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Rob Stack

Joined Apr 14, 2021

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Last activity Feb 12, 2025

Zendesk Documentation Team

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ACTIVITY OVERVIEW

Latest activity by Rob Stack

Rob Stack commented,

CommentUsing legacy AI agent functionality

Hi Jakub Raduszewski and @דורין אברבך, thank you for the feedback. I've reinstated the missing images. If you still see any problems, please let me know.

View comment · Posted Feb 12, 2025 · Rob Stack

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Rob Stack created an article,

ArticleRelease notes
See our What's New for an overview of what was released in the last month.

This week's release notes include:

Advanced AI

New:

  • Starting February 4, 2025, new Advanced AI customers will have some AI-powered agent and admin capabilities turned on by default, streamlining your experience and maximizing the value you receive from our platform.

AI agents and knowledge

New:

Talk

Fixed: 

  • Fixed a bug where the call console might not appear when the user was on a different tab.
  • Fixed a bug that occasionally caused a mismatch between the API and UI when deleting groups with an IVR setup.

Products with no updates this week

  • Support
  • Mobile SDKs
  • Chat and messaging
  • Explore
  • Admin Center
  • Zendesk QA
  • Zendesk WFM
  • App Marketplace

Edited Feb 10, 2025 · Rob Stack

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Rob Stack commented,

CommentAnnouncements

New EAP for messaging:

 

Engagements reporting API

The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for eligible customers to access the engagements dataset.

Engagements represent individual legs of agent interactions in the overall ticket lifecycle.

Learn more about the engagements reporting API

View comment · Posted Feb 10, 2025 · Rob Stack

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Rob Stack commented,

CommentExplore recipes

Hi, we've just updated the list of trending recipes for January 2025. There are no newcomers on the list this month. Remember, if you've created a great report and want to share it with the world, send it in!

View comment · Posted Feb 07, 2025 · Rob Stack

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Rob Stack created a post,

PostZendesk EAP - Engagements Reporting API

We want to keep feedback as social and collaborative as possible, so we invite you to follow this community forum.

If we see a topic of general interest, we'll post about it here and invite everyone to provide their feedback. Likewise, you're welcome to ask questions or provide feedback at any time through this topic. 

Suggested guidelines for giving feedback

We value your feedback, no matter what it is. We encourage you to tell us what you like or dislike and where you could see improvements. We'd like to see a healthy forum for discussion, but we can't do that without just a little effort from everyone. 

Here are a couple of pointers that will help us understand your feedback and work with you to make this EAP even better:

  • When you see something you dislike or see something you'd like improved, write it down and think about it for a little while.
  • Try to be as clear as possible in your feedback; explain why you like or dislike something, and how it could be improved. 
  • Be patient when waiting for responses from Zendesk.
  • Don't use sarcasm, be rude to other customers or staff, and don't use strong language. We will moderate forum posts where we think reasonable.

Ultimately, we want this topic to be a place where any customer can come and share feedback related to the omnichannel engagements reporting API.

Edited Feb 07, 2025 · Rob Stack

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Rob Stack created a post,

PostZendesk EAP - Engagements Reporting API

There are a few requirements to be part of this Early Access Program (EAP):

  • You must be on a Professional, Enterprise, or Enterprise Plus plan
  • Messaging with the improved Messaging backend is enabled
  • You must be an admin (this is the minimum provisioned role that will be granted access rights to OAuth applications)

If you're interested in taking part in this EAP, fill out the signup form.

Edited Feb 07, 2025 · Rob Stack

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Rob Stack created an article,

ArticleRelease notes
See our What's New for an overview of what was released in the last month.

This week's release notes include:

Advanced AI

New:

  • Intelligent triage: The custom intent EAP now supports ticket message channels.

AI agents and knowledge

Fixed

  • Intelligent triage-based advanced autoreplies - Added additional logic to ensure end-users and agents are given the full 72 hours to reply to a conversation where an intelligent triage-based autoreply was used. This ensures more accurate automated resolution usage.

Talk

New 

App Marketplace

New:
  • TransPerfect Translation (Support)
    • TransPerfect Translation helps you easily translate ticket conversations in an instant directly from your Zendesk Support workspace.  Supporting over 40 languages with GlobalLink NOW AI, TransPerfect employs proprietary neural Machine Translation (MT) technology to deliver accurate and efficient results. It is tailored to meet your unique business needs through customizable features such as glossaries, translation memories, and bespoke engine training.
  • Rephraser AI (Support) (paid)
    • Rephraser AI is an advanced communication tool that transforms how your support team interacts with customers. By ensuring messages are polished, professional, and aligned with your brand’s identity—all while preserving embedded visuals—it has become a game-changer for support teams aiming to deliver exceptional customer experiences.
  • Dharma 128 (Theme)
    • Dharma 128 is a professional and versatile Zendesk theme built for seamless customization and branding. It offers an extensive range of built-in settings, customizable blocks, and call-to-action elements that can be tailored to your requirements without coding. Its flexible homepage allows you to enable or disable sections effortlessly, making it simple to create a visually stunning and user-friendly help center in no time.
  • Agent Notes (Support) (paid)
    • Agent Notes simplifies workflows by enabling agents to create, organize, and manage notes directly within Zendesk. With features like instant copying and color-coded notes, this app ensures agents can efficiently keep track of important details and stay organized. 
  • AI Smart Agent (Support) (paid)
    • AI Smart Agent is an AI-powered assistant designed to integrate with your Zendesk workflow seamlessly. It provides intelligent ticket summaries, offers insightful organizational analytics, and automates responses to common queries.
  • Ticket Quality (Support)
    • Ticket Quality provides detailed insights into ticket handling, SLA compliance, and team performance metrics.  See an analysis of key SLA metrics: first response and full resolution, detailed group transfer history with working time for each group, business hours analysis, and even an analysis of ticket assignment and offering to different agents.
  • Customerz Self Service Portal (Support)
    • Customerz Self Service Portal helps you manage your Zendesk subscription for Customerz customers.  Easily view all your Zendesk billing information, request user additions, account upgrades, or downgrades, or reach directly out to the Customerz support team via chat, all directly from the portal.
  • eZDesk Ticket Exporter (Support) (paid)
    • eZDesk Ticket Exporter simplifies the process of extracting ticket data from Zendesk, enabling admins and agents to quickly generate PDF files for up to 100 tickets at a time. Whether you need to share ticket details with external stakeholders, archive records, or create easy-to-read documentation, this app has you covered.
  • eZDesk Tag Inspector (Support) (paid)
    • ezDesk Tag Inspector provides a seamless solution for viewing tags on Zendesk tickets, particularly in environments where tagging is disabled. This app is designed to give agents real-time visibility into the tags associated with each ticket, ensuring they always have the most accurate information.
  • agentim.ai (Support) (paid)
    • agentim.ai automates data structuring, applies AI-driven insights, and ensures compliance, enabling support teams to reduce workload, minimize errors, and accelerate response times.  Protect sensitive customer data and comply with GDPR, CCPA, and PCI standards. Choose agentim.ai’s built-in PII detection or integrate your own PII fields.  Automatically analyze, tag, and categorize tickets based on customer interactions—no manual input required.  Leverage AI-powered insights to help agents respond faster and resolve tickets more accurately.
  • Respira Self Service Portal (Support)
    • Respira Self Service Portal helps you manage your Zendesk subscription for Respira customers.  Easily view all your Zendesk billing information, request user additions, account upgrade/downgrades, or reach directly out to the Respira support team via chat, all directly from the portal.

Products with no updates this week

  • Support
  • Mobile SDKs
  • Chat and messaging
  • Explore
  • Admin Center
  • Zendesk QA
  • Zendesk WFM

Edited Feb 02, 2025 · Rob Stack

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Rob Stack created an article,

ArticleUsing apps and integrations

The LMS Conversation Simulator ticket generation app by Zendesk Labs assigns realistic, true-to-life training tickets to agents in a structured, easy-to-use way. This new tool improves your agent training in several key ways:

  • Creates a safe space for practicing customer interactions when onboarding agents
  • Enables rapid assessment of agent training retention and comprehension
  • Delivers just-in-time training for new products, services, and policies your agents need to understand

This article contains the following topics:

Getting started

Before you install the LMS Conversation Simulator app, take a moment to review the following:

  • Training tickets generated by the LMS Conversation Simulator app must be evaluated within Zendesk QA (or another QA tool).
  • You need to be signed in as a Zendesk admin to complete the setup.
  • The app currently supports English only.
  • You must have at least two custom objects available for use. If you’ve already used up all of your included custom objects, you’ll need to upgrade your plan to obtain more.

Installing and configuring the app

Install the LMS Conversation Simulator from the Zendesk Marketplace.

To install and configure the app

  1. In the Zendesk Marketplace, go to the LMS Conversation Simulator app page.
  2. On the app's page, click Install.
  3. Select the Zendesk account where you want to install the app, then click Install.

    The account you selected opens and the LMS Conversation Simulator page displays.

  4. Change the app title if required.
  5. Configure group and role restrictions to the app as required.
    Note: If you restrict an agent from the app, they won't be assigned training tickets.
  6. Click the Sign in with LMS Conversation Simulator link.
  7. In the new tab that's displayed, complete authentication.
  8. You are then redirected back to the app. A green check mark will appear next to the OAuth Authentication step. Click Install.
  9. During installation, the LMS Conversation Simulator automatically creates several configurations:
    • Custom Object: Assign training template
    • Custom Object: Training template
    • Custom Ticket Field: Assigned training
    • Custom Ticket Field: Training template

    You'll need to configure access to the two custom objects for the app to work. In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging., click People > Roles.

  10. From the list of roles, click the role you want to give permission to. The role settings page displays.
  11. In the Custom objects section of the role settings page, select the View and Edit permissions for the following custom objects:
    • Training template
    • Assign training template
  12. Click Save.

The installation is now complete.

Using the app

To open the app, in Support, click the LMS icon ().

The Agent Training page displays. Here, you can view the title, description, creator, and assignees for each training template.

From this page, you can also perform the following actions:

Create a new training template

In this section, you'll create a training template that you can assign to agents.

This section contains the following steps. Follow each step in order:

Getting started

In this step, you'll provide basic information about your new template.

To create a training template

  1. From the Agent Training page, click Create Training Template.
  2. On the Create training template page, enter a unique name and optional description for the template, then click Next. The description you use does not affect your AI-generated tickets.

Define your scenario

Next, define your scenario. This defines the topics that the simulator will use to create tickets.

To define your Scenario

  1. In the Define your scenario section of the Create template page, choose one of the following options to use as reference points for AI-generated ticket conversations:
    • Select intents: Select topics from the Zendesk-provided intents list.
    • Select similar tickets: Select related tickets from your real-life encounters with customers. You can use the standard Zendesk search syntax to find tickets that match your planned training conversations. The LMS Conversation Simulator will reference the end-user comments on these tickets to establish realistic detail for your training scenarios. You can click the ticket subject hyperlink to open the ticket in Support or choose the tickets you want to use as a training reference.
      Important: Make sure to redact any sensitive PII data in these tickets prior to creating the training template.

  2. From the Select tone dropdown, choose the tone your AI-generated end user will use in conversation with your agents. You can choose from values such as friendly, sympathetic, and formal.
  3. If there are any other details that you think might help create the training, you can enter them under Additional refinement. For example, you might specify products to reference or specific policies to push back against. This directly modifies the AI-prompt used to create the training tickets, so try to be explicit in your instructions.

  4. Click Next.

Test your training template

This is a great time to test out an AI-generated conversation.

To test your conversation

  1. On the Create training template page, click Test this ticket. A test chatbot is displayed where you can converse with the AI.

    Using this example, you'll see that the AI is referencing "software" when you want it to reference "retail clothing".

    To improve this, you can return to the scenario pages and select example tickets that reference clothing. You could also expand on your additional refinement to add details about your products that customers might want a refund for.

  2. When you've finished testing, close the test chatbot.

Add training documentation

If you want your agents to review any training documentation prior to being assigned tickets for training or assessment, you can provide up to three links to documentation, videos, or internal policy documentation in your help center. These links will be provided in a single ticket to the agent prior to receiving any simulated customer conversations. When the agent solves the ticket, the first AI-generated conversation will be assigned to them. If no links are provided, the first ticket will be a generated conversation based on the scenario you created.

To add training documentation

  1. Under Training documentation, click Add link.
  2. Add a link to the training documentation you want the agent to see.
  3. Continue to add links as required.

Finishing up

Now that you've finished configuring your template, you can save, edit, or delete it as required.

To save your template

  • Click Save to return to the Overview page. From this page, you can click the options button () to assign, edit, duplicate, or delete the training template, as needed.

Assign training tickets to agents

At this point, you’ve created your training template and are ready to assign tickets to agents. You can choose agents based on their scores with similar tickets in Zendesk QA or another QA tool, select all new agents who are onboarding, or select all agents that might work with a new product or service. Complete ticket assignment with the following steps:

To assign tickets to agents

  1. On The Agent training page of the app, for the template you want to use, click Assign.
  2. On the Assign template page, provide the following (click Next to advance to each section):
    • Template: Select your appropriate training template from the list of available templates.

    • Number of tickets: Enter how many training tickets you’d like the agent to receive from this training template. This does not include the initial training documentation ticket that you might have configured. Tickets will be created and assigned one at a time, with each new ticket being created after the previous one was solved. You can create up to ten tickets.

    • Tags: In order to identify, route, and track training tickets appropriately, you can tag your training tickets with one or more tags. Enter an existing tag, or create a new one. Press enter to finalize your selection.

    • Goals: Enter a description of your goal with this assignment, for example, "Test comprehension of a new returns policy".

  3. Choose the agents who you want to assign the training.
  4. Click Assign training ticket.

Agent guide for the app

If you’ve been assigned a training ticket from the LMS Conversation Simulator, there are several important things to understand.

This section contains the following topics:

About the training documentation ticket

Your training might begin with a single training documentation ticket. This will have between one and three documentation links that your administrator suggests reviewing before you begin having simulated conversations. When you’ve finished reviewing the documentation, you can solve the ticket.

The ticket can be identified by the requester (LMS Training Bot), Subject (Training documentation ticket), and potentially tags or custom ticket fields (Assigned training and Training Template), which, depending on your configuration, you might see in your ticket view.

About the training ticket

After completing the training documentation ticket (if included), you'll be automatically assigned your first training ticket. This ticket will have a status of Open. You can identify this as a training ticket using the ticket tags or custom ticket fields (Assigned training and Training Template), which, depending on your configuration, you might see in your ticket view.

Complete this ticket as you would any other. The requester will continue replying to you until the ticket is fully resolved.

Edited Feb 11, 2025 · Rob Stack

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Rob Stack created an article,

ArticleRelease notes
See our What's New for an overview of what was released in the last month.

This week's release notes include:

Advanced AI

New:

  • Auto assist can now read certain ticket fields. This enhancement boosts auto assist’s accuracy when suggesting the next best response to agents, helping to ensure recommendations align with your existing procedures.
  • Custom intents can now be created instantly, added immediately to your intent list, and made available immediately to start predicting incoming tickets' intent. 

Explore

Fixed:

  • Reports with many columns and rows would fail to export due to the amount of data that needed to be processed in the background. This issue is resolved now; any report displayed in Explore can be exported.
  • On 4th November 2024, we began replacing null values with space characters. We found some side effects due to this update. A follow-up update has been released to ensure the null values are replaced with a single non-breaking space. If you prefer to display these values as NULL, this setting can be adjusted in Report builder > Result manipulations > SQL options.

App Marketplace

New:
  • InternalSmartNotes (Support) (paid)
    • InternalSmartNotes is a Zendesk-enhanced application designed to improve support team efficiency.  InternalSmartNotes allows support agents to add and manage internal notes directly within the Zendesk ticket interface.  The app can facilitate seamless case handovers with structured forms capturing problem descriptions, investigation summaries, and severity levels or even provide customizable checklists for different failover types, ensuring all necessary readiness tasks are completed and documented.
  • AI Summary Generator (Support) (paid)
    • AI Summary Generator easily creates AI-powered summaries whenever needed, either on-demand, triggered by a tag, or automatically when a ticket is solved.  The summary can update the ticket's subject line or populate a custom text field for flexible and easy ticket analysis.
  • Ticket Flow Lite (Support) (paid)
    • Ticket Flow Lite revolutionizes ticket management by giving administrators the power to customize dropdown field options based on ticket context. Agents see only the most relevant information tailored to the ticket’s form and classification, ensuring clarity and efficiency. This app provides extended functionality for Zendesk, enabling advanced field customizations without compromising data integrity or administrative ease.
  • Process CSV (Support)
    • Process CSV lets you handle CSV data directly from ticket attachments, updating Zendesk and connected systems like CRMs. This is not just from customers and clients - even legacy systems without an API can send CSV files to Zendesk, where the data is immediately usable, eliminating manual work and enabling further automation.
  • Wrangle (Support)
    • Wrangle makes creating a Zendesk ticket as easy as sending a message in Slack. Ticket updates and replies are synced bi-directionally between Slack and Zendesk. No training, no context switching — provide service from any Slack channel, DM, or thread.  Turn any message into a ticket automatically or by emoji, enhance transparency by showing users the status of their ticket, and escalate internally without leaving Slack.
  • UTM Coach Autotagger (Support) (paid)
    • UTM Coach Autotagger helps you make sure each link in each email you send is properly tagged and enables you to add user-level tracking for CDPs, analytics, and other systems.  With UTM Coach Autotagger, you’ll never have to worry again about whether the traffic from your support emails is properly tagged and thus attributed.

Products with no updates this week

  • Support
  • Mobile SDKs
  • AI agents and knowledge
  • Talk
  • Chat and messaging
  • Admin Center
  • Zendesk QA
  • Zendesk WFM

Edited Jan 26, 2025 · Rob Stack

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Rob Stack commented,

CommentExplore recipes

We've added a new recipe to help you understand how date filters work in the new dashboard experience: Filtering reports by date with the new dashboard experience.

View comment · Edited Jan 22, 2025 · Rob Stack

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