The new ticket includes the agent’s comment, a link to the knowledge base article, and a link to view the original support ticket that prompted the update. ![]() When an agent adds a comment to an existing knowledge base article, Zendesk creates a new ticket. Zendesk allows agents to leave flags and comments on existing knowledge base articles to suggest changes or additions. That means your team can easily keep your knowledge base articles up to date by taking advantage of each agent’s product knowledge as they answer tickets. But Zendesk also supports continuous improvement. The features above focus on leveraging your knowledge base articles to save agents time. Assigns the ticket skill as “technical bugs” (meaning only agents who are technically skilled will see this ticket).Pre-fills the response and asks the ticket requester to follow the referenced knowledge base articles to reset their browser cache.Automatically escalating or assigning the ticket to a different agent.įor example, a software company that often gets support ticket requests about a navigation bar bug could build a macro that:.Filling in response text (also known as canned responses).Macros allow you to automate a set of tasks - all the agent has to do is run the macro and, presto, the set of tasks is complete. Automate tasks with macrosįor tickets that aren’t fully resolved with Answer Bot’s suggestions, you can use macros to save time. ![]() Then, if the suggested article resolves the user’s issue, they can mark the ticket as resolved without needing to engage with an agent. For example, if the user submits a ticket referencing a forgotten password, Answer Bot can suggest an article about password reset. Use Answer Bot and AI for ticket deflectionĪnswer Bot uses artificial intelligence (AI) to analyze a user’s support ticket text and suggest knowledge base articles that may be related to their issue. By activating the feature and adding a quick code snippet to email replies, you can start saving your agents’ time and helping users resolve their issues faster. Once you’ve created knowledge base articles in Zendesk, you have everything you need to turn on Answer Bot. The Zendesk support app can help your team aggregate and document product knowledge (and answers to other FAQs) using knowledge base articles, Answer Bot, and macros. In our experience, it’s very common for a company to end up with product knowledge that’s segregated in different places or even completely undocumented. ![]() Document your team’s knowledge in knowledge base articles Our favorite discovery while learning about Zendesk was the deep integration between knowledge base articles and the support app. The knowledge base, Answer Bot, and macros Zendesk facilitates knowledge sharing between agents and other teams, allows for prioritization of tickets while considering a variety of factors, and even helps save agent time through a robust knowledge base offering. Overall, we were impressed with how many Zendesk features are designed to make support team best practices easy and fast to implement.
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