Who can use this feature?
- Part of Anywhere: Activation.
- 1000 Activations per month available with Enterprise and Advanced plans.
- Additional Activations available with Anywhere: Activation. Learn more.
- Requires an Admin or Architect role to configure.
- Part of Anywhere: Activation.
- 1000 Activations per month available with Enterprise and Advanced plans.
- Additional Activations available with Anywhere: Activation. Learn more.
- Requires an Admin or Architect role to configure.
The Fullstory Zendesk app offers support for AI-generated session summaries, allowing you to specify a prompt profile that brings in the exact context about a user's session for your customer-facing team members.
Setting up Activation Session Summaries
Follow the steps below to set up the Fullstory Zendesk app for use with AI-generated session summaries.
- If you haven't already, see the main Zendesk article and install the Fullstory app from the Zendesk Marketplace.
- From within Zendesk, click the grid icon in the top right and choose Admin center.
- Click the magnifying glass on the left and search for Zendesk Support apps.
- Find the Fullstory app under Enabled apps and click on it.
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Optionally, in the Summary Profile ID field, enter the ID of a prompt profile.
Note: While you can leave this field blank, it is highly recommended that you create a custom prompt profile that matches your specific use case. You can experiment both with what you ask the AI to look for in the session as well as how you want the response formatted. - Click Update to save the configuration.
Pinning the Fullstory app to the Zendesk ticket interface
Once the Fullstory app has been set up, team members will be able to find the app by clicking the "+" icon on the right side of ticket interface and pinning Fullstory. Once pinned, they'll be able to see recent matching sessions when viewing a ticket.
Session summaries will be generated when the timestamp for a session is clicked.