Zendesk
Agent Daily Work
About Zendesk
Zendesk is a customer service platform that helps businesses build better customer relationships. Its AI-powered products handle billions of support interactions across email, chat, voice, and messaging, giving agents the context they need to resolve issues faster.
Eval preview
A sample of what this eval checks.
| # | Input | Output | Confidence |
|---|---|---|---|
| 1 | ticket Review this workflow signal for `Unify channels into one queue`: `Agents can handle email, chat, and social conversations from a single workspace.`. Should it be flagged as fricti… | should_flag_painpoint: false · painpoint_label: none · severity: none | 0.91 |
| 2 | ticket A support_agent reports: "An agent accidentally sends an internal note as a public reply and exposes internal context to the customer." while using `Reply and resolve tickets`. Di… | should_flag_painpoint: true · painpoint_label: public_private_comment_misfire · severity: critical | 0.92 |
| 3 | ticket Given this observation in `Reply and resolve tickets`: "Solved tickets keep reopening with gratitude-only messages, inflating queues and distorting performance reporting.", decide… | should_flag_painpoint: true · painpoint_label: thank_you_reopen_noise · severity: medium | 0.93 |
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