Zendesk Ticket Assistant

As your company grows, the number of customers and tickets your agents handle daily in Zendesk increases significantly. This surge can overwhelm your support team, as they need to sift through vast amounts of information to find the right documentation to resolve each ticket. Consequently, customers might experience delays, waiting hours, or even days for a response.

The Unleash Zendesk Ticket Assistant addresses this challenge by automatically summarising your ticket and suggesting solutions to resolve it. This tool can greatly reduce support interactions by providing agents with automated response suggestions and highlighting pertinent articles from your designated knowledge base. When a relevant answer is found, the bot offers it along with useful resources for reference, enabling quicker and more efficient ticket resolution.

In which languages are the ticket summaries available?

Ticket summaries are provided in both the original language of the ticket and in English. For example, if a ticket is written in Spanish, the summary will be available in both Spanish and English.

Step 1 | Installing the Unleash App for Zendesk

To install the Unleash app for Zendesk:

• Open the Zendesk App Marketplace.

• Click Install.

• Select the account to install the app.

• Click Install.

• On the page you were re-directed to, click Install.

• You must set up an installation call with your Unleash representative to create the Assistant for your Zendesk account.

Step 2 | Configuring the Assistant Preferences

Adjust Tone

Configure the tone that the assistant will adopt when delivering suggestions. You can set the tone to neutral, assertive, and confident, with the default being neutral.

To adjust the assistant’s tone:

• Click on the dropdown for Adjust Tone.

• Select:

  • Neutral: This is the default tone. It mirrors the language style documented in your resources and provides a balanced and professional response.

  • Assertive: This tone is direct and clear, communicating the necessary information with authority. It is used when conveying a strong stance.

  • Confident: This tone is positive and assured, instilling confidence in the customer. It is used when reassuring the customer or demonstrating expertise.

Response Length

Configure the response length that the assistant will use to deliver suggestions. You can set the response length to short, standard, or long, with the default being standard.

To configure the response length:

• Click on the dropdown for Response Length.

• Select:

  • Short: Typically consists of 1-2 sentences, providing quick, straightforward suggestions.

  • Standard: Slightly longer, usually a paragraph or a few sentences, offering more detailed explanations.

  • Long: In-depth and comprehensive, often spanning multiple paragraphs or containing detailed explanations.

Step 3 | Configuring the Assistants Knowledge Bases

The Zendesk ticket assistant will be created on the Assistants page in Unleash. Once created, a dedicated wiki is established for the assistant. This wiki is specifically for knowledge relevant to this workspace.

The knowledge bases you can connect for the assistant are:

• Knowledge from Unleash

• Knowledge from Apps

Note: Private wikis and links that are set as a data source will be visible as suggestions offered by the bot in tickets. Private wikis and links are identifed by this icon:

Knowledge from Unleash

This includes wikis created within Unleash that you can access and whose knowledge and data will be used to generate suggestions. If any card contains a file, the assistant will scan and use the files to provide suggestions.

To configure the assistant’s knowledge base from Unleash:

• Click on Select Wiki.

• Search and select the relevant wikis.

• Click out to close the search bar.

Knowledge from Apps

You can specify the apps and resource types the assistant will search through to generate suggestions. The apps are those that you or the workspace admin connected to Unleash. Narrowing down the scope of filters and prioritizing links enhances the quality of responses by ensuring relevant information is used to generate suggestions.

To configure the assistant’s knowledge base from Unleash:

• Click on the App filter.

• Click on the relevant app.

  • A popup will open if you have multiple accounts connected; click on the relevant account.

• The Type filter will automatically change to the supported resource type for that app.

  • If more than one type is supported:

    • Click on Type.

    • From the dropdown, select the relevant resource type.

• Click on +More Filters (optional).

  • Refine and filter the knowledge the app will use to generate suggestions. These filters are dynamic and change according to the app and file type you’ve added. Two constants are:

    • Specific resource:

      • Search and click the checkbox next to the relevant resource to check specific resources as data sources.

      • You can select as many as you want.

      • Once done, click Select.

    • Last edited: Establish specific timeframes for the bot to draw information from when generating suggestions.

      • Choose a time filter or scroll to the bottom and select Custom.

      • Select a time from Before, After, or Between.

      • Select the dates.

      • To save, click out.

• To add another app, click +Add App (optional).

  • You can activate knowledge prioritization when you have more than two app sources configured. The assistant will seek information within your prioritized resources and expand its search to other connected resources if no suggestion is found.

    To activate knowledge prioritization:

    • Click Knowledge Prioritizationon the sources to prioritize (you can prioritize more than one).

• Click Save.

Step 4 | Suggestions for Tickets

With the bot invited and the assistant set up, all that’s left is for you and your support agents to get ticket suggestions.

Opening the Suggestions Bot

Getting suggestions for tickets:

• Open any ticket.

• On the right-hand side, click on Apps.

• There are two tabs:

  • Summary: This gives you a general summary of the ticket.

  • Resolution: This provides suggestions along with the source of the information and related articles, allowing you to click for more details and open the resource.

    • ClickCopy on the suggestion to copy the content and share it wherever you need.

    • We encourage feedback on the bot's generated suggestions to enhance our algorithm. Agents can hover inside the suggestion and give a thumbs-up or thumbs-down on its helpfulness and accuracy.

Creating a Card from a Resolution

You can create a card to address the specific ticket. If a similar ticket arises, the knowledge will be stored in Unleash and ready to be suggested again.

To create a card:

• Hover inside the suggestions box.

• Click on the three-dot menu.

• ClickCreate a card.

  • The information from the suggestions and the source will be duplicated onto the card. You can edit it as you wish.

• Give the card a title.

• Select a wiki to save the card.

  • We recommend the wiki that was created for this workspace upon the creation of the assistant.

• Click Save.