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Donna Haddigan

Beigetreten 25. Aug. 2023

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Letzte Aktivität 13. Feb. 2025

Folge ich

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KommentarZendesk messaging

We need to be able to:

 

1) Include placeholders in messages sent via messaging trigger, and 

2) Automatically send a message to end users that haven't responded to the agent's message after 5 minutes have passed, then send another message and auto-solve the convo if there are no further end user replies after another 5 min. 

Kommentar anzeigen · Gepostet 04. Feb. 2025 · Donna Haddigan

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Community-Kommentar Discussion - Tips and best practices from the community

I'd love to see this as a feature well - 

"… we would like to present a button for the requester to inform us IF the request can be marked solved, now that they received all necessary instructions via the auto-response. ONLY if the requester clicks on the button "YES my issue is resolved" we want the ticket to go into solved status."

Kommentar anzeigen · Gepostet 11. Nov. 2024 · Donna Haddigan

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Community-Kommentar Feedback - Admin Center

Agree with all of the above - We'd like to make bot performance a KPI for our content team, since they manage the info the bot pulls from; but they cannot access the bot to make the appropriate adjustments (ie. business changes that affect intents, etc.). We need to be able to add AI Bots as an option within setting up custom roles.

Kommentar anzeigen · Gepostet 21. Okt. 2024 · Donna Haddigan

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KommentarRouting

Can we introduce the capability to route multiple new or open+unassigned tickets from the same end user to the same agent vs. sending these to multiple? This would save us from some double work + giving conflicting resolutions. 

Kommentar anzeigen · Bearbeitet 24. Apr. 2024 · Donna Haddigan

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