Alyssa Truesdale

We are using AnswerBot on the Web Widget classic.

Has anyone found useful reports to figure out what your users are looking for and what is being recommended? We are trying to prove the value of the bot but having a hard time doing so.

I would love some help in building out a useful report!

Would love an update to this. Having a hard time understanding what value to get out of the bot and how to make improvements.

We have the Web Widget Classic enabled in our Help Center with Knowledge Base Article Recommendations.

We've been asked by Legal to include a disclaimer in the greeting, which contains a hyperlink to the disclaimer text. We can't figure out a way to include this anywhere and we've checked code. 

Has anyone had to do this and figured out a way to successfully implement it?

We have SSO enabled but it appears enabled only for agents.

I changed the setting to the Help Center to 'require sign in' thinking it would allow for the end users to utilize SSO. However it doesn't show up as an option and requires the users to enter a username/pw.

Can you use SSO for end users and is it a different set up than we did for agents? 

I'm fairly new to Zendesk as the Admin and I'm finding the same frustration. I want to be able to add some of my product owners as followers to a ticket but occasionally they also need to respond. I upgraded their license to Lite Agent and now I'm playing the middle man to turn their private comments into public comments, which slows down the entire support SLA.

Desired Functionality: If a Lite Agent logs in, then they should only create private notes. If a Lite Agent receives an email, then their response should be public.

I have a small installation of Zendesk which is supporting internal users only. We are a 1-2 man operation so I don't want to over engineer anything right off the bat.

We are supporting 20+ products/processes and each one has a different SOP that we've worked with the owners to create. It's all being managed via a separate document and I would like to place those internal to ur Zendesk instance to make it easier for our agent/s.

I don't want to build out decision tree's right now - we aren't at that level of complexity. But I do want there to be a panel where an agent can 'look up' that SOP to find the right answer. 

Is there a good integration that can handle this? Beyond building out internal knowledge base. I do not plan for our ticket submitters to search for answers themselves. We have an intranet for that and they are coming to us regardless.