Zendesk

Overview

Keep's Smart Assist mode analyzes the ticket you're currently looking at to generate intelligent suggestions to move the ticket forward.

Suggestions can include:

Draft Answers: Editable responses that are likely to resolve the ticket.
Quick Links: Relevant sources for the ticket, such as docs, previous support tickets, and Slack threads.
Summaries & To-Do's: Summaries of long conversations and actionable remaining to-dos.
Other: Quick replies, sentiment analysis, and other helpful insights.

Keep is fully conversational - you can ask for clarifications or even request modifications to suggested answers.

Install Keep in Zendesk

Visual walkthrough on how to install Keep in Zendesk

Step 1: Generate an API Key

First, lets get an Inkeep API key for the copilot:

Go to the Inkeep Dashboard
Select your project under Projects
Navigate to the Assistants tab
Click on Create assistant
Select Support Copilot
Give it a name like "Support Copilot"
Click on Create
Copy the generated API key, which we'll refer to as the Copilot API key

To update the API key for your Support Copilot:

Go to the Inkeep Dashboard
Select your project under Projects
Navigate to the Assistants tab
Find the assistant named "Support Copilot" (or the name you gave it)
Copy the API key associated with this assistant

Now, update the API key in your Zendesk Support Copilot App configuration:

Go to your Zendesk Admin Center: https://<your_subdomain>.zendesk.com/admin/apps-integrations/apps/support-apps
Find the Inkeep Support Copilot App
Click on Change Settings in the app's context menu
In the settings form, locate the API Key field
Paste the new API key you copied from the Inkeep Dashboard
Save the changes

Your Support Copilot will now use the updated API key, which may give it access to different data sources or configurations based on your Inkeep project settings.

Step 2: Download the Zendesk App

Access Zendesk: Log in to your Zendesk account with administrator credentials.
Install the Application: Go to the App Listing or navigate to the Zendesk Marketplace and search for "Keep AI Copilot for Support". Click the Install button to begin the installation process.
Authorize Installation: Review and accept the requested permissions.
Configure the App: Follow the prompts to set up the app, including inputting your Inkeep Support Copilot API key that you generated in the previous step.
Optimize Display: Pin the app to the support sidebar for the best chat experience.

Use Keep with a ticket

Visual walkthrough on how to use Keep in Zendesk

To use Keep with a support ticket:

Open a support ticket in Zendesk
Open the Inkeep app on the right side bar
Click on Smart Assist

Turn Tickets into FAQs

Visual walkthrough on how to turn Zendesk tickets into FAQs using Keep

Open a resolved support ticket in Zendesk
In the Keep sidebar, click Turn into FAQ
Review the generated FAQ:
- Check the auto-generated FAQ items
- Use the copilot chat to request any needed changes
- Click Save to Inkeep when ready
Access your FAQs:
- Visit the Inkeep Dashboard
- Select your Copilot's Project
- Open the Tuning FAQs tab
- Manage your FAQs (edit, create, enable, or disable)

Note

Generated FAQs should already be sanitized of sensitive information and could be used as customer-facing FAQs. However, you can choose to use the FAQ source from only your private project. By default the FAQs are used only by the project that the Support Copilot was created in.

Add Private Sources

The Support Copilot can leverage your private content, like Slack conversations in internal channels and historical support tickets, in addition to your public docs and help center content.