Kévin Arnoult

The “Automation with bot builder” section indicates “Note: AI agent usage is measured using automated resolutions” but there's no reference to the AI agent in that section; can it be clarified (i.e. what's avail only through the AI agent?)

edit: sounds like bot builder is considered an AI agent feature as per https://support.zendesk.com/hc/en-us/articles/4408838909210-About-bot-builder-Legacy

Agreed with the above note by Alek that usage by token, in particular 429 rate limit by token, is extremely needed.

Has a product feedback been filled already?

👋 we got impacted by this limit with automations: “Each ticket can be updated a maximum of 100 times by automations”
When that happens, a system update is added to the ticket as a note: “The maximum number of ticket updates that can be made by automations has been exceeded”

But that note is not searchable, and we haven't found a way to identify all tickets that could be impacted outside of leveraging the ticket audit API endpoint, which is not ideal.

Q1. Is there any way to be notified or to easily see all tickets that would be impacted?

Q2. Looking into this doc, I realize that there's another limit that we'd want to monitor: “Automations can fire on a maximum of 1,000 tickets per hour”

Same thing here, is there a way to get access to those automations that have reached that limit?

Changing the intent, language, or sentiment doesn't influence the machine learning model responsible for intelligent triage. In other words, agents can't train the model.

What's the benefit of having agents be able to change the fields if that doesn't influence the model?

Thanks!!!

@Zendesk - this thread is marked as answered which is pretty misleading given that the solution proposed ("Official Comment" on top) is not referring to the fact that the location in Explore is based on the user profile setting but not on the IP location. Can we have this clearly stated?

Same here. We don't want to know which current assignee is behind a ticket with a breached SLA, we want to know who was the assignee at the time the SLA got breached 🙇

👋 As we have some similar feedback on our end, @... any chance to get a follow-up on the discussion you had with Martyn Wong?