Zendesk

How it Works

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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:

1. Draft Answers: Editable responses that are likely to resolve the ticket.

2. Quick Links: Relevant sources for the ticket, such as docs, previous support tickets, and Slack threads.

3. Summaries & To-Do's: Summaries of long conversations and actionable remaining to-dos.

4. 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.

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.

Contact us to set up a separate project with those sources.

Generate an API Key

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

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

Install the Zendesk App

1. Access Zendesk: Log in to your Zendesk account with administrator credentials.

2. 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.

3. Authorize Installation: Review and accept the requested permissions.

4. 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.

5. Optimize Display: Pin the app to the support sidebar for the best chat experience.

Use with a ticket

To use Keep with a support ticket:

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

Turn Tickets into FAQs

1. Open your resolved support ticket.

2. In the Keep interface, click Ticket into FAQ.

3. Review the generated FAQ:

   • Check the auto-generated FAQ items
   • Use the copilot chat to request any needed changes
   • Click Save to KB when ready

4. 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)