Colleen Hall

New EAP for an approvals request process

Approvals

This EAP introduces the new approval request process feature. Approvals are requests that agents make on behalf of other agents and end users. You can use approvals to increase agent efficiency, ensure compliance, maintain quality control, and provide transparency within your organization.
 

Learn more about the Approvals EAP

How to use Approvals?

You can find the articles here:

• About Approvals and how they work
• Creating and managing approval requests 
• Responding to an approval request 

New custom intents EAP for the Advanced AI add-on

Custom intents

The custom intents EAP allows you to instantly create custom intents. It is added immediately to your intent list and available right away to start predicting the intent of incoming tickets. Leveraging custom intents will help you optimize and extract valuable insights about your customer service operations.

Learn more about the custom intents EAP

Hi Maky , thank you for catching this. I've updated the article.

Hi Evy H. ,

You can create forms that are available to agents only by not selecting the Editable by end users check box. The form will be labeled Agent only in Admin Center. Your agents can select the form in the Agent Workspace, or, you could create trigger that automatically applies the form to a ticket created by a phone call. The Designing your ticket forms for a better agent and end-user experience article might be helpful.

The rollout date has been extended from January 13, 2025 to January 27, 2025.

Hi Danial Ishak,

Yes, when you change a custom ticket status name it will be reflected in your Explore reports.

Hi Efrat Barak Zadok , if your plan has access to multiple ticket forms, then you can define which ticket statuses appear on your forms. Please see Associating ticket statuses to forms. 

If your plan has access to a single form, then you can deactivate the on-hold status as described in the procedure Activating and deactivating the On-hold status above and it will not longer be available in your form.

Hi Nicky Clark, not at this time.  As soon as there is more to share, the announcement will be updated. Please follow the announcement so that you're notified of any new information. 

Hi Mike Deardorff , please see the article Categorizing your views. I hope this helps!