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Jake Bantz
已加入2021年4月14日
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最后活动2025年1月03日
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的最新活动 Jake Bantz
Jake Bantz 创建了一篇文章,
宣布日期 | 开始推行 | 结束推行 |
2024 年 9 月 26 日 | 2024 年 9 月 26 日 | 2024 年 10 月 3 日 |
智能分类 Explore 数据集和预建面板现已可供已启用智能分类的高级人工智能订阅用户使用。
此公告包括以下主题:
有什么变化?
添加了以智能分类为中心的数据集和面板,以便智能分类采用者可以根据由 Zendesk 人工智能支持的智能分类扩充功能发现工作流程改进机会。这些改进包括路由或业务规则更改、自行程序和自动回复,以及专员回复数量多或解决时间长的工单主题。
Zendesk 为何作出这项更改?
通过实施智能分类数据集,我们可优化 Explore 体验,以便与智能分类特定指标和属性互动,同时提供各种广泛采用的指标,帮助您发现可以改进的空间并评估您根据这些智能分类见解所做的更改。
我需要做些什么?
高级人工智能订阅用户将需要至少对一种预测类型(意向、语言或情绪)启用智能分类。启用后,匹配您设置中的条件的新创建的工单将添加预测。进行下一次 Explore 同步时,该数据将开始显示在自定义报告和预建面板中。
已启用智能分类的客户将看到 2024 年 8 月 3 日之前的智能分类预测数据。对于在此日期之前创建的工单,您可以使用工单和消息传送数据集构建自定义报告。
有关智能分类面板和数据集的更多信息,请查看:
如果您对此公告有反馈或疑问,请访问我们的社区论坛,我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助,请联系 Zendesk 客户支持。
已于 2024年9月30日 编辑 · Jake Bantz
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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.
查看评论 · 已于 2024年8月12日 发布 · Jake Bantz
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Jake Bantz 进行了评论,
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.
查看评论 · 已于 2024年5月31日 发布 · Jake Bantz
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Jake Bantz 进行了评论,
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.
查看评论 · 已于 2024年5月29日 发布 · Jake Bantz
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Jake Bantz 进行了评论,
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.
查看评论 · 已于 2024年5月17日 编辑 · Jake Bantz
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Jake Bantz 进行了评论,
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.
查看评论 · 已于 2024年4月25日 发布 · Jake Bantz
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Jake Bantz 进行了评论,
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.
查看评论 · 已于 2024年4月16日 发布 · Jake Bantz
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Jake Bantz 进行了评论,
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!
查看评论 · 已于 2024年3月22日 发布 · Jake Bantz
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Jake Bantz 进行了评论,
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.
查看评论 · 已于 2024年3月20日 发布 · Jake Bantz
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Jake Bantz 进行了评论,
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?
查看评论 · 已于 2024年3月18日 发布 · Jake Bantz
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