Zendesk

Overview

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

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

For the best experience, pin the Keep app to your support sidebar.

Use Keep to answer tickets

Use Keep Smart Assist

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

How Keep Responds

Quick Links

Keep can provide quick links to relevant sources for the ticket, such as docs or previous support tickets.

Answer drafts

Keep generates draft answers when it's confident it can help. When you receive a draft answer:

1. Use the quick actions (like "shorten" or "casual") to refine the response. These are faster than asking Keep to modify the answer through chat.
2. Click Apply to insert the refined answer into your reply field, then add any final touches.

Admitting when it doesn't know the answer

Keep will honestly acknowledge when it doesn't have enough information to help.

Quick reply response

Keep can provide a quick reply response to the user. These responses are designed to be concise and actionable, helping you respond efficiently to common customer inquiries.

Follow up questions

Keep can ask follow up questions to get more information from the user. These targeted questions help gather the specific details needed to provide a more accurate and helpful response to the customer's issue.

To-Do's

Keep can generate a list of to-dos from a conversation. This helps you track action items and next steps that need to be completed to resolve the customer's issue effectively.

Other

Keep can provide other helpful insights, such as sentiment analysis and summaries.