Ian Marston

Hi

Any update on the release on pattern detection yet?
Ability to identify the order number and populate a custom field would be a brilliant functionality for us. 

It may seem trivial but shaving AHT by a few seconds on thousands of tickets and increasing accuracy would be great!

When will we be able to see the amount of times a process has been suggested in last 24hrs, 7 days, 30 days like we can in other areas of admin? Also, if you could include the number of “approved”, “edited”, and “rejected” stats next to that, that would be amazing help to manage and improve our processes

When will we be able to tag natively in the process?

When will we be able to have a search bar on the process management area?
All other areas of Zendesk have search bars, including being able to search articles in Guide Admin

 

Hi Jakub Konik & David Hall

Thanks for your initial answer on formatting.

We strongly feel the key functionality we require as early adopters for Auto Assist is to be able to add tags to tickets natively.

Without this native tagging capability being available directly in the instance (without having to set-up an action API into our own zendesk instance) it makes it very difficult to report on which processes are being used (approved).

In our scenario we feel this should happen:

1. Trigger adds agent_copilot_enabled tag

2. The agent approves/edits the suggestion, then in accordance with the process adds the tag natively to the ticket e.g. add tag Auto_assist_process_WISMO when the suggestion has been approved by agent

3. We can then set-up custom reports in Zendesk Explore to report which tickets contained each process tag

A secondary primary feature would be for Auto Assist to be able to read the AI intent prediction field, so that we could include that condition in our Auto Assist process we have written e.g. If intent prediction is “Where is my order” use the following process.

We cannot get “mark as solved” to work on auto-assist. We were under the impression this was the only pre-configured action available, but when accepting the AA reply, the ‘submit as’ stays as “Open” rather than “Solved”

When will you be implementing pre-configured action for Zendesk that adds tag xxxx_xxxx to ticket?

When will you be including event stamps to show which process was offered to agents?

When will you be enabling explore reporting on the process usage (offered/edited/rejected)?

Hi

How can i configure the auto-assist process formatting? e.g. new paragraph, bold, italic, underline etc?
Is it simply “in new paragraph ask the customer” or “in new paragraph tell the customer” or do the new paragraphs occur if in a different step?

Thanks

Added feature request:

https://support.zendesk.com/hc/en-us/community/posts/8135347328538-Feature-request-Triggers-and-automations-to-allow-action-Add-internal-note

Following on from https://support.zendesk.com/hc/en-us/articles/6191477770906-Recipe-Adding-comments-and-notes-to-tickets-using-triggers

It appears the ability to have the trigger/automation action to add an internal note is not available, unless AI add-on is purchased or via webhooks.
We would like this simple action to be available to all, and not limited to above please?