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.

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.

• Once installed, open the Assistants page from the Unleash panel.

• Click on your Zendesk Assistant and start configuring the assistant preferences.

For self-hosted setups: Please reach out to your Unleash representative to schedule an installation call.

Step 2 | Configuring the Assistant’s Sources

The Zendesk ticket assistant will be created in the Assistants page in Unleash. The sources you can connect for the assistant include both the apps you or your workspace admin have integrated with Unleash and the knowledge stored within the Unleash app. The data from these resources will be used to answer any questions directed to the bot. By narrowing the scope and prioritizing specific resources, you can improve the quality of responses, ensuring that only the most relevant information is used to answer questions.

Default Wiki

The displayed wiki is the dedicated one created when the assistant was set up to allow workspace members to add information specific to that workspace for the bot to use.

Sources

To configure the assistant’s sources:

• Click on + Add App.

• Select the relevant app you want to connect.

  • If you have multiple links connected for an app, a popup of the links you have access to will appear. Click on the relevant account.

• To add resources from Unleash, select Unleash.

  • Under Wikis, choose the wiki/s you would like to include.

  • You can add Unleash again as an app and select additional wikis.

• Narrow the scope of the resources the bot will use by clicking on +More Filters (optional).

• As you apply filters, the system dynamically updates the available options, ensuring that new filters remain within the scope of your current selection. Three constants are: Specific Resource, Last Edited and Type.

  Specific resource:

  • Search for a resource 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 answers from when responding to a question.

  • 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.

  Type:

  • Select the type of resource available for that app.

• 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 answers within the prioritized resources you set. If no answer is found, it will expand its search to other connected resources.

    To activate knowledge prioritization:

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

• Click Save.

Link Indications

• If any card contains a file, the Assistant will scan and utilize those files to provide more accurate answers

• Private wikis and links that are set as a data source will be visible as answers delivered by the bot in channels. Private wikis and links are identifed by this icon:

• Links that are still syncing to Unleash are displayed with this syncing icon:

• If the selected link fails to sync, an indication will appear below the app, prompting you to try reconnecting the link on the Unleash app connection page.

• If the link was removed, an indication will appear below the app.

• When a link is selected within 24 hours of its initial connection, a message informing you that full AI functionality will be available within 24 hours of the connection time will be displayed.

Step 3 | Configuring the Assistant Instructions

The instructions are set to the default settings, allowing you to configure the response length and adjust the tone. The advanced settings button enables you to customize and control the assistant’s behavior, tone, and response style by giving free text instructions.

Default Settings

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.

Note: Switching between standard and advance resets the previous values without saving them.

Advanced Settings

The Advanced Settings button enables you to personalize the assistant’s behavior, tone, and response style by entering custom free-text instructions. You can provide detailed instructions up to 3,000 characters.

You can provide instructions to tailor:

• Tone (e.g., formal, casual, assertive, confident).

• Response Length (e.g., concise, moderate, detailed).

• Role and Behavior Guidelines (e.g., acting as a professional customer support representative or a knowledgeable expert in a specific field).

Example: As a customer support representative at Acme, you are responsible for responding to customer inquiries with politeness and attention to detail, ensuring that each response is thorough and helpful. Please send every message with “Best Regards, [Your Name].”

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 four tabs:

  • Summary: Offers a general overview of the ticket.

  • Resolution: Provides AI-generated suggestions to help resolve the ticket.

    • 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.

  • Knowledge: Displays knowledge resources from your connected apps that were used to generate the resolution suggestion. You'll also see the source of the information and related articles, which you can click to view in more detail.

  • Tickets: Shows similar tickets, allowing you to review past resolutions and speed up your ticket-handling process.

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.