Assist (AI for Support)

When using Assist with Zendesk, it would be incredibly beneficial to be able to use the smart fields and data to update Zendesk ticket fields without first requiring a workflow to run on the interaction. The data (UID, OID, URLs, etc) are being populated into an internal comment at handoff, but cannot populate a ticket field without a workflow running. Having this information in a ticket field allows for things such as: Advanced reporting on which URLs are driving the most contacts Better routing to ensure the right team member is receiving the ticket Increased visibility on device type And more!

Customers currently have no way to automatically detect whether images attached to Zendesk tickets (or other support channels) are AI-generated versus authentic photos/screenshots. This creates challenges for: Fraud prevention teams dealing with synthetic documents Trust & safety teams moderating user-generated content Support teams needing to verify the authenticity of customer-provided evidence Requested Feature: Add capability to analyze attached images and flag or score them based on likelihood of being AI-generated or manipulated, rather than authentic photos. Use Cases: Detecting fraudulent identity documents, receipts, or proof-of-purchase images Identifying synthetic product photos in marketplace/platform abuse scenarios Flagging deepfakes or manipulated images in user content moderation Risk scoring tickets that contain potentially synthetic evidence

Ability to export report data found in Assembled

The ability to set operating hours within Assist is critical; otherwise, Chat interactions can be handed off when no live Agents are available. For customers with both WFM and Assist products, the operating hours should be reflected in both platforms.

Request for related tickets for manual bulk solves (without merging) when customers contact multiple times about the same topic and there are "open" tickets.

Requesting to add zendesk ticket form as a property when creating a trigger.

Ability to exclude or include ticket form ID in the ticket property drop down as part of the classification rules

Ability to see which tickets an agent has worked and be able to export the data from the reporting tab

I should be able to activate and disable Copilot for multiple users at once directly from the People page.

A lot of Intercom customers have been interested in an integration with Assembled AI. We should consider offering Copilot and omni-channel AI for Intercom users.