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James Molina

Beigetreten 15. Apr. 2021

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Letzte Aktivität 05. Feb. 2025

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KommentarTeam members and groups

What is the the expected behavior when an Agent is creating a new ticket and Brand spaces is turned on.?

We have found that only Agents associated with the default brand can create a new ticket.  Agents aligned with an alternate brand are unable to create new tickets.  

How do team members associated with a brand that is not a default create a ticket on behalf of a requester?

Kommentar anzeigen · Gepostet 05. Feb. 2025 · James Molina

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KommentarRouting

Many clients need the ability to change a messaging ticket from a messaging channel to an email channel since inactive messages are treated like emails after an initial messaging conversation.  This fixes many of the OCR issues related to routing inactive messages.  Currently, if you count inactive messages, they are prioritized over live messages.  If you don't don't count inactive messages, no channel capacity is accounted for then the first agent can get dumped all the messages.  Separate queues then prevents emails from taking priority over inactive messages.

Kommentar anzeigen · Gepostet 16. Dez. 2024 · James Molina

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KommentarTeam members and groups

same as the above.  When does this feature rollout?

Kommentar anzeigen · Gepostet 26. Nov. 2024 · James Molina

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KommentarUsing AI in Zendesk QA

Do these metrics apply to third party bots like Ada or Ultimate when they are integrated with Zendesk?  Or is this strictly for Zendesk Messaging?

Kommentar anzeigen · Gepostet 25. Okt. 2024 · James Molina

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KommentarUsing legacy AI agent functionality

Will the ton shift change based on the customer?  For example, if you choose playful but a customer shows that they are "angry" what type of response would they get?

Kommentar anzeigen · Gepostet 14. Feb. 2024 · James Molina

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KommentarRouting

Isobel Petty. Yes!  Well, there can be.  Omni channel routing requires a tag on tickets to be eligible.  So you can use the tag or create a custom attribute with that tag for a report!

Kommentar anzeigen · Gepostet 31. Jan. 2024 · James Molina

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KommentarUsing legacy AI agent functionality

+1 for Tatiana Christensen Comment

Kommentar anzeigen · Gepostet 19. Jan. 2024 · James Molina

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Community-Kommentar Feedback - Chat and Messaging (Chat)

Any update on this functionality?

Kommentar anzeigen · Gepostet 17. Juli 2023 · James Molina

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Community-Kommentar Feedback - Ticketing system (Support)

I also work with many clients that need this.  

Kommentar anzeigen · Gepostet 23. Juni 2023 · James Molina

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Community-KommentarZendesk AI EAP - Generative AI

How is the language detection within the Intelligence section affect workflows or other items?  Is this separate from the native Zendesk Language detection?

 

Kommentar anzeigen · Bearbeitet 14. Juni 2023 · James Molina

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