Aaran Chilinski - Customer Success Developer

Hi Sara Costa I am unable to click save changes when trying to change the recording disclosure rule?  Is this a me issue or one affecting many?

Currently, I am having some hit and miss moments using auto assist for messaging, although thoroughly enjoying myself during the process, seeing positive responses and the possibilities in how this may assist our agents.

I am testing this using self written procedures, and those created with the use of Bard, both without the use of creating custom actions (knowledge isn't quite there yet for that), and I seem to have gotten my conversations in a loop during testing.

If an agent approves a message to the customer/end-user which may resolve the customer issue, but it has the default action to solve the ticket along with it, and the agent hasn't prepared the ticket for this for this, it seems to create a loop (to use a better word).

Every time the customer wrote back, the same message was instantly written to them, providing an not so great experience, and somewhat highlighting, this was not a completely human experience.

Originally auto assist couldn't be turned off. Refreshing the screen allowed this, but the same message was repeated once again as soon as the customer asked another question.

Solving the ticket didn't fix this either.

Signing out of Zendesk completely, and picking it back up (to simulate a different day) seemed to stop the loop, or perhaps it was due to the type of question/reply that was being generated, but I cannot say for certain it was this.

Has anyone else come across this type of issue?  I have researched it briefly but didn't see any documentation in the community. Please feel free to direct me elsewhere if this isn't the location for this kind of question.

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

I would like to be able to collapse the call transcription, when created in a talk ticket. it makes sense to be able to do so as some calls can be very lengthy, with the transcription taking up so much room.

What problem do you see this solving? (1-2 sentences) 

It will stop ticket lengths being longer than they should be.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

We turned off the option to see transcripts, not utilising the feature and its benefits.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No current work around or option to choose this, to my knowledge.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Simply have a + button which we can use to open the transcript when needed. The transcript should remain minimised once the call ends.

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

We noticed that when using AI features like macro suggestions, “expanding”  comments and Answer bots, the tone of the responses are very much American, using certain words in their American format. I would like to be able to select the tone in which we are replying.

What problem do you see this solving? (1-2 sentences) 

The option to do so would match the tone of our responses, ensure the wording is in the British format, and save time and resources of our agents proof reading amended wording via AI, as it is not saving time doing so.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This happens on a daily basis. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

The agents are proof reading any amended comments, and reviewing how the Answer bots respond via messaging.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Either an option in the comment window to select the tone, a default setting in admin to set the tone to British, or AI recognises the ticket details/forms used and automatically selects the tone accordingly.

Glad to see this is not only an “us” issue. We made the switch yesterday and our agents immediately noticed and became frustrated at the need to refresh their screens to see their deservedly earned statistics. Looking forward to hearing of an update announcing this will be functioning. 

An older request but something, as rightly said above, is not needed for all cases. A way to supress this message would be ideal for the majority it seems.

After a conversation with ZD support I was asked to leave a little note here about my request.

We would very much like the ability to customise the UI of the Zendesk page, allowing us to move the messaging, notifications and call positions for a more optimal display. Often having these apps open can block content, or be blocked themselves and moving positions would be a game changer, and allow a more personalised experience for our agents.

It would be neat, when we make a change to an articles publish/unpublish status that we can leave a comment as to why this has been done.

For example, if I need to amend an article's information, and unpublish it for the time being whilst I await confirmation of certain details, leaving a note for myself, or an aide for when we revisit the article, be it in a couple of hours or days, might prove beneficial in ensuring the clarity and reasoning of the edit.

I would assume only allowing a comment for the latest update would be beneficial.

This may just prevent republication of articles/drafts/archived documents from resurfacing in error.

I “expertly” in paint imagined how it might look…

Thanks for taking time to have a look.

The Functions table midway through the article doesn't display properly for me and seems to cut a portion off at the right hand side.

I have been advised to post some ODD encounters after turning on the EAP today. The agent in chat advised that she was not able to assist me directly, so hopefully someone can assist me more swiftly as i have questions, rather than just passing on feedback.

We have had several tickets which concern me and for data protection reasons. A number of tickets have been transcipted with content that does not relate to that phone conversation or by the looks of it, this company at all. I am concerned that our data has gone else where, and if that's the case, we handle address details and card data, so a serious breach of security could potentially be occurring.

Additionally we have tickets now with translations in German occurring where they shouldn't and even then the translation is wrong.

Also experiencing tickets where the transcript and the summary are duplicating, thus making the ticket longer that it needed to be and effort to scroll through.

Given my concerns for the protection of the data of our customers, I truly hope someone reads this in good time, as the issues we are facing are within the first couple of hours of switching this on.