply to your account, consider using Zendesk QA to improve your service performance. With Zendesk QA, you can review 100 percent of agent conversations, identify churn risks and outliers, view performance trends, and more. See Buying Zendesk Workforce engagement management add-ons or contact Zendesk Sales.

Scenario 4: I have a large number of agents

How can I get help managing their workload and schedules?

Zendesk Workforce management (WFM) analyzes your historical data to predict staffing needs in a given day, month, or season to help you cut down on overtime costs and lower wait times for your customers. You can create schedules down to the minute, including training, breaks, and ticket types. Agents get full visibility too, so everyone is on the same page.

Good candidates for Zendesk Employee Services have the following characteristics:

  • You have more than 30 agent seats.
  • You had more than 1500 tickets in the last six months.
  • You have a high number of one-touch tickets.
  • You have a high number of triggers, automations, and macros.
  • You have a high number of knowledge base articles with many active help center users.
  • You use a lot of custom ticket forms and custom ticket layouts.

If most of these conditions apply to your account, consider using Zendesk WFM to manage your agents’ workload and schedules. See Buying Zendesk Workforce engagement management add-ons or contact Zendesk Sales.

Scenario 5: Data privacy and security is one of my company’s top priorities

How can I make my Zendesk account more secure?

If you handle a lot of sensitive data in your account, Zendesk’s Advanced Data Privacy and Protection (ADPP) add-on adapts to a wide variety of security and compliance needs, including data security, data privacy, logging, and monitoring.

Good candidates for the ADPP add-on have the following characteristics. You have an Enterprise plan or higher with these features activated:

  • IP restrictions
  • Secure ticket attachments
  • Automatic credit card redaction
  • Third party deletion apps
  • Private ticket groups
  • Automatic deletion of PII from audit logs
  • A high-security password policy

If most of these settings apply to your account, consider using Zendesk’s ADPP add-on to enhance your account security. See Buying the Advanced Data Privacy and Protection add-on or contact Zendesk Sales.

Scenario 6: I want to leverage the latest in AI technology to enhance my agents’ productivity

Do you have a special package for that?

Zendesk agent copilot is a set of AI-powered features focused on making your agents more productive while still allowing them to provide a high level of customer service. These features surface helpful insights, proactively suggest next steps, and can even execute agent-approved actions, increasing agent efficiency as well as customer satisfaction.

Good candidates for agent copilot have the following characteristics:

  • You have:
    • A high number of tickets per agent, including a high number of new tickets
    • A high number of deflected tickets
    • A high number of one touch tickets
    • A high number of macros to reply to tickets
  • You have a high number of knowledge base articles with many active help center users.
  • You’ve designed many custom ticket forms and custom ticket layouts for your agents.

If most of these conditions apply to your account, consider taking advantage of Zendesk’s AI offerings. You must have a Professional plan or higher with the Advanced AI add-on to use agent copilot. See Buying the Advanced AI add-on or contact Zendesk Sales.

Edited Jan 22, 2025 · Lisa Kelly

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Lisa Kelly commented,

CommentAnnouncements

The removal date has been changed to December 13, 2024. 

View comment · Posted Nov 27, 2024 · Lisa Kelly

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Lisa Kelly commented,

CommentTeam members and groups

Hi Ashton, Account owners can give other admins permission to manage light agent seats by making them billing admins.  See Allowing admins to manage subscriptions

View comment · Posted Nov 22, 2024 · Lisa Kelly

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Lisa Kelly commented,

CommentSetting up Agent Workspace

Hi Jason
As the article mentions,  you will not have an option to turn off Agent Workspace under these circumstances: 

  • New accounts created after July 28, 2020 have the workspace activated by default and you don't need to migrate.
  • Accounts created after July 12, 2023 have the Agent Workspace automatically activated and you cannot deactivate it. 
  • Accounts that were automatically upgraded to the Agent Workspace and you cannot deactivate it.

Zendesk is in the process of migrating all accounts to Agent Workspace. Over 90% of Zendesk accounts have already migrated.  Contact Zendesk Customer Support so they can help you resolve your issues. 

View comment · Posted Nov 18, 2024 · Lisa Kelly

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