Thorsten Rothenpieler

Thanks for creating this and good suggestions.

I would like to add that it would be useful to be able to teach the bot how to better answer next time, a question like this comes in. 

In our case, I noticed that some unresolved questions could have been answered with one of our Help Center articles but the bot didn't use them. I would like to teach the bot that article X would work for question Y and so on. 

It would be great if those transcipts would be part of Explore to have more options. I, for instance, would like to see more conversations than from the last 7 days. It would be useful in general to be able to filter by date and language. Having the ticket ID (when a ticket has been created) is very useful too. 

+1

We need this for our use case:

• Customer sends email to Light Agent who is a Non-Support team member. 
• Light Agent forwards customer email to our support email address which creates a ticket in Zendesk. 
• Since the forwarded email gets inserted as an internal note, the First Reply timer is not being fired. 
• Even when one of our Support agents now replies to the customer within seconds, the First Reply SLA has not been met yet. 
• When the customer then replies, the First Reply times starts ticking. 
• This results in our Support agents needing to reply to the second message within our First Reply SLA to adhere to it. 

A possible solution would be one of the following for me: 

1. Include internal notes and start the First Reply timer right away. 
2. Completely ignore tickets that start with an internal note from the SLA metric.