Understanding 1-Ticket Updates - Frequently asked questions
Explore common questions about 1-ticket updates in Zendesk. Learn how they work, their benefits, and how to effectively manage them in your support system.
Frequently asked questions
What does a -1 ID mean in Zendesk ticket updates?
A -1 ID in Zendesk ticket updates indicates a system update. When a ticket is updated by a -1 ID, it means that Zendesk itself has made the update, rather than a user or agent. This typically occurs during system processes, such as when a…
Why does Zendesk show -1 for updater_id in ticket audits?
Zendesk shows -1 for updater_id in ticket audits to indicate a system-generated update. This occurs when the system itself, rather than a human user, updates a ticket. Such updates are common in automated processes, like when a messaging ticket is…
How are system updates reflected in Zendesk ticket audits?
System updates in Zendesk ticket audits are reflected by a -1 ID for the updater. This indicates that the update was made by Zendesk's system rather than a user. These updates typically occur during automated processes, such as the creation and…
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“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.”
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“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.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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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."
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Freecash
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