Question

Pythia doesn't provide some/any reply suggestions in Zendesk Support or Chat. Why? 

Answer

There are different causes of empty suggestions:

• You might have not synced the macros/shortcuts that were created after the installation or the last synchronization. See how to sync macros/shortcuts. 
• There are no relevant suggestions for the given ticket/chat message (i.e. if it is too short or very misspelled).
• There are some relevant macros or shortcuts to suggest, but they are not highly relevant and ignored (this can be optimized for many cases if needed – contact us).
• [Support] Ticket is closed (suggestions don't make sense since the ticket can not be updated anymore).
• Pythia is down for maintenance or because of some internal issues (yeah, it happens to us too).

✅ NOTE
Pythia apps make suggestions reflecting the access permissions of the macros / shortcuts (group or department).  

💡 TIP
If you are looking to optimize the quality of the suggestions, check this article.