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Suggested Replies Road Map

  • July 10, 2024
  • 2 replies
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Michael14

Could we get some feedback from Zendesk on the direction and next steps for Suggested Replies?

We implemented a tagging system via macros for agents to report on if a Suggested Reply was helpful. Most of our data has shown the suggestions have not been helpful or even have a suggestion. This is likely due to a lot of our replies not coming from macros, but our kb. (Also, our reporting is limited to humans remembering to run a macro.)

Knowing directionally where this feature is heading would help us determine if this could help our operation and continue in the EAP.

    2 replies

    P
    • Prakruti
    • September 4, 2024

    Hi Michael, 

     

    Apologies for the late response. In terms of roadmap - we do prioritise looking for responses in macros before querying your KB. It is dependent on coverage of macros and Knowledge base for the topics. Cases where there is no suggestion is due to that.  I would love to hear your thoughts - 

    • quality of suggestions - What does your typical first reply look like ? 
    • setup - Should we be looking at something other than macros and KB? 

    We are planning to introduce tags , similar to what you have, for accepted suggestions. This will enable you to understand the volume of tickets where suggestions were accepted, topics where the acceptance rate of suggestions is high and its impact on your First Reply Time / Assignment to First Reply Time. 

     

    Thanks again for writing in. 

    P
    • Prakruti
    • September 4, 2024

    I would also love to hear about insights you are gaining after manually adding tags. I understand it is dependent on agents. 

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