Jeremy Flanagan
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Jeremy Flanagan hat einen Kommentar hinterlassen
+1 We'd love the ability to suggest articles to answer bot in the ticket. Perhaps this could be woven into Knowledge Capture?
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Jeremy Flanagan hat einen Kommentar hinterlassen
+1 I tested to see if it was related to image file extensions (jpg v. png) or user segmentation and content restriction, but no consistency. I got images for one out of 10 articles I tested. This w...
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Jeremy Flanagan hat einen Kommentar hinterlassen
How can we use article labels to segment what gets sent to users via Answer Bot? Scenario: We restrict Guide Content through Organizations and tags (based on user field values), and are worried tha...
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Jeremy Flanagan hat einen Kommentar hinterlassen
We use a combination of tagging from our internal base through API and triggers to route to the appropriate groups. The trigger order goes from most specific to most general to ensure that sensitiv...
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Jeremy Flanagan hat einen Kommentar hinterlassen
@Heather R +1 We see this all the time with out custom field for categorizing the reason for the inquiry. It's frustrating to create reports that use tag instead of custom field to make sure the hi...
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Jeremy Flanagan hat einen Kommentar hinterlassen
Has this flow changed at all? I have 3 twitter accounts in ZD and am unable to find where to change one to primary. Thanks!
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Jeremy Flanagan hat einen Kommentar hinterlassen
We use this feature all the time, but up until now, it's only been company sanctioned aliases, through our corporate google account. One of our teams has created a user facing alias as a personal g...
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Jeremy Flanagan hat einen Kommentar hinterlassen
We had something like in place, but the issue was that it seemed unfair for a follow up agent to not get credit for a good rating if the initial agent generated the bad one. Either we allow reas...
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Jeremy Flanagan hat einen Kommentar hinterlassen
Agreed that what you're suggesting with our numbers is not really sustainable. Admittedly I'm annoyed that there isn't a standard solution to CSAT, even though it's a supported feature, but nonethe...
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Jeremy Flanagan hat einen Post erstellt
CSAT Flow Conundrum
Hoping some other customers can help give us some ideas here. The Problem: We like to follow up on bad rated tickets to improve the overall customer experience, but want to ensure that ratings are ...