Judy Correia

Trying to setup an AI Agentfor messaging however business profile and reply lenght don't appear as options to define. 

It seems default system deactivated intents and intents we have deactivated still appear in the intent ticket field. Is it correct that we have to manually go through the entire ticket field and delete the inactive intents? In example attached we only need 3 contact intent fields appearing but there in an unnecessary list that our agents  have to sort through. Why would inactive items be an option for agents to see and select?

How would we know when new intents are added/deactivated by Zendesk to review?

We have various reports filtered by date (e.g. Ticket - Solved Month = This Month). These reports are included in a dashboard. When users access the dashboard we'd ideally like to include auto text to show the month name (i.e. if This Month is March, display March). Currently the only option is to include a date filter but we do not want users to change or have to select the data. The report should always default to This Month and we want users to know what “This Month” is (or any other fixed filter we might apply in a report). Currently we overcome this by using the “text” option and typing “This Month”.  

We would like the auto text and want to prevent users from changing the month to ensure everyone is reviewing the same data and preparing for monthly meetings using the same data. Showing the actual month name will also help clarify if the report is looking at a closed/completed month or current/open month. 

Hi - we have noticed that when a user “reacts” to an email notification it updates the ticket. This adds an unnecessary comment to a ticket, adds to comment reporting counts and if a ticket has been set to solved or pending it re-opens the ticket. The last two are concerning as it adversely impacts reporting (reporting of additional invalid comments and add to ticket resolution time respectively). Is there a way to ignore email reactions?

Why is Autoreplies and Internal note trigger actions included in Zendesk Copilot in the table above? Autoreplies and internal notes are simply using triggers to apply internal or public comments to tickets . This is functionality that has always existed in Zendesk since my organisation implemented Zendesk over 10 years ago. The only change is the ability to use intents as a condition. Seems a bit deceiving to include it in an article meant to describe “AI-powered features” when it is more of an possible enhancement to an existing feature. 

Hi - similar to previous comment how can we link filters in a single dashboard tile? The “link from” option as described above does not exist in the new dashboard builder. 

How can we get business days resolution? Similar to the original post, we extract and calc in Excel. Our operating hours are 3am-8pm ET Mon-Fri, we cannot seem to get any business days metrics calculated correctly via Explore. 

How does this differ from Suggested first reply - https://support.zendesk.com/hc/en-us/articles/7041677653914-Using-AI-to-generate-a-first-reply-in-a-ticket ?

If a ticket moves between groups with different business hours (for example ticket came in assigned to Americas Group based on an organisations default group, but the ticket ends up being assigned to an agent in Europe Group) do business hours applied adjust to reflect Europe business hours vs America business hours?

What happens if agents in both groups are assigned to the same ticket over a period of time, how do business hours apply? Does it take into account the movement between groups?