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Pedro Cerqueira
Joined Apr 11, 2024
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Last activity Feb 03, 2025
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Latest activity by Pedro Cerqueira
Pedro Cerqueira commented,
Hi Tim Sulzberger ,
Just wanted to let you know we are working to build Explore dashboards where you will be able to track AI usage for:
- Auto Assist
- Suggested First Replies
- Suggested Macros
- Similar tickets
- Merging Suggestions
- Quick Answers
We expect these to be available during H1.
View comment · Posted Jan 30, 2025 · Pedro Cerqueira
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Pedro Cerqueira commented,
Hi barbara.graciano ,
I'll reach out via the ticket.
Thanks!
View comment · Posted Jan 24, 2025 · Pedro Cerqueira
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Pedro Cerqueira created an article,
Announced on | Rollout on |
February 4, 2025 | February 4, 2025 |
We’re excited to announce a significant enhancement to our Advanced AI add-on for new customers.
This article contains the following topics:
What’s changing?
Starting February 4, 2025, new Advanced AI customers will have certain AI-powered agent and admin capabilities turned on by default, streamlining your experience and maximizing the value you receive from our platform.
The following features will be automatically activated for customers purchasing the Advanced AI add-on:
- Intelligent triage detection of intent (if an intent model is assigned), language, and sentiment
- Similar tickets
- Merging suggestions
- Quick answers for Agent Workspace
- Enhance writing
Note: Because of their need for further configuration, auto assist, suggested first replies, and suggested macros will remain off by default and will require manual activation by admins.
Why is Zendesk making this change?
Most AI features are designed to integrate seamlessly into agents' workflows, making them non-disruptive and self-explanatory. Therefore, after purchasing the Advanced AI add-on, there is no compelling reason to keep these features off by default. Admins still have the flexibility to turn off any specific feature.
What do I need to do?
No action is required from you. However, if you want to configure or turn off any of these features, see the links above.
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.
Edited Feb 03, 2025 · Pedro Cerqueira
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Pedro Cerqueira commented,
Hi barbara.graciano ,
Can you confirm what's your account so we can analyse and eventually get in touch with you?
Thanks!
View comment · Posted Jan 22, 2025 · Pedro Cerqueira
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Pedro Cerqueira created an article,
Announced on | Rollout on |
January 21, 2025 | January 21, 2025 |
We’re excited to announce that auto assist can now read certain ticket fields. This enhancement boosts auto assist’s accuracy when suggesting the next best response to agents, helping to ensure recommendations align with your existing procedures.
This announcement contains the following topics:
What’s changing?
For customers with the Advanced AI add-on, auto assist can now read the following ticket fields:
- Assignee email
- Assignee name
- Brand
- Priority
- Requester email
- Requester name
- Status
- Subject
- Type
This means you can write procedures in plain language referencing these ticket fields as shown in the examples below, and auto assist will use this information to suggest the best responses.
Examples of how to leverage ticket fields in auto assist procedures:
- Brand-aware procedures
- Select the correct refund duration from an existing procedure based on the ticket brand (for example, Brand X is 20 days, but Brand Y is 30 days).
- Use the account verification procedure for Brand X because the ticket brand is X.
- Email confirmation
- If the requester’s email address is example@acme.com, proceed with the refund process.
Why is Zendesk making this change?
When you create procedures for auto assist, you might want to rely on ticket data to guide accurate ticket resolution. With access to these ticket fields, auto assist can create more complex procedures that fit their internal processes, as well as to eliminate suggestions from irrelevant brands.
What do I need to do?
There is no action required of you. However, you might want to revisit any auto assist procedures you’ve already created and consider adjusting them to take advantage of the ticket fields that auto assist can now access. For help, see Creating and managing procedures for auto assist.
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.
Edited Feb 04, 2025 · Pedro Cerqueira
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Pedro Cerqueira created an article,
Announcement on | Rollout on |
January 9, 2025 | January 9, 2025 |
We're thrilled to announce that the similar tickets and merging suggestions features are now segmented by brand. This means an agent will see similar tickets and merging suggestions only for tickets in the same brand as the base ticket the agent is working on.
These features are available with the Advanced AI add-on.
This announcement contains the following topics:
What’s changing?
Similar tickets and merging suggestions must always be in the same brand as the base ticket the agent is working on.
Why is Zendesk making this change?
You might use multiple brands to represent different sub-companies or brands of your business that are managed independently. Because of this, you might not want AI suggestions to include tickets or context from other brands.
What do I need to do?
There’s no action required of you. Starting now, similar tickets and merging suggestions will always be from the same brand as the base ticket the agent is working on.
For more information on similar tickets, see Turning on similar tickets (EAP) and Finding tickets similar to the current ticket (EAP).
For more information on merging suggestions, see Turning on merging suggestions and Merging related tickets based on suggestions.
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.
Edited Jan 14, 2025 · Pedro Cerqueira
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Pedro Cerqueira created an article,
Announced on | Rollout starts | Rollout ends |
October 24, 2024 | October 24, 2024 | October 28, 2024 |
We're excited to announce key improvements to the similar tickets feature. You'll now experience better precision in similar ticket recommendations, along with more recommendations overall.
This announcement includes the following topics:
What's changing?
The similar tickets feature, currently in an early access program (EAP), has already garnered strong interest. The improvements in the recommendations' precision and the increase in overall number of recommendations were achieved by leveraging generative AI. We believe it will greatly enhance this feature's usefulness and adoption.
Additionally, we've made the similar tickets feature available to more customers by removing the requirement to have the intent prediction type turned on. This means that all customers with the Advanced AI add-on can now benefit from similar tickets without any extra setup.
Why is Zendesk making this change?
Based on your feedback, we recognized two key areas needing improvement: the precision and availability of similar ticket recommendations. You often noticed similar tickets existed but weren't seeing enough of them. When they did appear, they sometimes weren't useful due to the complexity and unstructured nature of the ticket content.
These enhancements are designed to support all agents across a wide range of tickets, from the simplest to the most complex, as well as from the most frequent to the rarest cases. Ultimately, we expect them to boost efficiency, reduce resolution times, and improve customer satisfaction.
What do I need to do?
If you've already signed up for the similar tickets EAP and turned similar tickets on, then no further action is necessary. This change will be automatically available after the rollout ends on October 28.
If you have the Advanced AI add-on but haven't yet signed up for the EAP, you can sign up for the EAP here. For more information on using the feature, see Finding tickets similar to the current ticket (EAP).
If you’re interested in the Advanced AI add-on, see Buying the Advanced AI add-on or contact your Zendesk account representative.
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.
Edited Oct 24, 2024 · Pedro Cerqueira
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Pedro Cerqueira commented,
Hi Sheldon ,
Thanks for the feedback.
Some comments:
- we are already trying to address the ‘too few tickets examples’ scenario you mentioned (we should have news to share soon).
- we are also working to identify the main attributes we should use to filter similar tickets (in the future we might be able to pass some of this customization to the admin side - in exploration).
- regarding the problem/incident ticket workflows, I understand that your need is to give agents the ability to quickly identify tickets that share the same root cause/problem and were not yet identified by agents, correct?
Thanks!
View comment · Posted Sep 24, 2024 · Pedro Cerqueira
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Pedro Cerqueira commented,
Mai Lena Mondal the question I was asking was more to understand if there are any Zendesk attributes you think we could use to differentiate between tickets related to different products? (e.g. brand)
Thanks!
View comment · Posted Sep 24, 2024 · Pedro Cerqueira
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Pedro Cerqueira commented,
Hi James Walsham
Regarding this:
"Hello, I'm seeing the ticket which I'm viewing displayed as one of the similar tickets, is this expected behaviour?"
No, it's not. Should be fixed during the next 2 weeks max.
Thanks!
View comment · Posted Sep 23, 2024 · Pedro Cerqueira
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