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Daniel Nordh

Beigetreten 06. Dez. 2021

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Letzte Aktivität 27. Feb. 2025

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Community-Kommentar Feedback - Ticketing system (Support)

Scott Allison 
How come you removed this function and why are you not replying to how we can get this to work again?

Are you all just busy trying to make money on AI tools and just ignoring basic functions? I feel like any time I'm struggling with some functions I find that it's been requested for years (4 years in this case), with nothing being done about it. Often with several updates that “you're working on it”. I'm surprised you're peddling AI so much and so fast considering how long it's been taking for any other features to be fixed.

Kommentar anzeigen · Gepostet 27. Feb. 2025 · Daniel Nordh

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KommentarTicket customization

John Jenkins 
Did you get your problem sorted? I'm experiencing the same thing here. I'm trying to to use agent aliases rather than their real names by using

{{agent.signature}}

{{agent.name}}

And that works, but below that there's also their realname + the company name. So I'm guessing there's a placeholder somewhere that adds the last part in, but I don't know where it's located.

Kommentar anzeigen · Gepostet 24. Jan. 2025 · Daniel Nordh

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Community-Kommentar Feedback - Ticketing system (Support)

The “new” PM for Triggers & Automations, Bailey, doesn't seem to be part of the company any longer. So I guess it will be another year and a half before we even get a response.

Kommentar anzeigen · Gepostet 30. Apr. 2024 · Daniel Nordh

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Community-KommentarZendesk AI EAP - Generative AI

Izabella Hammar 

 

That doesn't seem to be correct. As said, my team member uses Swedish in Zendesk, but gets a Norwegian summary on Norwegian tickets:



As can be seen on the screenshot, the summary is in Norwegian, but the titles are in Swedish. (The languages are similar for the uninitated, but you can see that the Swedish uses Ö, while Norwegian uses Ø for the same letter)

This is on their profile, just to verify:

 

In other words, it seems that the language is not fixed by what the agent's profile setting is.

Kommentar anzeigen · Gepostet 26. Apr. 2024 · Daniel Nordh

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Community-KommentarZendesk AI EAP - Generative AI

Izabella Hammar 

When you say chosen language, do you mean the language they set up their entire zendesk suite in? Because in the Norwegian case, she's multilingual, and she normally uses Swedish in Zendesk as far as I know, it's just that on that ticket the summary was in Norwegian for her.

Or is there a specific setting for AI language somewhere?

Perhaps it's a better question for Katarzyna Karpinska ?

Kommentar anzeigen · Bearbeitet 25. Apr. 2024 · Daniel Nordh

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KommentarGeneral questions and issues about tickets

Just to get this straight, when you are at your storage limit, there are no options to easily remove old tickets except for using a complicated API that not many smaller companies will be able to do, or to buy the Advanced Data Privacy and Protection add-on that seems to have that functionality?

So it's either pay for removing tickets, or pay for keeping tickets pretty much. Am I missing something? This sounds like extortion. How is there not a better system in place? Or rather, why is the add-on not included in the service to begin with?

Kommentar anzeigen · Gepostet 05. Jan. 2024 · Daniel Nordh

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Community-KommentarZendesk AI EAP - Generative AI

Would it be possible to enforce a specific language?
My use case is for agent tickets, and I would like my agents to summarize tickets to English no matter the language on the tickets or the user's system. This would help when we're working between departments.

I got an english summary on a ticket where one of my agents got a Swedish one (It was a Swedish case). On another ticket of a Norwegian agent they got a Norwegian summary.

Kommentar anzeigen · Gepostet 20. Dez. 2023 · Daniel Nordh

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Community-Kommentar Feedback - Ticketing system (Support)

Yeah, it might be a really great tool (one can only hope), but lots of red flags here. Another thing to note is that one of the 5 star reviews are from themselves. Big no-no to review yourself like that.

So if it indeed is a legit tool, don't be discouraged by this negative feedback. Just understand that you're dealing with lots of sensitive data and you've set yourself up as a very unaccountable person/company.

Kommentar anzeigen · Gepostet 17. Apr. 2023 · Daniel Nordh

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Community-Kommentar Feedback - Ticketing system (Support)

Salvador Vazquez
It's been almost 1½ years now since your last reply and this is still not fixed. How much longer do you need to "test" what the best iteration is?

Kommentar anzeigen · Gepostet 04. Jan. 2023 · Daniel Nordh

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Community-Kommentar Feedback - Ticketing system (Support)

We're in 2023 now, and still this doesn't exist. :(

Kommentar anzeigen · Gepostet 03. Jan. 2023 · Daniel Nordh

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