@@ -316,7 +316,7 @@ Since I'm often working out of our namespace and the gitlab-com namespace, I mad
└── gitlab-support-readiness
```
From here, I followed the natural path of our namespace pathing. So as an example, the pathing to the [Zendesk Global ZenDuo app](https://gitlab.com/gitlab-support-readiness/zendesk-global/apps/zenduo) on my filesystem looks like this:
From here, I followed the natural path of our namespace pathing. So as an example, the pathing to the [Zendesk Global Support Ops Super app](https://gitlab.com/gitlab-support-readiness/zendesk-global/apps/support-ops-super-app) on my filesystem looks like this:
This guide covers the Zendesk apps currently used in the Global Zendesk instance.
@@ -363,46 +363,6 @@ A plugin controlled app that can do several things Zendesk related
{{% /alert %}}
## ZenDuo
<sup>*Introduced via [support-team-meta#6689](https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/6689)*</sup>
The ZenDuo application enables Duo Chat to work with Zendesk tickets.
You can choose from:
- two pre-defined prompts
- Summarize conversation
- Suggest KB article
- define up to two custom prompts
For each custom prompt, you configure:
- Title: this is shown in the prompt dropdown list
- Button: the text shown on the action button
- Prompt: the actual prompt. Use the `<<ticket-content>>` placeholder, which will be replaced by the ticket content.
When you run a prompt, the application will send the ticket content (excluding file attachments) to Duo Chat and show its reply.
Note that large tickets have to be sent in multiple parts, so it can take a while before Duo Chat replies.
Once you’ve received a reply, you can choose:
- Copy to clipboard: copy the complete conversation (prompts and replies) to the clipboard.
- Chat: continue the conversation with Duo Chat.
- Done: hide the conversation, and be ready to start a new one.
When you send the initial prompt, a fresh conversation is always started, so there is no need to instruct Duo Chat to forget previous conversations.
The conversations you have with Duo Chat also show up in the GitLab Duo Chat history on e.g. GitLab.com as ZenDuo `<ticket#> <prompt>`. You can use this history to look up previous conversations, or continue on an old conversation.
@@ -155,7 +155,7 @@ You'll know AI is hurting when:
### Tool selection
When using AI, it is crucial to select the right AI tools and models for your work, whether you need an LLM like Claude Sonnet 4 or integrated tools like GitLab Duo Chat and ZenDuo.
When using AI, it is crucial to select the right AI tools and models for your work, whether you need an LLM like Claude Sonnet 4 or integrated tools like GitLab Duo Chat and Glean.
See [AI tool selection](./ai-tool-selection.md).
@@ -163,9 +163,9 @@ See [AI tool selection](./ai-tool-selection.md).
The following use cases demonstrate practical applications of AI tools in GitLab Support workflows. Each example includes the specific tool used and workflow context to help you identify similar opportunities in your own work.
1. Ticket Summarization with ZenDuo
1. Ticket Summarization with Glean
Support Engineers can use [ZenDuo](../../security/customer-support-operations/zendesk/apps/global/#zenduo)(Duo integration in Zendesk) to automatically summarize long customer tickets. [For example, a complex ticket about token expiry notifications was summarized](https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/6302) into 8 key points with next steps, saving significant time for handovers and reviews.
Support Engineers can use [Glean](../../security/customer-support-operations/zendesk/apps/global/#glean) to automatically summarize long customer tickets. [For example, a complex ticket about token expiry notifications was summarized](https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/6302) into 8 key points with next steps, saving significant time for handovers and reviews.
