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Jen C

Joined Oct 26, 2021

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Last activity Aug 14, 2024

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ACTIVITY OVERVIEW

Latest activity by Jen C

Jen C commented,

Community comment Feedback - Zendesk AI and automation

I agree! Although the customer needs to reach the end of a flow for it to be considered a resolution, someone could significantly increase costs for any company by understanding how the Zendesk bot incurs charges. Additionally, all our users are anonymous, which complicates testing. Each interaction with the bot to test flows or generative replies could potentially add over $1.00 to our subscription costs.
 

I've also noticed that automated resolution charges apply to auto-replies. We were excited to implement advanced auto-replies now that we have intents, but we may need to reconsider due to the increased costs. This might lead us to test our ticket volume without the bot and avoid using auto-replies to evaluate the bot's impact on our ticket volume.

While generative replies are a nice feature, many of our customers who transfer to an agent complain about the bot and prefer speaking to a real person. We may have to forgo using the bot until we have the budget to hire additional support staff to offset the associated costs.

We have used the bot and messaging for a few years now, so turning it off seems counterproductive. It has always been part of our regular subscription costs, and it should continue to be integrated that way.

While I understand the need to generate more revenue for the improvements that have been made to the bot and the transition from “bot” to “AI Agent,” the communication to us as customers has been vague. I have had to search through multiple articles to understand how this will affect our company specifically. It would be helpful to have the ability to speak with someone who can clearly explain the reasons for such pricing changes, the added value they bring, and the specific improvements that will benefit our company. Detailed explanations of the increased charges for our account and the opportunity to ask questions to ensure we understand the impact and value would be greatly appreciated.

Transparency about how the additional revenue will be used to enhance the service would help maintain our trust and satisfaction, rather than making us feel "nickel and dimed."

View comment · Edited May 16, 2024 · Jen C

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Jen C commented,

Community comment Feedback - Zendesk AI and automation

This is a huge concern for us as well! We have not made any changes to our bot with AI, so it's same bot we've been using for a few years now. The automated resolutions is now showing around 1,300 for the last 30 days, with a lot of them being false resolutions as well. We only have 14 agents, so with our allotment of 210 resolutions per month, this is a huge price increase for us as well. We will now be paying $10,000+ yearly for a service that has always been included in our subscription to Zendesk over the last few years. The AI stuff added to the bot is not enough to warrant a $10K increase to our subscription costs. 

I also agree that they should only be counted as a resolution if the customer clicks that their issue was resolved. Make it a mandatory step in each flow or at the end of a generative reply.

View comment · Edited May 15, 2024 · Jen C

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Jen C commented,

CommentFormatting and customizing your email

Aimee Peros, We still use the placeholder, {{ticket.comments_formatted}}. That should post all the public comments from the ticket each time the ticket is updated. Here is a picture of our action part of the trigger for “Notify requester and CCs of comment update”. Hope that helps!

View comment · Posted May 14, 2024 · Jen C

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Jen C commented,

CommentGetting started with Zendesk AI

I also would love to have all the AI features and EAP features for AI also in my sandbox. I want to test bot personas and generative replies from the bot in our sandbox environment before I implement it to our customers. Same with AI Agents. All of this should be able to be tested in our sandbox environment so it does not affect agent flow or the customers. Thanks!

View comment · Posted Apr 29, 2024 · Jen C

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Jen C commented,

Community commentZendesk EAP - Generative search in Help center

Hi! I'm finding that you need to be logged in on the Help Center to see the AI results. I got this enabled through our custom theme and it's working great for me because I'm signed in. From an incognito browser, I do not get the “quick answer” popping up at all. We don't require our customers or potential customers to log in to our help center and have the log in functionality disabled. How can I enable the generative AI for everyone that visits our site that are not logged in? Thanks!

View comment · Posted Apr 23, 2024 · Jen C

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Jen C commented,

CommentEnd-user guide for Help Center

I also have encountered this. I got this enabled through our custom theme. I'm signed in and its working for me, but I don't get a generative AI response from our help center website when I'm not signed in or from an incognito browser. We don't require our customers or potential customers to log in. How can I enable this for everyone? Thanks!

View comment · Posted Apr 23, 2024 · Jen C

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Jen C commented,

CommentTicket automation and collaboration

Jake Bantz Does this work on Messaging now? I saw your comment here, but then I'm seeing that the Zendesk AI feature mentions it works for Messaging. Maybe that is new, but I wanted to make sure I'm understanding all the features available with the Advanced AI Add-on. Thanks!

https://support.zendesk.com/hc/en-us/articles/4550640560538-Automatically-triaging-tickets-based-on-intent-language-and-sentiment

View comment · Posted Sep 15, 2023 · Jen C

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Jen C commented,

Community comment Feedback - Ticketing system (Support)

We would also like to be able to search the entire macro title and body text of the macro. I don't know why that wasn't a thing already. Definitely need some improvements in the macro area to make it easier for agents.

View comment · Posted Aug 24, 2023 · Jen C

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Jen C commented,

CommentSetting up Talk

Our agents all work remote and so they are all on different networks with their personal internet providers. Do they need to each configure this to their home internet networks? Or is this something we do from within Zendesk? Thanks!

View comment · Posted Jun 26, 2023 · Jen C

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Jen C commented,

CommentTicket management

How can I exclude Calls in Explore Reports for ZD TALK that were recorded on deleted tickets?

The ticket ID is not included when I drill in, but the recorded calls are being included in my data for outgoing calls in my explore reports for ZD Talk.

View comment · Posted Feb 17, 2023 · Jen C

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