Unleash for Zendesk Tutorial v3

🪛 What are Unleash Bots for Zendesk?

When you install the Unleash App for Zendesk to a workspace, a dedicated bot is created within the Assistant page in Unleash, specifically for that workspace. This dedicated section allows you to manage the bot's settings and knowledge sources effectively.

🤖 What Does the Bot Do?

Unleash can be effortlessly embedded within your Zendesk platform. Our Zendesk bot enhances support interactions by offering your support agents automated response suggestions and surfacing pertinent articles from your designated knowledge base for tickets they are handling. If a relevant answer is found, the bot will provide it along with useful resources for reference.

🆕 How Do I Get Started?

To get started, install the Unleash App for Zendesk. Then login to your Zendesk support account. From your Zendesk support account, click on the Unleash icon on the top of the page or from the side bar. you will be redirected to a set up call with us. Once setup your agents can access the bot from any ticket they open by clicking on the apps icon in a ticket (indicated on the right hand side of the image) and the answer bot will answer with suggestions for your ticket.

💫 How do I Customize the Bots Responses?

In the Assistant page, on the left hand panel of Unleash, you have the ability to tailor the 🤖's responses to suit your requirements:

👍🏽 Preferences:

Toggling this on allows the bot to use the data of past Zendesk articles and tickets as sources to generate resources and suggestions.

🧩 Setting the Data Source:

In the Assistant Tab Groups, you have options to configure the data sources that the bot can access to retrieve suggestions. Two essential data sources are:

1. Knowledge from Unleash - Wikis:

Unleash automatically creates a dedicated Wiki when you add the bot to a workspace. Select from previous Wikis created in Unleash to add more knowledge for the agent to utilize.

If any card contains a file, the bot will scan and use the files to provide answers if relevant to the question

2. Knowledge from Apps - Apps and Resource Types: