Hi Zendesk team,
Just sharing some customer feedback implementing Copilot for a customer, since we've faced a few issues and would love to hear for eventual solutions/updates:
- Double signatures: we sometimes see a signature added in the auto-assist, while one has already been added in the agent profile.
- Wrong signature (agent not assigned to ticket): we sometimes noticed the signature from the auto-assist adding another agent's signature from previous interactions, instead of the one from the current user.
- Macros are unusable in auto-assist: it's probably that way by design, but it might be useful at times to allow agents to add macros to the generated reply from auto-assist, in order to complete the answer.
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App (add-on) for translations no longer loading: an app is used in the Zendesk instance for translation in tickets, from the comment section (public note). When agents deactivate the auto-assist mode to add a manual reply, the app is not reloaded at the same time the auto-assist is disabled. The agents then have to leave the ticket, refresh their page, and come back to the ticket to use the app again.
Thanks a lot for your help,
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!