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Helen Brown's Avatar

Helen Brown

Joined Oct 12, 2022

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Last activity Oct 01, 2024

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Helen Brown

Helen Brown created an article,

ArticleHelp with bots and automation

Question

What’s changing on your account if you use Answer Bot resolutions after migrating over to outcome-based pricing, automated resolutions?

Answer

Zendesk introduced AI agents, the next evolution of bot capabilities, along with new pricing focused on automated resolutions. This change aligns with the value AI agents deliver. Automated resolutions replace Answer Bot resolutions and Zendesk bots monthly active users (MAUs) as the standard usage units.

Admin experience

Subscriptions

After migration, the Admin Center > Account > Billing > Subscriptions page will no longer show Answer Bot Resolutions and MAUs products. Instead, you'll see Automated Resolutions.

Screenshot of the Admin Center subscriptions page showing Automated Resolutions

Note: You can now purchase automated resolutions in arrears or overage for any additional usage beyond your automated resolution limits. If you need flexibility in your consumption of automated resolutions, in addition to purchasing additional automated resolutions upfront, use the pay-as-you-go model.

Bots and automations

The admin experience will migrate to the new unified AI Agents page. Upon your next sign in, navigate to the new autoreply page through Bots and automation > Bots > Autoreply.

  • Article Recommendation experience before the migration if you use Answer Bot
    User interface displaying the Article Recommendation experience using Answer Bot
  • After migrating to Automated Resolutions, you'll see the AI Agents experience, previously known as unified bots experience. If your account has MAUs, you already have access to this view.New AI Agents experience view showcasing the updated interface

If your account has MAUs, you will lose access to the Accounts > Usage > AI and bots usage page. Instead, use the automated resolutions dashboard.

Screenshot of the automated resolutions dashboard displaying usage metrics

Customers can manage automated resolution overages by selecting the option to not allow overages. When the automated resolution limit is reached, AI agents will be paused until additional automated resolutions become available or until overages is enabled. Customers who opt to allow overages will begin to incur charges at a higher pay-as-you-go rate once automated resolution limit is exceeded. The first overage invoices will be issued starting in January 2025.

Customers who were using AI agents before March 2024 will have until their next renewal before incurring any overage charges. Additionally, customers on non-standard contracts, such as enterprise license agreements, agent months, and multi-year agreements, as well as those sponsored by a Partner, will remain exempt from overage charges until 2025.

For more information see the article: Avoiding automated resolution overage.

Tickets and tags for Web Widget (Classic)

If your account uses Answer Bot or Article Recommendation on the Web Widget (Classic), you will already have tickets generated for automated resolutions with the ticket tag ai_agents_automated_resolution.

Tickets and tags for autoreplies on email and web form channels

If your account uses Answer Bot, Zendesk already adds ab_ tags to tickets when autoreplies with articles have been triggered and resolved. Once you migrate to Automated Resolutions, the ab_tags will update as follows:

  • ab_marked_unhelpful changes to ar_marked_unhelpful
  • ab_resolved changes to ar_marked_helpful
  • ab_suggest_true changes to ar_suggest_true
  • ab_suggest_false changes to ar_suggest_false
Important: If you use any of the Answer Bot tags, update all your automations, custom filtered views, objects, or rules with the new tags.

Resolutions reporting in Explore

Resolutions reporting in Explore will continue to report on autoreply with article performance, including whether users mark articles as helpful or unhelpful. Use the new automated resolution dashboard for outcome-based pricing for automated resolution performance.

Edited Jan 27, 2025 · Helen Brown

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Helen Brown created an article,

ArticleHelp with user management

Question

Where can I find my own time zone on the Localization page and the user's profile in Zendesk Support?

Answer

The localization settings in Zendesk only contain a list of a subset of all available timezones in the world. For example, if you search for the correct time zone to use in Manila, Philippines, you will see that the Philippines' standard timezone (GMT+08:00) isn't available on the drop-down.

To find comparable timezones

  1. Look for cities with similar GMT offsets. To find the offset from Greenwich Mean Time (GMT), visit timezone sites such as Time and Date. For Manila, the offset is GMT+08:00, and the cities with similar offset include Beijing, Chongqing, Hong Kong, Irkutsk, and others.
    Localization drop down
  2. Ensure that comparable cities have similar daylight-saving time practices. For instance, cities in the Philippines such as Manila don’t practice daylight-saving time. Of the previous list of cities, these cities don't observe daylight-saving time either: Singapore, Kuala Lumpur, Beijing, Hong Kong, and Taipei. As such, the time zones for these cities can be used for Manila.

For more information about time zones at Zendesk, see this article: Which time zone does Zendesk use?

Edited May 17, 2023 · Helen Brown

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Helen Brown commented,

Community comment Developer - Zendesk APIs

Hi, Eren Baltac, to better support you, can you confirm that you are referring to this API

Secondly, might this be the same issue that is described in this feature request

View comment · Posted Apr 06, 2023 · Helen Brown

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Helen Brown commented,

Community comment Developer - Zendesk APIs

Hi, Eren Baltac, thank you for your post. To better support you, will you add the specific API you reference here. For example, I am not sure if you are referencing this, this, or something completely different. Thank you.

View comment · Posted Mar 30, 2023 · Helen Brown

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Helen Brown commented,

Community comment Feedback - Help Center (Guide)

Hi, Daliya, thank you for your patience on this request. After considering Urdish, we decided not to support it as it is not currently supported by Common Locale Data Repository (CLDR). At this time, we don't support Hinglish either for the same reason. There are many benefits to using CLDR-compliant locales, including ensuring locale-specific data is formatted consistently across our products. If the CLDR compliance changes for Urdish in the future, then we will visit this request. Thank you.

View comment · Edited Feb 23, 2023 · Helen Brown

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Helen Brown commented,

Community comment Feedback - Help Center (Guide)

Hi, Jens Herlevsen, thank you for your feedback and patience. I'm belatedly updating this post that English (France) was added to Guide as requested previously. Please go to Guide Admin > Setting > Language Settings, and click the "Add new language" button to search for "English (France)" to add this language variant. 

View comment · Edited Feb 21, 2023 · Helen Brown

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Helen Brown commented,

Community comment Feedback - Ticketing system (Support)

Hello, apologies for the very delayed response. I believe you opened a support ticket with the same question back in July 2022 that was addressed by our team. As noted in that ticket, we do not have plans to support Lao at this time. If this plan changes, I will update here. Thank you for your question. 

View comment · Posted Dec 02, 2022 · Helen Brown

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