Jake Bantz

1. Support
2. ...
3. Ticket automation and collaboration
4. Automatically detecting customer intent, language, and sentiment

Håvard Skare, This article is super helpful in tracking down why a ticket was not enriched by intelligent triage: Why didn’t intelligent triage add predictions to a ticket? Can you please see if th...

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• Jake Bantz
• Création 28 novembre 2023 21:52
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Improve AI's Sentiment and Intent suggestion after on manual adjustments

Hi Eric, Thanks for sharing your feedback! This is on our roadmap, but I'm also pulling your input into our product feedback to help guide our path as we develop such features.

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• Jake Bantz
• Création 15 novembre 2023 19:04
• 1 vote

1. Support
2. ...
3. Ticket automation and collaboration
4. Analyzing intelligent triage results and taking action

Hi Tatiana Christensen, I'm glad you're finding use out of the resources we've put together! There are a couple of approaches you could take when the agents see the intents as incorrect. You could ...

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• Jake Bantz
• Création 31 octobre 2023 15:10
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Has anyone had any luck with generative AI that reads your knowledge base and suggests a response?

Tom Erik Skjønsberg, Thanks for the feedback! That could be pretty powerful for sure. I'm going to pull this into our product feedback repository to make sure it's considered in future iterations w...

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• Jake Bantz
• Création 27 octobre 2023 09:17
• 1 vote

1. Communauté
2. Zendesk Suite Q&A
3. Custom user fields in placeholders

Hello! Be sure you are adding a context to the placeholder like requester or current_user. We have more information about the context the product is expecting in this article.

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• Jake Bantz
• Modifié 24 octobre 2023 11:17
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Making Zendesk AI a tool not a toy

Viachaslau Skorbezh I'm glad you're keeping up to date on what we're building. 😀 I'll make sure my colleagues see your point about combining summary and intent. For reporting - yes! There are some ...

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• Jake Bantz
• Modifié 12 octobre 2023 09:45
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Making Zendesk AI a tool not a toy

Hi Viachaslau Skorbezh, Thanks for taking the time to provide us with feedback. Hopefully you have found it already, but our team is working hard to build and enhance the ticket summarization featu...

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• Jake Bantz
• Création 11 octobre 2023 07:58
• 1 vote

1. Communauté
2. Zendesk Suite Q&A
3. Has anyone had any luck with generative AI that reads your knowledge base and suggests a response?

Hi Brian Greenberg, You're very timely! We just announced generative replies in a bot here. Are you also looking for functionality like this, but to occur via a trigger/ticket comment? Are you look...

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• Jake Bantz
• Création 5 octobre 2023 10:10
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. AI - Ticket Summarization should also Summarize Internal Notes

Reshma Patel thanks for the fast response and input!

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• Jake Bantz
• Création 25 septembre 2023 16:06
• 0 vote