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Andrew Lee's Avatar

Andrew Lee

Beigetreten 16. Okt. 2023

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Letzte Aktivität 30. Jan. 2025

Solutions Consultant at Zerviz, a premier Zendesk Partner

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KommentarTicket automation and collaboration

Is there a way to classify a ticket with a tag to indicate that a Suggested Reply was offered?

Kommentar anzeigen · Gepostet 14. Okt. 2024 · Andrew Lee

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Community-KommentarZendesk EAP - Entity detection

+1 it would be good to use entity detection to detect Regex situations: 

 

Example - 

  • Client needs to detect a 6-digit unique system ID
  • Current functionality of Entity detection works on dropdown-type Ticket Fields, but dropdown can only have up to 2,000 options.  So if there are more than 2,000 unique system IDs, then dropdown-type Ticket Field isn't usable
  • Instead, it would be better to have Regex detection (layered with AI) to identify 6-digit strings. This is currently possible in other 3rd-party apps in the Zendesk marketplace

Kommentar anzeigen · Gepostet 20. Sept. 2024 · Andrew Lee

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KommentarTicket automation and collaboration

+1 to Yaniv, looking for the entity detection to be able to catch on synonyms or slight misspellings.

 

Example

- entity: Nikon D7500

- variation that should still classify with the same entity: nikoond7500, d7500, nd7500, etc.

 

Kommentar anzeigen · Gepostet 30. Aug. 2024 · Andrew Lee

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KommentarThird party and social messaging channels

Is there a demo or other environment showcasing WeChat as a messaging channel?

I've run into issues creating my own demo account due to the restrictions around creating new WeChat accounts in the first place.

Kommentar anzeigen · Gepostet 23. Juli 2024 · Andrew Lee

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KommentarGlobal security and user access

Any consideration or development of deletion schedules based on Ticket Comments?

Example - 1 week after ticket close, delete any Comments containing Email Address

Kommentar anzeigen · Gepostet 16. Mai 2024 · Andrew Lee

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Post Feedback - Zendesk AI and automation

Macro Suggestions doesn't work when Bulk Update is used on tickets. An example of the scenario:

  • One-off Bulk Update of tickets (eg, 50 tickets to notify customer about update on an outage)
  • The same Public Comment is used on all 50 tickets
  • Macro Suggestions picks up this specific comment as a Suggestion, which is not very useful

Would be interested in seeing how ticket comments updated via Bulk are “de-weighted” so to speak.

Gepostet 27. März 2024 · Andrew Lee

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Community-Kommentar Feedback - Chat and Messaging (Chat)

Kommentar anzeigen · Gepostet 07. März 2024 · Andrew Lee

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Community-Kommentar Feedback - Ticketing system (Support)

Would be awesome to see this included under ADPP

Kommentar anzeigen · Gepostet 04. März 2024 · Andrew Lee

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Community-Kommentar Q&A - Tickets and email

Hey Jimmy! Not sure if you ever got this question figured out, but helpful to put this out in public for the hivemind.

The best practice is to have "Account Name" be a custom ticket field of Lookup Relationship type. Once you do that, you can select the Organizations in Zendesk as the field values - 

 

Kommentar anzeigen · Gepostet 16. Okt. 2023 · Andrew Lee

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