Summary
I would like to request the restoration of the direct follow-up conversation feature for default agents (such as "Summary" and "Next Action") in the Glean App for Zendesk.
Background
Previously, the Zendesk integration allowed users to have follow-up conversations directly with default agents after their initial responses. This feature has recently been removed, and users are now required to use the top-level "Chat" tab, which requires copying and pasting the agent's response before asking follow-up questions.
Use Case
Our support team primarily handles tickets in Japanese. However, Glean agents generate responses in English regardless of the original ticket's language. We previously relied on the follow-up conversation feature to quickly request translations (e.g., "Please translate this summary into Japanese") directly within the agent's response screen, creating a seamless workflow.
Current Challenges
- Users must now copy the agent's response, navigate to the Chat tab, paste it, and then request translation
- This workflow interruption reduces team productivity
- The additional steps create friction for multilingual support teams
- The previous streamlined process was more efficient for our specific use case
Requested Feature
Please restore the ability to initiate follow-up conversations directly from the default agent response screens (Summary, Next Action, etc.), as was available previously.
Alternative Solutions
If restoring the previous feature is not feasible, we would also appreciate consideration of:
- Language settings for default agents in the Zendesk integration (to set output language to something other than English)
- Automatic detection and response in the original ticket's language
Expected Benefits
- Improved workflow efficiency for multilingual support teams
- Reduced friction and manual copy-paste steps
- More intuitive user experience
- Better accessibility for teams working with non-English content
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