Hey All,

Thanks for providing feedback and giving us real work examples you're seeing. I will provide some context here and some guidance on next steps.

As initially designed, you're correct that we look for situations where customers have clicked on article links and reviewed an article. If with 72 hours there are no public customer or agent replies on the ticket we currently count this as an Automated Resolution. As we looked at this, 90%+ of tickets are resolved within 72 hours. We also wanted to account for scenarios where customers did not click the “Yes this solve my request” button since we no that won't happen every time a customer gets the information they need. So we believed that the combination of these 2 factors would resolve false positive that might occur.

We rolled out this change back in August and prior to this post we weren't fielding significant feedback from customers that it wasn't meeting their expectations. We're reviewing that now based on this thread.

This particular feature has been part of our Zendesk Suite for roughly 7 years now. Looking forward, we are planning to launch our new AI Agents Essential capabilities that power Messaging conversations to ticket channels like Email, Webform, etc. This should be a significant upgrade based on Generative AI and should have much higher automation rates.

Myself and my team are going to review this feedback and determine what action we can take based on your feedback. Please give us some time while we do a deeper analysis. As always, we want to listen to our customers and adjust to their feedback so they feel that they're getting value from the features we provide.

Thank you!