Release Agent Capacity for Messaging - Frequently asked questions
Discover how to automatically release agent capacity for messaging conversations. Find answers to common questions and optimize your Zendesk support operations.
Frequently asked questions
What is the new feature for automatically releasing agent capacity in Zendesk?
Zendesk has introduced a feature that automatically releases an agent's capacity when their messaging conversations become inactive. This allows agents to handle more incoming customer support requests efficiently. By automating the release of…
Why did Zendesk implement automatic capacity release for agents?
Zendesk implemented automatic capacity release to help agents manage multiple conversations more effectively. Agents often juggle several messaging tickets at once, making it challenging to track end-user activity and update ticket statuses…
How can I enable automatic capacity release for my Zendesk account?
To enable automatic capacity release, your account must have the improved messaging backend. Zendesk is working on making this backend available to more accounts. If your account uses messaging with omnichannel routing, you can take advantage of…
What should I do if I have questions about the new Zendesk feature?
If you have questions or feedback about the new automatic capacity release feature, you can visit Zendesk's community forum. This platform is where Zendesk collects and manages customer product feedback. For general assistance with Zendesk…
Is the automatic capacity release feature available for all Zendesk accounts?
Currently, the automatic capacity release feature is only available for accounts with the improved messaging backend. Zendesk is in the process of expanding access to this backend for more accounts. If your account uses messaging with omnichannel…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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Read FreeCash's case study
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