Messaging/procedures - Auto Assist creating a message loop?

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Aaran Chilinski - Customer Success Developer

Publicado 03 mar 2025

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.

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3 comentarios

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      Google Gangs

      Hi, 

      This behavior occurs when Auto-Assist is paired with “Solve Ticket” by default, which can create a loop. To avoid this:

      • Add a tag (e.g., auto_assist_sent) when the message is sent.
      • Update your triggers so the message is not re-sent if that tag already exists.
      • Instruct agents to uncheck “Solve” before sending their response.
      • Create a trigger to reopen tickets automatically when customers reply.

      Best regards

      Google Gangs

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      Francis Casino

      Hi Aaran,
       
      The looping issue you’re experiencing with Zendesk Auto Assist occurs because suggested responses that automatically solve the ticket can cause the system to repeatedly send the same message when the ticket isn’t fully closed or properly updated. This happens since Auto Assist bases suggestions on ticket status and conversation history, leading to repeated prompts if the ticket remains “solved” but still active. To avoid this, it’s important to prepare tickets correctly before using solve actions, consider implementing custom actions or macros for better control, and train agents to disable Auto Assist when needed. Reporting this behavior to Zendesk can also help improve the feature in future updates.

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      Helen Young

      Hello,

      This is a known issue when auto-assist is paired with “solve ticket” by default. To prevent the loop:

      Add a tag (e.g. auto_assist_sent) when sending the message.

      Set triggers to avoid re-sending if that tag exists.

      Let agents uncheck “solve” before sending.

      Create a trigger to reopen tickets when customers reply.

      Best Regard,

      Helen

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