When configuring the Workflows for Triggers+ChatGPT, you need to configure what the Zendesk Action is. This instructs the Workflow what to do with the output returned by the OpenAI ChatGPT API. If no output is returned by ChatGPT, nothing is changed in the ticket.
The Zendesk Action(s) that can be selected may depend on the OpenAI ChatGPT Action you have selected (refer to Configuring the Workflows - OpenAI ChatGPT Action).
In this Article
Selecting the Zendesk Action
Add Tag to Ticket
Add Comment to Ticket
Set Custom Field Value
Zendesk Action for Translate with Translation Direction as Inbound
Zendesk Action for Translate with Translation Direction as Outbound
Zendesk Action for Translate with Translation Direction as Custom
Selecting the Zendesk Action
Select the Zendesk Action by checkmarking it:
- Add Tag to Ticket
- Add Comment to Ticket
- Set Custom Field Value
You can select more than one Zendesk Action. For example, you could add the ChatGPT output as a Tag in the ticket and also add this as a Comment to the ticket as an Internal Note in the same Workflow.
Add Tag to Ticket
The Add Tag to Ticket action adds the ChatGPT output as a Zendesk Tag to the ticket.
Checkmark Add Tag to Ticket.
If the output from ChatGPT has upper and lower cases characters and any spaces (such as "Where Is My Order"), the value will be added as a Tag formatted in lowercase and with spaces replaced by underscores (_). So for this example the Tag will be added as "where_is_my_order".
Add Comment to Ticket
The Add Comment to Ticket action adds the ChatGPT output as a Comment to the ticket.
Checkmark Add Comment to Ticket. You can then select to add this either as an Internal Note or as a Public Reply.
Care should be taken when selecting Public Reply. For example, you could add a Custom Prompt that asks ChatGPT to add a Public Reply to reply to customers and this 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.
Set Custom Field Value
The Set Custom Field Value action updates the ChatGPT output to the Custom Field that you select. Checkmark Set Custom Field Value.
Ensure that the Zendesk Custom Field has been set up to accept the output that will be updated. For example, if the value from ChatGPT is alphanumeric, ensure the Custom Field will accept an alphanumeric value and not just a numeric value.
Then select the Custom Field from the drop-down.
If the output has upper and lower cases characters and any spaces (such as "Velvet Red Geraniums"), this will be added to the Custom Field in the same case with the spaces. So for this example the Custom Field will be added unchanged as "Velvet Red Geraniums".
If the Custom Field you need does not already exist when you are setting up the Workflow, you can add it from the Zendesk Admin Centre (using a different window) and then click Refresh fields from Zendesk so you can select it.
Zendesk Actions when OpenAI ChatGPT Action is Selected as Translate
When using the OpenAI ChatGPT Action Translate, the Zendesk Action can only be set as Add Comment to Ticket.
Zendesk Action for Translate with Translation Direction as Inbound
When the Translate is set to Translation Direction as Inbound, there are no changes needed for the Zendesk Action and this is automatically set to Add Comment to Ticket as an Internal Note.
Zendesk Action for Translate with Translation Direction as Outbound
When the Translate is set to Translation Direction as Outbound, there are no changes needed for the Zendesk Action and this is automatically set to Add Comment to Ticket as a Public Reply.
Zendesk Action for Translate with Translation Direction as Custom
When the Translate is set to Translate Direction as Custom - Choose the field to translate, you can set the ChatGPT output to be added either as an Internal Note or as a Public Reply.