Overview of Swifteq Triggers+ChatGPT

The Swifteq Triggers+ChatGPT app is a tool that provides seamless ticket automation in Zendesk powered by OpenAI's ChatGPT. It allows you to extract relevant information from tickets, and save it directly in dedicated ticket fields. The app works in the background to cut down ticket handling times and optimize Workflows. 

By configuring multiple Workflows, Triggers+ChatGPT can add information to multiple ticket fields. For example, one Workflow may set a Tag in the ticket and another Workflow can be set up to also add a Custom field.

In this Article
Configuring Workflows
    OpenAI ChatGPT Action
    Zendesk Action
Free 14-day Trial and Pricing Options
Summary of Installing, Creating an Account, Connecting and Configuring
Reports

Configuring Workflows

You configure the Triggers+ChatGPT Workflows with your own rules and according to your own requirements. For full details, refer to Configuring the Workflows for the Triggers+ChatGPT App and to the examples in the section Example Workflows.

In each Workflow you select the following:

• The OpenAI ChatGPT Action that you want to use.
  This controls what ChatGPT is looking for in the ticket and, if found, provides the output.
  
  
• The Zendesk Action to apply.
  This instructs the Workflow what to do with the output from ChatGPT when updating the ticket. For example, this can be set to add the output as a Tag, or set the value of a Custom Field. You can also add the output to the Comment as either an Internal Note or a Public Reply.   

OpenAI ChatGPT Action

You set up a Workflow by selecting one of the following OpenAI ChatGPT Actions.

• Categorize
  The Categorize action uses ChatGPT to intelligently pull information from your tickets and allows you to analyze the text in the customers' messages. This would be useful, for example, to add a Tag to a ticket based on a variety of ways that customers inform your support team of the reason for the contact and can be used to detect  customer emotions such as complaints.
  
  You can also set up additional Zendesk Triggers to direct tickets to the relevant groups or agents based on these Tags. For example, by using the Categorize to add a Tag, that Tag can be used as a condition in a separate Trigger to assign the ticket to a given group or agent. The additional Trigger would be created separately in the Admin Center, not by the Triggers+ChatGPT app.
  
  
• Detect Thank You Only
  You can use the Detect Thank You Only action to the handle tickets that get reopened, after the ticket has been solved, due to a customer sending a thank you note as a response. If a customer sends a thank you note, without any additional information, ChatGPT detects this and adds a thank_you_only Tag to the ticket.  You then set up a Zendesk Trigger which uses this Tag to reset the status of the ticket to "Solved".
• ​Translate
  The Translate action provides automatic translation of ticket content. You can set up the Workflows so that new messages are automatically translated as they arrive and so that Agents can write the reply in your language which is then translated so the reply is sent in the customer's language.
  
  
• Extract Value
  With the Extract Value action you can instruct ChatGPT to pull information from the tickets. Specific text can be extracted from a ticket, such as an Order Number or product type.
  
  
• Custom Prompt
  The Custom Prompt action offers the most flexibility and allows you to add your own prompt to provide the instructions to ChatGPT. You include Placeholder codes, such as {{ticket.last_customer_comment}}, {{ticket.last_agent_comment}}, {{ticket.last_internal_note}} and {{ticket.customer_name}} to tell ChatGPT where in the ticket to look and what for.
  
  You can use Custom Prompt, for example, to add an Internal Note to a ticket to record information such as feedback from the customer comment.
  
  The Placeholder codes that relate to comments of note such as {{ticket.all_customer_comments}}, {{ticket.all_agent_comments}}, {{ticket.all_comments}} or {{ticket.all_internal_notes}} can be used to summarize an entire conversation once a ticket was solved.
  
  You can also add a Custom Prompt that asks ChatGPT to add a Public Reply, for example, to compose an email. Care should be taken with the instructions for this but it could be appropriate for very specific cases, such as a generic reply to refund request but not as a generic prompt for all kinds of messages.

Zendesk Action

The Zendesk Action instructs the Workflow what to do with the output when updating the ticket. If no output is found for the action, nothing is changed in the ticket.

You can select from one or more of the following options.

• Add Tag to Ticket
  This adds the output as a Zendesk Tag to the ticket. This is useful to Categorize tickets.
  
  
• Add Comment to Ticket
  You can add the output to the Comment in the ticket and this can be added either as an Internal Note, or added as a Public Reply which would be sent to the customer. 
  
  
• Set Custom Field
  The ChatGPT output will be used to update the value of the Custom Field that you select. This is useful to give additional information to a ticket in a common field, for example, as a reference for something such as an Order Number.

Free 14-day Trial and Pricing Options

You can install a free 14-day trial of the Triggers+ChatGPT app. Refer to Installing the Swifteq Automation Apps.

There are then various pricing options for your subscription, according to the number of tickets you have in your Zendesk Support per month. Refer to Subscribing to Triggers+ChatGPT, Managing your Billing.

Summary of Installing, Creating an Account, Connecting and Configuring

1. Install the app
   From the Zendesk Marketplace, go to the Swifteq Triggers+ChatGPT App (or click this link
   https://www.zendesk.com/marketplace/apps/support/960060/triggerschatgpt/)
   and click Start Your FREE 14-day Trial.
   Then, from the Zendesk Marketplace > Apps > Triggers+ChatGPT page, click Install.
   
   Refer to Installing the Swifteq Automation Apps.
   
   

2. Create a Swifteq account, or Login
   From your Zendesk Agent Dashboard, open the Triggers+ChatGPT app from the sidebar. Then either create a Swifteq account or login in with your existing account.
   
   Refer to Creating an Account for the Swifteq Automation App.
   
   

3. Activate the Triggers+ChatGPT app
   The first time the app is used, it needs to be activated to enable it on your account.
   
   Refer to Activating the Swifteq Automation in Activating, Connecting and Authorizing the Swifteq Automation App for your Zendesk Support.
   
   

4. Connect and Authorize the Triggers+ChatGPT app to your Zendesk Support
   This authorizes the app to securely access your Zendesk account. 
   
   Refer to Connecting to Zendesk Support in Activating, Connecting and Authorizing the Swifteq Automation App for your Zendesk Support.
   
   

5. Allow Swifteq permission to access your Zendesk account
   Swifteq then needs the permission to access your Zendesk account and read your Zendesk Support tickets.
   
   Refer to Allowing the Swifteq Automation App to Access your Zendesk Account in Activating, Connecting and Authorizing the Swifteq Automation App for your Zendesk Support.
   Configure and Enable the Workflows for the Triggers+ChatGPT app
   You set up the Workflows for your own requirements for Triggers+ChatGPT in the Configuration.
   
   Refer to Configuring the Workflows for the Triggers+ChatGPT App.
   
   Refer also to the following articles which give examples of setting up Workflows for specific scenarios.
   
   
   • Example Workflow - Categorize a Ticket based on the Text in the Customer Comment and Update the Categories as Tags in the Ticket
      
   • Example Workflow - Translate an Inbound Message
     
     
   • Example Workflow - Translate an Outbound Message
     
     
   • Example Workflow - Extract Order Number from the Customer Comment and Update it to a Custom Field in the Ticket
     
     
   • Example Workflow - Extract Feedback from the Customer Comment and Update it to the Internal Note in the Ticket
     
     
6. Enable Triggers+ChatGPT
   When you have set up and enabled your Workflows, enable the Triggers+ChatGPT app.
   Refer to Enabling Triggers+ChatGPT.

Reports

You can display a summary of the tickets processed and the tickets updated by the Triggers+ChatGPT app

This allows you to understand how the app is performing. Refer to Reports for Triggers+ChatGPT.