Anton Maslov

1. Agent guide
2. Ticket basics
3. Writing drafts of public replies in tickets

Hi, is there an API or Trigger/Macros to submit ticket comment in a draft mode? One of the use-cases we have: 1. Agent uses Macros to pre-fill reply which sets comment as a private comment 2. Agent...

• Kommentar anzeigen
• Anton Maslov
• Erstellt 18. Mai 2023 17:28
• 0 Stimmen

1. Community
2. Zendesk AI EAP - Generative AI
3. Announcing the Summarization & Text Enhancing EAP

Amazing feature! Another benefit for the agents could be to use ChatGPT to parse issue description and suggest steps to resolve based on knowledge base articles. Do you have anything like this on a...

• Kommentar anzeigen
• Anton Maslov
• Bearbeitet 10. Mai 2023 19:46
• 0 Stimmen

1. Explore
2. ...
3. Publishing and sharing dashboards
4. Dynamically adapting dashboard data based on viewer

Beta dashboard builder currently misses the following features: It is not possible to exclude filters from reports (e.g. one report needs to be filtered by “created date” while another one by “sol...

• Kommentar anzeigen
• Anton Maslov
• Erstellt 3. Mai 2023 10:28
• 1 Stimme

1. Community
2. Feedback - Ticketing System (Support)
3. [Agent Workspace] move the reply section back to the top

We recently switched from Legacy and faced this too, it brings too issues: Newer replies at the bottom and you have to scroll it down each time. The reply window is always takes part of the screen...

• Kommentar anzeigen
• Anton Maslov
• Erstellt 10. April 2023 20:57
• 2 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Agent Workspace: Keep content from internal note if changing to public reply

Hi, Our use-case is same as for the Trudy. Answering also to questions from Amisha: > Are there ever situations where you need to compose a messaging or chat response on internal notes? Would you l...

• Kommentar anzeigen
• Anton Maslov
• Erstellt 10. April 2023 20:38
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Turned off Community in settings - still shows up in Help Center

Shannon Pesta could you please correct the link to remove Community, the one provided in your post results into 404

• Kommentar anzeigen
• Anton Maslov
• Erstellt 6. Dezember 2022 22:37
• 0 Stimmen

1. Community
2. Feedback - Help Center (Guide)
3. Improvements to Rapid Resolve

First, one bag is really dangerous, we had cases when an agent accidentally clicked and ticket got solved while it is not.

• Kommentar anzeigen
• Anton Maslov
• Erstellt 16. August 2019 21:19
• 2 Stimmen

1. Community
2. Tips from users - Zendesk Suite
3. Creating, Flagging, and Publishing with Knowledge Capture Oh My!

Just some part of how QA works in our case: We are following RQI principles to evaluate agents activity in KCS, that includes Link Accuracy, Participation, we also check article across style guide ...

• Kommentar anzeigen
• Anton Maslov
• Erstellt 15. August 2017 03:33
• 0 Stimmen

1. Community
2. Tips from users - Zendesk Suite
3. Creating, Flagging, and Publishing with Knowledge Capture Oh My!

Daniel, what about detaching articles? Or how do you proceed in this scenario: 1. The agent finds some symptom, but there is no article for this, so he created a new one. 2. Later agent finds addit...

• Kommentar anzeigen
• Anton Maslov
• Erstellt 15. August 2017 02:54
• 0 Stimmen