公开(公告)号：EP4332765A1

公开(公告)日：2024-03-06

申请号：EP23194040.4

申请日：2023-08-29

申请人： Zendesk, Inc.

发明人： BISWAS, Sanjeev Kumar ,  ANANTHANARARYANAN, Vancheswaran Koduvayur

IPC分类号： G06F9/48 ,  G06Q10/0631 ,  G06Q10/0633 ,  H04L41/5074

摘要： Systems and methods are provided for scheduling an automation (e.g., an automated workflow) to execute against a specified set of data (e.g., a customer support ticket) based on when time-based conditions within the automation will (or will likely) be true or satisfied with regard to the ticket. The automation's time-based conditions are represented by one or more functions designed to yield, when executed against a given ticket, a time interval during which those conditions will (or will likely) be true for that ticket. When a function produces a valid time interval, the corresponding automation is scheduled to run against the ticket during the interval. The functions may be quickly executed each time a ticket is modified (or created) because they may be created in assembly language or a native language of the computing platform that executes them.

公开(公告)号：EP2593911A1

公开(公告)日：2013-05-22

申请号：EP11807400.4

申请日：2011-07-12

申请人： Zendesk Inc.

发明人： SVANE, Mikkel, Asger ,  PRIMDAHL, Morten ,  AGHASSIPOUR, Alex ,  OVSYANNIKOV, Maksim

IPC分类号： G06Q10/00

CPC分类号： G06Q10/10

摘要： Methods and apparatus for automated management of workflow that allows for the automatic creation, organization, and updating of workflows upon the receipt or designation of one or more messages.

公开(公告)号：EP4406199A1

公开(公告)日：2024-07-31

申请号：EP22844622.5

申请日：2022-07-26

申请人： Zendesk, Inc.

发明人： BISWAS, Sanjeev Kumar ,  KHANH, Nguyen Truong ,  HONG, Ang Yi ,  KUMAR, Sanjaykrishnan ,  NAGDEVE, Arpan

IPC分类号： H04L41/0681 ,  H04L67/02 ,  H04L67/306

CPC分类号： H04L67/141 ,  H04L67/306 ,  H04L67/34

公开(公告)号：EP2870549A4

公开(公告)日：2016-03-09

申请号：EP13816835

申请日：2013-07-09

申请人： ZENDESK INC

发明人： WILL STEFAN ,  GRENIER PIERRE C

IPC分类号： G06F17/30

CPC分类号： G06F17/30672

公开(公告)号：EP2870549A1

公开(公告)日：2015-05-13

申请号：EP13816835.6

申请日：2013-07-09

申请人： Zendesk Inc.

发明人： WILL, Stefan ,  GRENIER, Pierre C.

IPC分类号： G06F17/30

CPC分类号： G06F17/30672

摘要： A technique including receiving a search query; identifying a first original query term based on the query; identifying a first expanded query term related to the first original query term; determining a first lexical distance between the first original query term and the first expanded query term; determining a first weight for the first expanded query term based on the determined first lexical distance; identifying a plurality of documents, from among a corpus of documents, as each relevant to the search query, the plurality of documents including a first document identified based on its inclusion of the first expanded query term; ranking the plurality of documents, with the ranking of the first document being based upon the calculated first weight; and generating a response to the search query identifying two or more of the plurality of documents, ordered according to the ranking.

公开(公告)号：EP4414897A1

公开(公告)日：2024-08-14

申请号：EP24156612.4

申请日：2024-02-08

申请人： Zendesk, Inc.

发明人： BISWAS, Sanjeev Kumar ,  KURZYDLO, Jan Krzysztof

IPC分类号： G06N5/025

CPC分类号： G06N5/025

摘要： Systems and methods are provided for detecting an actual or potential cascade of data rules within a system that processes data, or a cascade of data operations caused by the rules. A cascade involves multiple rules such that an action or actions performed by one rule upon a set of data (e.g., when specified conditions are satisfied) trigger automatic execution of another rule that performs one or more additional actions. Depending on the length and complexity of a cascade, which may be created accidentally, significant amounts of computing resources may be wasted, particularly if the cascade creates a loop that, if unresolved, would cause the cascade to execute repeatedly. One or more temporary data structures are employed to track the effects of a collection of rules (e.g., changes to data item values) to determine whether and when one rule's action(s) trigger another rule.

公开(公告)号：EP4027289A1

公开(公告)日：2022-07-13

申请号：EP21213638.6

申请日：2021-12-10

申请人： Zendesk Inc.

发明人： BISWAS, Sanjeev ,  ANANTHANARAYANAN, Vancheswaran Koduvayur

IPC分类号： G06Q30/00 ,  G06N5/02

摘要： When a customer-support ticket is created or updated in an online customer-support system, the system applies a set of triggers, which modify the ticket based on business rules, to the ticket, wherein each trigger performs actions that modify the ticket when conditions for parameters associated with the ticket are satisfied. During this process, the system evaluates condition nodes in condition graphs for the set of triggers, wherein a condition graph for a trigger is a directed graph comprised of condition nodes that specify conditions on one or more parameters associated with the ticket. During this evaluation, if a valid path through a condition graph comprising satisfied condition nodes is discovered, the system fires a trigger associated with the condition graph. Also, while evaluating the condition nodes, the system performs one or more range-searching operations to quickly evaluate conditions for frequently occurring parameters in the condition graphs.