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Jake Bantz
Data ingresso 14 apr 2021
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Ultima attività 03 gen 2025
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Ultima attività di Jake Bantz
Jake Bantz ha creato un articolo,
Data dell’annuncio | Data di inizio implementazione | Data di fine implementazione |
26 settembre 2024 | 26 settembre 2024 | 3 ottobre 2024 |
Il dataset Explore e il dashboard predefinito del triage intelligente sono ora disponibili per gli abbonati all’intelligenza artificiale avanzata che hanno abilitato il triage intelligente.
Questo annuncio include i seguenti argomenti:
Cosa cambia?
Sono stati aggiunti un dataset e un dashboard incentrati sul triage intelligente per consentire agli utenti del triage intelligente di identificare le opportunità di miglioramento del workflow in base agli arricchimenti del triage intelligente basati su Zendesk AI. Questi miglioramenti potrebbero includere modifiche alle regole di indirizzamento o aziendali, automazione e risposte automatiche, nonché argomenti di ticket di superficie con un numero elevato di risposte degli agenti o lunghi tempi di soluzione.
Perché Zendesk apporterà questo cambiamento?
Implementando un dataset di triage intelligente, offriamo un’esperienza Explore ottimizzata per interagire con le metriche e gli attributi specifici del triage intelligente, fornendo al contempo una varietà di metriche ampiamente adottate per aiutarti a identificare i margini di miglioramento e misurare le modifiche apportate in risposta a questi insight di triage intelligente.
Che cosa devo fare?
Gli abbonati all’intelligenza AI avanzata dovranno abilitare il triage intelligente per almeno uno dei tipi di previsione, scopo, lingua o sentiment. Una volta abilitati, i ticket appena creati che corrispondono ai criteri nelle impostazioni verranno aggiunti alle previsioni. Alla prossima sincronizzazione di Explore, i dati inizieranno ad apparire nei report personalizzati e nel dashboard predefinito.
I clienti che hanno già abilitato il triage intelligente vedranno i dati di previsione del triage intelligente risalenti al 3 agosto 2024. Per i ticket creati prima di questa data, puoi usare i dataset di ticket e di messaggistica per creare report personalizzati.
Per ulteriori informazioni sul dashboard e sul dataset del triage intelligente, consulta:
- Panoramica del dashboard di triage intelligente
- Analisi dell’attività di triage intelligente
- Metriche e attributi per Zendesk AI
Per feedback o domande su questo annuncio, visita il forum della community, dove raccogliamo e gestiamo i feedback dei clienti sui prodotti. Per ricevere assistenza generica con i prodotti Zendesk, contatta l’assistenza clienti Zendesk.
Data ultima modifica: 07 feb 2025 · Jake Bantz
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Jake Bantz ha commentato,
Hi Robert vanH
It is not possible to enable/disable by brand today. If you don't want the historic intelligent triage data and tags on those tickets, you could perhaps use a trigger to remove the values. Something like:
Conditions:
- (Meets All) Brand is not Brand A
- (Meets Any) Intent, Language, and Sentiment are present - this would be 3 separate conditions.
Actions:
- Set intent, language, sentiment, and their related confidence levels back to a blank value.
If you order this trigger high in your trigger list (at least before any intelligent triage based actions), it should wipe out the fields before those fields would impact your alternate brands' tickets.
As this is a workaround, I will capture your feedback for our team to look at for future enhancements, but hopefully this will help you limit the reach of intelligent triage while you try it out.
Visualizza commento · Data ultimo post: 12 ago 2024 · Jake Bantz
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Jake Bantz ha commentato,
Hello,
I did want to offer a potential option for your use case if you have Advanced AI on your account. Here are the basics:
- Create an automation with the conditions you want to meet.
- Set the actions in that automation to add a tag of your choice.
- Create a trigger which looks for the addition of that tag.
- Set the actions of that trigger to add an internal note to the ticket (similar to this example, but without the AI specific conditions).
This should result in a similar result to what you're requesting, but just needs a trigger to finish the job.
I hope this is helpful! Please let us know if you have any questions about this configuration.
Visualizza commento · Data ultimo post: 31 mag 2024 · Jake Bantz
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Jake Bantz ha commentato,
Hi Govinda,
Thanks for posting! I'm not on the Explore team, but I'm a big fan and user of it. There is the ability to hide columns when showing a table visualization. You can navigate to the Chart Configuration tool (the icon that looks like a paintbrush) > Columns:
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If you click on the 👁️ icon (in the bottom right of my screenshot), you can hide or show the specific column. Is this what you had in mind? If not, can you please share more about the configuration of your report? The chart configuration tools offer quite a bit of customization in reports, so I hope you can find what you need.
Visualizza commento · Data ultimo post: 29 mag 2024 · Jake Bantz
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Jake Bantz ha commentato,
Hello everyone! Jake here from the Zendesk product team, I appreciate you continuing to express interest in this feature and sharing your individual use cases.
We apologize for the delay on our end in providing you with an updated response to your feature request. We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
We are going to close this post as “not planned”. We will leave the post open for comment and encourage you to continue to add your use cases and support but want to remind folks, as is stated in our Community Guidelines, that we can not commit to prioritizing any one piece of feedback we receive in the community.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
Visualizza commento · Data ultima modifica: 17 mag 2024 · Jake Bantz
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Jake Bantz ha commentato,
Hi Carrie,
Thanks a bunch for sharing your feedback on this. This behavior is common for Explore (not just Guide reporting) when reporting on events (like votes, comments, views), but the object to which the events are tied is deleted, archived, etc. The events no longer have a parent item under which we can aggregate these events. A workaround I've seen some customers use is to create a section where they can move articles that they want to archive, and instead restrict the viewing permissions to only admins or their KB team.
That being said, I will pull this into our product feedback so that we can assess this behavior for the Guide dataset as we make future dataset and dashboard updates.
Visualizza commento · Data ultimo post: 25 apr 2024 · Jake Bantz
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Jake Bantz ha commentato,
Hi Alexia, if you are a subscriber to Advanced AI, you should be able to activate any features which don't require intents. The instructions should be in the respective documentation for each feature listed here. The requirements for intent predictions is documented in this article which can hopefully help you identify why intent isn't available on your account.
If you are still unsure what's going on from that point, please engage our support team.
Visualizza commento · Data ultimo post: 16 apr 2024 · Jake Bantz
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Jake Bantz ha commentato,
Yes! Ctrl + z (or cmd + z on Mac) certainly work to undo. But as you called out - you may only want to change/revert part of the reply. Very valuable feedback that I'll pull in along with what you shared previously.
Thanks!
Visualizza commento · Data ultimo post: 22 mar 2024 · Jake Bantz
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Jake Bantz ha commentato,
Hi all! These decisions are often made as data needs to be aggregated for user activities on an item like an article and digested specifically for Explore while also not impacting the front-end performance of Guide. Constantly updating something like an article record for each view (where there can be many per second) could have unwanted impacts, so we direct the data to our reporting platform which can handle such events.
I did want to highlight that a recurring export option is coming from our Explore team later this year which would hopefully solve for making the data more portable. You can read more about that announcement in Exporting datasets from Explore (Beta). The hope is that this can give the unified experience you're looking for to access your data while not having to resort to feature specific endpoints.
Visualizza commento · Data ultimo post: 20 mar 2024 · Jake Bantz
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Jake Bantz ha commentato,
Hi Shannon,
Thanks for reaching out. I've pulled this insight into our product feedback tool to make sure it can be considered for future enhancements.
I was curious - where would you want (or what your agents) to see this comparison? Would it be in the comment composer? Some sort of undo/redo behavior? Or perhaps you visualize it in some other way?
Visualizza commento · Data ultimo post: 18 mar 2024 · Jake Bantz
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