Ultimate’s AI-powered Ticket Automation eliminates repetitive and mundane support ticket tasks so your agents can focus on complex tickets and providing the best customer experience.
Ticket Automation is able to:
- Add tags and internal notes to Zendesk Support tickets automatically
- Create personalized messages from user info
- Update ticket information
- Merge tickets from the same requester
- Routing tickets to agents
Step 1: Import historical data
- This is quick and easy if you already use Zendesk Support. See importing data from Zendesk Support. If you don't, you can also import data manually.
- If you don't have historical data, see What to do if I don't have any historical data?
Step 2: Complete preparation
Your virtual agent in Zendesk Support needs its own account. For details see prepare connecting your ticket bot to Zendesk Support.
Step 3: Writing time!
Think about the replies you would like to use for each intent. You can use markdown to style the text replies.
- It's good to keep those inline with your brand, tone of voice and customer persona
- Have a look at the actions available for ticket automation to support your customer support processes
Step 4: Connect and test your ticket bot
Make sure the preparation for connecting your bot to Zendesk Support is done before connecting your bot.
Points to keep in mind when testing:
- Don't troll the bot
- Ask the same question in different ways
- Ask test participants to take screenshots to accompany their feedback
- Gather feedback in one place - you can easily find all the records in Conversation Logs but gathering feedback and screenshots in one place will makes iterating more efficient for you
- If you have set up actions and internal notes, see if they are inline with your current practice.
- If the customer support processes will be changed with the launch of the bot, this is a good time to take screenshots so your agents know what to expect.
Step 5: Iterate
With all the feedback you've gathered, time to make changes to your bot. It could be a different copy for the reply or adding actions to add tags and merge tickets to reduce your backlog.
Step 6: Launch and maintain
After launching the bot, meaning having a virtual agent working in your team, keep an eye on it and see how it's performing. Keep training the bot and make adjustments to your copy as you go in order to make sure your virtual agent always sound and act smart!