Pythia for Zendesk Support levels up support agents' experience of macros usage and their productivity in general. Explore the key features of the app below – watch the demo video below.
Reply Suggestions are instantly provided in the app when the ticket is opened in Zendesk Support. Pythia suggests replies for the last requester comment (or considering many comments in a raw).
There are cases when suggestions are not provided. Please refer to the article Why I don't see any reply suggestions from Pythia in ticket / chat?
Apply or Submit
You can preview a text of the macro by clicking on the suggestion card (another click closes it back). Each card has two buttons – Apply (applies a macro to the ticket for further editing – just like usual Zendesk macro works) and Submit (instantly applies a macro skipping editing).
You can hide the Submit button completely using global settings of the app (Zendesk Admin > Apps > Manage > Pythia > Deselect Show Submit button).
Advanced Search makes it easy to quickly find right macros or shortcuts both by their title and description, sorted by relevance. You also can see search terms highlights in the titles and texts of the macros, preview them and use Apply or Submit buttons.
If your Zendesk account has multiple Brands and Groups you get the filtered search results considering current Brand value and assigned Group of the ticket.
With Quick Buttons, you can bind up to 8 macros to special buttons, assign apply or submit action to them and use in tickets as quick actions. Hover the button to see details about it. Each agent can set up their own Quick Buttons to build up a unique set of buttons for most used macros.
For Quick Buttons setup refer to the article How to set up Quick Buttons.
Enjoy Pythia and happy support! :)