Usage tagging in Zendesk

When Assembled integrates with Zendesk, we automatically add specific tags to tickets to help your team track and analyze agent interactions involving our AI-powered features. These tags provide insights into how Assist features are used and help identify opportunities for optimization and reporting.

Below, we outline the tags that are added during interactions and explain their specific uses.

General tags

• calThis tag is added to every interaction involving Assembled Assist. It provides a high-level indicator that Assist was involved in handling a ticket and is added in addition to the feature specific tags.

Copilot: Feature specific tags

• cal-ask-question Added when an agent uses the "Ask a question" functionality to request information or clarification from Assist.

• cal-compose-from-notes Added when Assist generates a reply based on notes provided by the agent.

• cal-custom-action Added when a custom agent action is executed on a ticket. These custom agent actions are configured within Assist.

• cal-draft-reply Added when Assist generates a draft response for an agent to review and send.

• cal-move-to-internal-note Added when an agent clicks the "Move to internal note" button and moves a computed internal note response to an internal note.

• cal-move-to-editor Added when an agent clicks the "Move to editor" button to move a drafted reply (whether predrafted or drafted on demand) over into the text editor.

• cal-rephrase Added when an agent asks Assist to rephrase an existing draft or response for clarity or tone adjustments.

• cal-summarize Added when an agent generates a summary of the current conversation and past interactions for a ticket requester.

• cal-wrap-up-ticket Added when an agent clicks on the "Wrap up ticket" button to finalize and close out a ticket with pre-built wrap-up templates.

• cal-write-initial-greeting Added when an initial greeting is drafted and added to an agent's text editor.

Automation: Resolution path specific tags

For resolution path based automations, you have the ability to configure the tags that will be applied to a ticket under "Activation Settings". This tag will be applied for any ticket response that is auto-sent using a resolution path. 

The tags can be configured per resolution path, allowing you to create your own tagging system. Note that updates in tags will not be applied retroactively to tickets and only will be applied going forward.

How these tags are used

These tags make it easier for your team to leverage Assist effectively. By reviewing tagged interactions, you can:

• Understand how agents are using Assist across different tickets.
• Identify which Assist features are most popular and pinpoint areas where additional training or adjustments might be beneficial.

This kind of visibility ensures your team is consistently optimizing the tools at their disposal.