Ask Rovo and Zendesk

[Ronit Gieske]

I have found conflicting information regarding the Rovo/Zendesk connector.  Is Rovo supposed to be able to read ticket content from Zendesk?  It doesn't seem like it does but Rovo Search searches results in some relevant Zendesk tickets listed in search results but an AI Summary cannot be generated.  

[Rebekka Heilmann _viadee_]

Hi @Ronit Gieske 

The Zendesk Connector indexes Ticket data & knowledge base articles and includes it in the Teamwork graph.

I would expect

• the data showing up in search
• Rovo including the data in any summaries
• Rovo being able to use the data in chat and for other actions

As i don't have the connector, I can't see if any skills are available. Some connectors allow you to even write in the connected system.

Sounds like a bug to me?! Do you get an error message?

[Ronit Gieske]

Thanks, Rebecca!  We don't get any error message.  I've attached a screenshot of what we see when trying to search Zendesk from Rovo. 

 Rovo search just lists relevant tickets without a summary.

I tested Rovo Chat again today and that seems to be working now! 

[Rebekka Heilmann _viadee_]

Hey @Ronit Gieske 

maybe Rovo doesn't quite understand the question - sounds to me that you expect Rovo to analyze aggregated data. I feel like "ticket volume" is confusing.

Could you try something like "summarize the zendesk tickets from the last 30 days mentioning topic x" ? 

But: only a wild guess on my part.