Ticket Automation & Collaboration - Frequently asked questions
Frequently asked questions
How do I configure settings for CCs and followers in Zendesk?
To configure settings for CCs and followers in Zendesk, navigate to the Admin Center. You'll find the options under Objects and rules > Tickets > Settings. Here, you can adjust various settings related to CCs and followers to suit your workflow…
What is the process for turning on generative AI features in Zendesk?
To enable generative AI features in Zendesk, you must have the Advanced AI add-on. These features enhance the capabilities of agents and the help center by providing AI-driven insights and automation. Once you have the add-on, you can activate…
How can I analyze my agents' use of generative AI in Zendesk?
To analyze your agents' use of generative AI in Zendesk, you need the Advanced AI add-on. This add-on provides access to datasets that allow you to explore how AI is being utilized by your agents. By analyzing these datasets, you can gain insights…
What are the steps to enable side conversation child tickets in Zendesk?
To enable side conversation child tickets in Zendesk, go to the Admin Center and navigate to Workspaces > Agent tools > Side conversations. Here, you can activate the feature, which allows you to create child tickets from side conversations. This…
How do I create business rules for CCs and followers in Zendesk?
Creating business rules for CCs and followers in Zendesk involves accessing the Admin Center and navigating to Objects and rules > Tickets > Settings. Here, you can set up rules that dictate how CCs and followers are managed within your ticketing…
What is intelligent triage in Zendesk and how can it be used?
Intelligent triage in Zendesk is a feature that uses AI to automatically categorize and prioritize tickets based on their content. To use intelligent triage, you need the Advanced AI add-on. This feature helps streamline ticket management by…
How can I customize email notifications for CCs and followers in Zendesk?
To customize email notifications for CCs and followers in Zendesk, access the Admin Center and go to Objects and rules > Tickets > Settings. Here, you can modify the default email templates and set specific conditions for when notifications are…
What are the benefits of using skills-based routing in Zendesk?
Skills-based routing in Zendesk allows you to automatically direct tickets to agents based on their specific skills and expertise. This feature, available with the Advanced AI add-on, ensures that customer inquiries are handled by the most…
How do I manage intelligent triage predictions in Zendesk?
Managing intelligent triage predictions in Zendesk requires the Advanced AI add-on. Once enabled, you can view and adjust predictions through the Admin Center. This involves reviewing how tickets are categorized and prioritized, and making…
How can I turn off CCs and followers in Zendesk?
To turn off CCs and followers in Zendesk, go to the Admin Center and navigate to Objects and rules > Tickets > Settings. Here, you can disable the CCs and followers feature if it no longer fits your workflow needs. This can help simplify ticket…
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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.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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