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Colleen Hall's Avatar

Colleen Hall

Beigetreten 22. Juli 2022

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Letzte Aktivität 12. Feb. 2025

Zendesk Documentation Team

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KommentarAnnouncements

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

Kommentar anzeigen · Bearbeitet 10. Feb. 2025 · Colleen Hall

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KommentarSetting up Agent Workspace

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

Kommentar anzeigen · Gepostet 29. Jan. 2025 · Colleen Hall

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KommentarTicket customization

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.

Kommentar anzeigen · Gepostet 23. Jan. 2025 · Colleen Hall

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KommentarAnnouncements

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

Kommentar anzeigen · Gepostet 14. Jan. 2025 · Colleen Hall

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KommentarTicket basics

Hi Danial Ishak,

 

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

Kommentar anzeigen · Gepostet 07. Jan. 2025 · Colleen Hall

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KommentarTicket management

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.

Kommentar anzeigen · Gepostet 09. Dez. 2024 · Colleen Hall

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KommentarMeasuring success

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. 

Kommentar anzeigen · Gepostet 05. Dez. 2024 · Colleen Hall

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Community-Kommentar Feedback - Ticketing system (Support)

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

Kommentar anzeigen · Gepostet 04. Dez. 2024 · Colleen Hall

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KommentarTicket automation and collaboration

Kommentar anzeigen · Gepostet 03. Dez. 2024 · Colleen Hall

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KommentarMeasuring success

Hi Sydney Neubauer, this article, Customizing your SLAs with advanced settings, is up to date.  Advanced settings for Next reply time and Periodic update were temporarily removed on October 31, 2024.

Kommentar anzeigen · Gepostet 03. Dez. 2024 · Colleen Hall

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