Alan

+1 - this would be a useful configuration for us as well.

Mary O'Neill - you mentioned exclusions based on custom field will be coming in H1 2024. Will those (or other exclusions) be available for all customers or just as part of the Advanced Data Privacy and Protection add-on?

Overview

We'd benefit from being able to report on which tickets used which AI features like text expansion and tone shift. 

User Stories

As a customer service manager, I want to use Explore to compare metrics like CSAT and Handle Time based on different AI Features used so that I can understand the effectiveness of those features.

As a customer service QA analyst, I want to see if an agent used AI text-editing features so I can better educate agents who sent a suboptimal response.

Latest Impact

Some leaders on our team had hesitations about enabling the EAP without the ability to identify which tickets used these AI features.

Workarounds

Our best workaround would be to have agents use macros/tags when using AI features to help us track usage. We do not currently plan to do that due to the additional effort it would require.

Ideal Solution

• When viewing ticket events, below comments, there's a display of AI text-editing features used for the comment. This would solve the use case of a QA user needing understand AI usage for a specific ticket.
• In Explore, there are attributes for AI feature usage that we could use to filter metrics by. I'm not sure if the best structure for this would be a Ticket Field Change in the Ticket Updates dataset or something else.

+1 - we'd like to use this data in analytics dashboards without having to manually update it.

+1 - I'd love to be able to preview or navigate to the dynamic content from the macro or form/field settings page rather than having to separately find the corresponding dynamic content.

+1 to the concerns that 1,000 MAU is too low as a baseline for this feature.

We're experiencing this as well. 

I created one here.

Feature Request Summary: 

Zendesk should support using pre-filled ticket forms when using SSO.

Description/Use Cases: 

Currently, if you're using SSO for customer login, you won't be able to use pre-filled ticket forms. The parameters are lost when the customer returns to Zendesk. See these posts for more info:

• https://support.zendesk.com/hc/en-us/articles/5547458416794-Pre-filled-ticket-fields-are-removed-after-logging-in-with-SSO
• https://support.zendesk.com/hc/en-us/community/posts/4703281675418-Pre-filling-ticket-forms-doesn-t-work-well-with-logged-out-users-and-SSO

Business impact of limitation or missing feature:

We use pre-filled ticket forms to help guide customers to use standardized form selections that allow us to easily prioritize, route, and report on specific issue types. Not being able to do so creates more manual work for agents to categorize and update these tickets as needed. It also creates more work for customers to have to fill in those fields manually that we could otherwise default for them.

Feature Request Summary: 

We'd like to have Requester External ID as a column available in ticket views.

Description/Use Cases: 

External ID in our Zendesk configuration is the customer's user ID in other systems. We'd like to have it available in Zendesk views to enable workflows in those systems for customers contacting us in Zendesk. Today, it's not a column available to add into Views, which would be a very flexible way for us to get at that data.

User story: As a support agent, I need to export a list of external IDs for a set of tickets so that I can take an action on them in another system, then reply to their tickets in Zendesk once I've completed the action.

Business impact of limitation or missing feature:

This is moderately impact for us. We have a workaround of using Explore instead of views, but the 1-hour delay can lead to delay in updates making it to Explore can slow our workflows.

The other workaround would be build something custom using the API, but we'd prefer to have access to a solution like a View that doesn't require engineering resources.