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) · Accepted solution]

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.

[Dr Valeri Colon _Connect Centric_]

I'd add to @Rebekka Heilmann _viadee_ by saying Rovo can index and surface Zendesk ticket data in search, which explains why you see results. However, summaries may not always generate—this can depend on indexing completeness, permissions, or how the query is phrased, and behavior can be inconsistent.

So what you’re seeing isn’t unusual. It’s not necessarily a bug, but more a current limitation/variability in how Rovo processes connector data for summaries. @Susan Hauth _Jira Queen_ may have more info on this, she's gotten down and dirty with Zendesk and Rovo.

[Susan Hauth _Jira Queen_]

Hi,

I'm currently working directly with Rovo Engineers on the Zendesk to Jira connector. 

Problem #1 - Even though advertised to work with Search and Agent, it currently does not and only works with chat.   There is a beta program to expand to Search and Agent and they enrolled my site in the beta so I could further test.

Problem #2 - Using search/agent/chat I cannot get Rovo to understand that I want a summary of the Zendesk ticket based on the actual Zendesk ticket# and/or URL to Zendesk Ticket.  The engineers are currently investigating why that might not work.  If you try search/agent/chat on the ticket summary it does actually work, but of course when you want a specific ticket information summary won't cut it.

Problem #3 - Initial synching.  This takes forever and the engineering team is also investigating.  Something about an Oauth connection dropping during the sync.  

Hope this helps explain some of the inconsistencies that you are experiencing.  Rovo engineering is aware and working on all of this!

Susan