Understanding Zendesk Content Cues
What are Content Cues in Zendesk and how do they work?
Content Cues in Zendesk use machine learning to help improve your knowledge base. They identify support topics and articles that need review.
Content Cues are a feature in Zendesk that leverage machine learning technology to enhance your knowledge base. They work by analyzing your Guide article usage data and incoming Support tickets to identify common questions and keywords. This process helps you discover opportunities to update or create relevant help center articles. There are two main types of content cues: Support topics, which identify common questions from support tickets, and Articles to review, which highlight both top-performing and underperforming articles in your help center. For more details, you can check theoriginal link.
More related questions
What are the account requirements for using Content Cues in Zendesk?
To use Content Cues, your Zendesk account must meet specific plan and ticket requirements. For the Content Cues feature to function, your account needs to be on the Guide Enterprise plan. Additionally, for Support topics, you must have at least 100…
Who can view Content Cues in Zendesk?
Viewing Content Cues depends on your role and support privileges in Zendesk. If you're a Guide agent or admin, you can access the Articles to review tab, as it doesn't rely on support permissions. However, to view the Support topics tab, you must…
How do I access the Content Cues admin page in Zendesk?
Accessing the Content Cues admin page is straightforward through the Guide admin interface. To access the Content Cues admin page, navigate to Guide, click on Guide admin at the top of the page, and then select the Manage articles icon. Under the…
Can I exclude certain tickets from Content Cue recommendations in Zendesk?
Currently, there is no way to exclude specific tickets from Content Cue recommendations in Zendesk. Content Cues aggregate information from all your tickets, and there isn't an option to exclude any content at this time. This limitation means that…
Is it possible to customize or turn off Content Cues in Zendesk?
As of now, there is no option to customize or disable Content Cues in Zendesk. Users have expressed interest in customizing Content Cues, such as excluding certain ticket types or terms, but these features are not currently available. Zendesk…
Can I mark a Content Cue as resolved in Zendesk?
Currently, you cannot mark a Content Cue as resolved in Zendesk; you can only dismiss it. Once a Content Cue is addressed and removed from the list, it will be re-evaluated after 90 days. Users have requested the ability to archive cues to track…
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