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公开(公告)号：US12112192B2
公开(公告)日：2024-10-08
申请号：US17483182
申请日：2021-09-23
Applicant: Zendesk, Inc.
Inventor： Sanjeev Kumar Biswas , Nguyen Truong Khanh , Ang Yi Hong , Sanjaykrishnan Kumar , Arpan Nagdeve
CPC classification number: G06F9/4843 , G06F9/451
Abstract: One or more computer operations are triggered and executed when multiple sets of conditions that define a split trigger and that are evaluated at multiple locations are satisfied. The operations may involve allocating or deallocating computing resources (e.g., by establishing or tearing down a persistent connection), generating a message to be displayed on a computing device, altering stored data, and/or other activity. In an illustrative client/server computing environment, a first set of client conditions of a first split trigger is evaluated at a client device, using parameters observable at the client without interaction with a server. When the first of client conditions is satisfied, the client transmits a signal to a server that then evaluates a first set of server conditions of the first split trigger. If the first sets of client conditions and server conditions are satisfied, the computer operation(s) associated with the split trigger are executed.
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2.发明授权公开(公告)号：US11496372B2
公开(公告)日：2022-11-08
申请号：US16932199
申请日：2020-07-17
Applicant: Zendesk, Inc.
IPC: H04L12/24 , H04L41/5074 , H04L41/12 , H04L41/0893 , H04L41/5054
Abstract: The disclosed embodiments provide a system that automatically updates a customer-support ticket in an online customer-support system. When the customer-support ticket is created or updated, the system applies a set of triggers, which modify the ticket based on business rules, wherein each trigger performs actions that modify the ticket when conditions for parameters associated with the ticket are satisfied. When applying a trigger to the ticket, the system evaluates the conditions for the trigger by evaluating an associated condition graph, which is a directed graph comprised of condition nodes, wherein each condition node specifies conditions on parameters associated with the ticket. During this evaluation, if a valid path through the condition graph is discovered, which comprises a sequence of satisfied condition nodes from the root node to a null node, the system fires the trigger, which involves performing actions associated with the trigger to update the ticket.
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公开(公告)号：US20220247865A1
公开(公告)日：2022-08-04
申请号：US17724895
申请日：2022-04-20
Applicant: Zendesk, Inc.
Inventor： Barry McGaughey , Anatoly Mikhaylov , Nathan P. Thiesen , Gerard J. Cahill , Anthony Del Ciotto , Daniel Angel Bradford
Abstract: A system and method for providing customer-support services to a user of a website through a web widget. When the user accesses a web page containing the web widget, a call is automatically made from the web widget to a customer-support system. In response to the call, the system obtains status information from the customer-support system indicating whether customer-support agents are available to take telephone phone calls. If the status information indicates customer-support agents are available to take telephone calls, the web widget provides a call-related interface to the user, wherein the call-related interface is configured to facilitate a telephone call with a customer-support agent. If the status information indicates customer-support agents are not available to take telephone calls, the web widget provides a non-call-related interface to the user, wherein the non-call-related interface is configured to facilitate an alternative channel of customer support that does not involve a telephone call.
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公开(公告)号：US11281627B2
公开(公告)日：2022-03-22
申请号：US17132745
申请日：2020-12-23
Applicant: Zendesk, Inc.
Abstract: 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.
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公开(公告)号：US10721331B2
公开(公告)日：2020-07-21
申请号：US15154638
申请日：2016-05-13
Applicant: Zendesk, Inc.
Inventor： Michael Erik Smedberg , Ashwin Hegde , Louis J. Chan , Jared W. Shay , Henry Hsu
IPC: H04L29/08
Abstract: The disclosed embodiments provide a system that uses an integration service to facilitate access to an origin service. During operation, the integration service receives a request service from a software platform, wherein the request is made through an integration service application programming interface (API) provided by the integration service. In response to the request, the integration service makes a corresponding request to the origin service, wherein the corresponding request is made through an origin service API provided by the origin service, and wherein making the corresponding request involves translating data received through the integration service API into a format suitable for the origin service API.
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Patent Agency Ranking
6.发明申请公开(公告)号：US20200151734A1
公开(公告)日：2020-05-14
申请号：US16539551
申请日：2019-08-13
Applicant: Zendesk, Inc.
Inventor： Jeffrey P. Theobald , Casper Szymiczek-Graley , Cheng Ying Tang
Abstract: The system receives an event, which is generated during operation of an ecommerce system, wherein the event represents an action taken by a user while interacting with the ecommerce system. Next, the system determines whether the event is relevant to one or more time-based sessions for the user, wherein a time-based session is defined by a set of filter conditions and operators, which need to be satisfied for the user to be joined in an associated segment, wherein the set of filter conditions defines a time window for events. Then, for each identified relevant time-based session, the system updates the time-based session to include the event. If the update causes events in the time-based session to satisfy the set of filter conditions and operators, the system emits a segment-join event for the user to enable a downstream listener to perform an action in response to the user joining the segment.
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公开(公告)号：US10348898B2
公开(公告)日：2019-07-09
申请号：US14860091
申请日：2015-09-21
Applicant: Zendesk, Inc.
Inventor： Steven Kai-Man Yan , Adrian P. McDermott , Shajith C. Thengumoottil , Henry Hsu
Abstract: Techniques for improving customer relationship management are disclosed. The techniques may be realized via a call processing system that may efficiently rout an incoming call to an agent of a call center. Also, the call processing system may provision a telephone number to a web-based help desk call center. Further, the call processing system may include a communication framework enabling a communication between a plurality of browser windows and a local storage medium.
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8.发明申请公开(公告)号：US20190197457A1
公开(公告)日：2019-06-27
申请号：US15850240
申请日：2017-12-21
Applicant: Zendesk, Inc.
Inventor： Louis J. Chan , Joshua Y. Lam , Craig A. Little , Austin Wang , Michael Erik Smedberg , Kristen L. Mirenda
CPC classification number: G06Q10/063112 , G06Q30/016
Abstract: During operation, the system obtains a set of tickets to be processed at the customer-support ticketing system, wherein each ticket is tagged with any required skills, which are required to respond to the ticket. The system then enables an agent to request tickets to process, wherein a data structure representing the agent is tagged with any skills possessed by the agent. In response to the request, the system selects a matching subset of the set of tickets to be processed, wherein the matching subset comprises tickets for which the agent possesses a superset of the required skills that the ticket is tagged with. Next, the system presents the matching subset of tickets to the agent through a UI. Finally, the system enables the agent to operate the UI to: select a ticket from the matching subset of the set of tickets to be processed; and respond to an associated customer request.
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公开(公告)号：US20240273099A1
公开(公告)日：2024-08-15
申请号：US18166999
申请日：2023-02-09
Applicant: Zendesk, Inc.
Inventor： Sanjeev Kumar Biswas , Jan Krzysztof Kurzydlo
IPC: G06F16/2453 , G06F16/2455
CPC classification number: G06F16/24549 , G06F16/24542 , G06F16/24564
Abstract: 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.
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10.发明授权公开(公告)号：US11711276B2
公开(公告)日：2023-07-25
申请号：US17955869
申请日：2022-09-29
Applicant: Zendesk, Inc.
IPC: H04L41/0893 , H04L41/12 , H04L41/5054 , H04L41/5074
CPC classification number: H04L41/5074 , H04L41/0893 , H04L41/12 , H04L41/5054
Abstract: A system and method are provided that automatically update a customer-support ticket in an online customer-support system. When the customer-support ticket is created or updated, the system applies a set of triggers, which modify the ticket based on business rules, wherein each trigger performs actions that modify the ticket when conditions for parameters associated with the ticket are satisfied. When applying a trigger to the ticket, the system evaluates the conditions for the trigger by evaluating an associated condition graph, which is a directed graph comprised of condition nodes, wherein each condition node specifies conditions on parameters associated with the ticket. During this evaluation, if a valid path through the condition graph is discovered, which comprises a sequence of satisfied condition nodes from the root node to a null node, the system fires the trigger, which involves performing actions associated with the trigger to update the ticket.
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