Amisha Sharma

Hello all! Thanks for engaging on this thread so far. At Zendesk, we are continuously striving to enhance our platform and provide you with the tools you need to succeed. We have received requests for a native spell checker and grammar checker, and we would love to gather your feedback to better understand your needs.

To help us prioritize & build this feature, we would appreciate it if you could take a moment to answer a few quick questions:

1. On a scale of 1 to 5, with 5 being a blocker to your workflows, how would you rate the priority of having a native spell checker and grammar checker?
2. How often do you think you would use this feature in your daily tasks? (e.g., daily, weekly, occasionally)
3. Would you prefer real-time detection of errors with suggestions for corrections, or would you rather have a button that allows you to batch correct your spelling and grammar at once?

Your feedback is incredibly valuable to us and will play a crucial role in shaping the future of our platform. Thank you for your time, and we look forward to hearing from you!

Two new generative AI writing tools, simplify and custom prompt, are now available as part of agent copilot.

With this release, agents can now use these new writing tools to improve the content of their ticket comments in different ways:

• Simplify: Rephrases the content of an agent's comment to be more concise and focus on the main idea.
• Write a custom prompt: Changes an agent's comment based on the custom instructions they enter that enhance or adjust the text. For example, they can fix grammar, fix typos, add bullet points, summarize in one line, etc.

This announcement includes the following topics:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?

What is changing?

These new options are added to the enhance writing feature in the Zendesk Agent Workspace.

Simplify

Custom prompt

Why is Zendesk making this change?

These new options provide additional ways for agents to enhance their writing, reducing the time they spend crafting responses. Our goal is to increase agents' productivity while composing responses.

What do I need to do?

The enhance writing features are turned on by default. Unless an admin has made changes, then agents will have access to these tools in the Agent Workspace. To learn more, see Enhancing ticket comments using generative AI.

Use these new features and share your feedback. Let us know what you think, what you would like to see improve, and how that would help your workflows. We're looking forward to hearing from you. Thank you!

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Hello everyone,

Thanks for posting your feedback on this forum. We will continue to think through all the use cases as we look into improving this experience. We are looking into customization options currently, so this feedback is extremely helpful. Thanks, I'll be back with more updates as we get closer to a solution.

Hello everyone,

Thanks for this very valid feedback. We do have a workaround available for this pain point. I'd like you all to review draft mode in the composer: https://support.zendesk.com/hc/en-us/community/posts/5706421005978-Draft-mode-in-composer-We-want-your-feedback?per_page=30&page=3

If you enable draft mode on a chat/messaging ticket, pressing “enter” will not send the message, you have to explicitly click on “send” button to send the message. Also, if you enable draft mode on one ticket, we remember your preference for the subsequent tickets you open. Hope this helps. Please let me know. Thanks!

Hey Stefan,

Thanks for reaching out. This feature is definitely on our radar and we are exploring the best ways to implement this. We will surely get back with more update once we include this in our roadmap. Thanks!

Thanks for this feature request.

We will follow this post to continue understanding how our customers intent to use this feature. We would also love some clarity on how your envision this feature would behave:

1. Do you imagine a toggle to convert a comment to public? Do you expect to change it back to internal at some point?

2. When you toggle it to make it public, would it go to the customer as a new comment or should it respect its position in the conversation history?

Thanks!

Hello all,

Thanks for providing feedback on this change. We truly appreciate your inputs.

I'd like to provide some context for why we decided to make this change, several customers had critical privacy problems with the old behavior. This change was made to protect the privacy and security of tickets. Private tickets need to remain private, while public tickets need to default to public comments for security reasons. 

We believe that If manual intervention is going to be required one way or the other, it's safer to make private -> public the manual choice. It was seen more dangerous to make agents manually choose to keep a private ticket private on every interaction.

But, we hear you and will explore how we can improve this experience. Thanks!