Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
The GenAI autoreply sent to an end-user via “AI Agents for email/webform” is not included in the ticket message trail visible to end-users in their request history in the Help Center portal. I thought this was a bug and submitted a support request, but the ZD Support agent told me that this is intentional and that I need to submit a suggestion to get this implemented.
What problem do you see this solving? (1-2 sentences)
With the new “AI Agents for email/webform” capability, the end-user receives an autoreply email to their ticket submission from the AI Agent. This is part of Agent interaction with the end-user, and it should be included in the ticket trail, because if all goes well, it will be the only Agent interaction for that ticket before it's Solved.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
We recently converted from “autoreply with articles” to “AI Agents for email/webform”, and are looking to adjust our SOP for 0-touch ticket resolution in appropriate situations. Which means there may be no public comments in the ticket from a live Agent, only the GenAI response from the AI Agent. This GenAI reply is included in the ticket trail in the Agent workspace, and obviously the end-user receives the autoreply. But if the end-user reviews the ticket history in the Help Center portal, the GenAI response isn't there. Which means that the end-user cannot review the complete interaction history. This seems improper.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No workaround exists.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
The GenAI response sent in the autoreply to the end-user's request should be included in the ticket trail the end-user sees in the Help Center portal, just like it appears in the ticket trail in the Agent Workspace.
