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Zuora AI Help

Zuora

Zuora AI Help

Zuora's AI help aims to help you find information quickly and enables you to self-resolve problems without contacting Zuora's Global Support team. This capability empowers you to generate information from multiple sources and assists you with relevant knowledge articles to perform your tasks. The following are the key features of Zuora's AI help:

  • Zuora Generative AI-powered assistance - The conversation AI bot assists you with context-sensitive help with detailed step-by-step instructions. 

  • Related Help Articles - Assists you with a consolidated list of relevant knowledge center articles.

  • Trust Status - Syncs Zuora's Trust Page data and displays contextual incident details for quick review. 

  • Related Existing Help Tickets - Syncs data from Zuora's support tickets and displays relevant support tickets raised by your organization to help you review and resolve your problem. 

Using Zuora's AI Help

Perform the following steps to use Zuora's AI help:

  1. Log in to your Zuora application. 

  2. Click the Help icon   at the top right of the UI.

  3. Type your question in the Please enter a search word field and press enter.

  4. Click on the applicable knowledge center article displayed in the Related Help Articles section to read more about the article you selected.

  5. For more details, click ZUORA AI at the top right or click Continue to read context-sensitive help with detailed step-by-step procedures generated automatically by Zuora Generative AI-powered assistance.

You can ask the bot up to 5,000 questions a month. Click Quota to view the number of questions not utilized in the current month.

  1. Review the Trust Status section to verify if there are any ongoing incidents related to your issue/question.

  2. Review the Related Existing Help Tickets section to analyze relevant support tickets raised by your organization and find the information you are looking for.

If you are using the Related Existing Help Tickets section for the first time, see Authorize AI help to analyze support tickets.

  1. For further assistance, click Create Ticket and complete the following fields:
Field Description 
Title Auto-filled. Edit the question if required. 
Description Auto-filled. Edit the description if required. 
Select Product  Auto populated 
Select Sub Product Auto populated 
Troubleshoot access? Defaulted to Yes. Disable the radio button if you do not want the support team to access your environment and troubleshoot your issue. 
Upload files The relevant screen is auto-captured and uploaded. Use the Delete icon to delete the screenshot and upload a screenshot of your choice. 

The system might display additional questions about your issue depending on the page of the tenant you are on. 

  1. Click Create Ticket to submit details to Zuora Global Support.

Authorize AI help to analyze support tickets

Zuora's AI helps analyze your support tickets and displays relevant tickets to resolve your issue quickly. Perform the following steps to authorize Zuora's AI help feature to access your support tickets or create a ticket: 

  1. Click Authorize in the Related Existing Help Tickets section. 

  2. Type your Zendesk account's email id and password in the applicable fields.

  3. Click Sign in.