Active tags in the Lang.ai platform can be used to automate specific actions in Zendesk.

The following actions can be taken on a ticket when a tag is automated in Lang.ai:

  1. Assigning a ticket to a Zendesk Group

  2. Changing the priority of a ticket

  3. Adding an internal note to a ticket

  4. Sending an auto-reply from a ticket

How to automate an active tag

An active tag can be automated by hovering over it and clicking on the three dots to the right. Clicking on the dots will show the menu below. Selecting Automate allows the user to choose an automation.

An active tag can also be automated in the Automations tab by clicking over the tag name and Edit. A dropdown menu will appear under Edit on the top-right that will allow the user to select an automation.

Automating a tag to a specific group

Automating a tag to a specific group allows the user to enable automatic ticket routing in their Zendesk platform. This automation can be used to create a reliable workflow for a customer support team.

Automating the priority of a tag to a specific level

Automating the priority of a tag to a specific level allows the user to change the priority of the ticket to urgent, high, normal or low. This automation can be used to prioritize urgent support tickets from customers.

Automating an internal note to a tag

Automating an internal note to a tag allows the user to update tickets with a note that highlights specific customer support information. This automation can be used to help train new agents who are still learning the team's customer support processes.

Automating an auto-reply to a tag

Automating an auto-reply to a tag allows the user to deflect tickets by adding a scripted response from their knowledge base. This automation can be used to reduce the number of tickets sent in to the Customer Experience team by changing the status of the ticket to 'Solved'.

FAQs

How can I tell if a ticket has been automated by Lang in Zendesk?

A ticket automated by Lang will show the trigger associated with the automation in the events.

Will the Lang automations affect my Zendesk triggers?

This depends on the order of the triggers since the last trigger to run takes prevalence.

How can I change the name under the reply automation so that it's not sent from our Zendesk Admin?

The name under the reply automation can be changed by creating a new admin account in Zendesk. Please follow the process here to update the Zendesk Support Integration in Lang.

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