Joe Baer

Hi I wanted to post some feedback about the reporting that is available for AI agents.

It would be great if Explore allowed you to drill in on data about interactions with the AI agent that never needed to be handled by a human (where a ticket is never opened)

For example one of our clients wanted to know how many of their specific users interacted with the AI Agent and the AI agent answered their question so they didn't need to be transferred to a human. The Answer Bot dashboard allows you to report on all customers but not a subset of them. We use JWT to capture the user info (name and email when they first interact with the bot so I know that info is captured pre ticket and in fact you can see the name in the unresolved conversations/automated resolutions section in the admin center under insight for AI Agents.

It would be great if we could report on that and filter by email addresses for these interactions so we could then see how effective AI agents are for certain subsets of our user base.

we would also like to see the message sent to the customer be updated. the we're offline actually seems a little blunt (would love to soften that message and make it more customer friendly) and because of the way our messaging flow is set up it is confusing as well. We just let them know we are not available then the bot comes in and says the same thing. Because we can't edit the message I can't use this feature at this point which is too bad since it seems like a great feature.

any update on when focus mode will be supported in omnichannel?

I am considering switching from chat to messaging and omnichannel will solve a lot of issues I am having with  trying to make sure customers get answered quickly  and tickets dont remain in one agents bucket if they are helping others, but without focus mode it doesnt seem I will be able to effectively stop agents from getting a call while taking real time messages from customers. We still want our agents to answer messages like they are chats and help the customer in real time so this would be needed functionality

A recent security penetration test on our website resulted in the Zendesk JWT Single Sign on solution utilizing an insecure algorithm for the token encryption. The JWT is using HS256 instead of RS256. This is used for loading support chat and has become a vulnerability on our site, and assuming all other customers who use this JWT SSO solution have the same issue.Your website here: https://support.zendesk.com/hc/en-us/articles/4408845838874 states "Note: Zendesk does not support the RS256 and ES256 JWT algorithms.".

Are there plans to support this in the future? The lack of support of this algorithm may force us to look at another chat provider.

Yes autorefresh is essential functionality to make sure we are on top of our tickets. Please prioritize this.