Jeremy Flanagan commented,
+1 We'd love the ability to suggest articles to answer bot in the ticket. Perhaps this could be woven into Knowledge Capture?
Jeremy Flanagan commented,
+1 I tested to see if it was related to image file extensions (jpg v. png) or user segmentation and content restriction, but no consistency. I got images for one out of 10 articles I tested. This w...
Jeremy Flanagan commented,
How can we use article labels to segment what gets sent to users via Answer Bot? Scenario: We restrict Guide Content through Organizations and tags (based on user field values), and are worried tha...
Jeremy Flanagan commented,
Hi Joey! Here's my intention: Call comes in > Zendesk pops the ticket > the integration allows for an editable comment with the template(macro) filled in. This saves the step of the agent ma...
Jeremy Flanagan commented,
Jeremy Flanagan commented,
+1 here. Our major about field would greatly benefit from this, but because field is tracked across so many interfaces in and out of zendesk, creating a new field just to get multi-select is unlike...
Jeremy Flanagan created a post,
Use Case: When agents take calls, we to apply a macro with pre-field note fields. Our current integration for call tickets is through API. In my tests, I can only seem to apply a macro as a posted...
Jeremy Flanagan commented,
We use a combination of tagging from our internal base through API and triggers to route to the appropriate groups. The trigger order goes from most specific to most general to ensure that sensitiv...
Jeremy Flanagan commented,
@Heather R +1 We see this all the time with out custom field for categorizing the reason for the inquiry. It's frustrating to create reports that use tag instead of custom field to make sure the hi...
Jeremy Flanagan commented,
@Max Thanks! I also filed a proper support ticket #2329216 (just to avoid cross boarding), but this is a major inconvenience, as our private comment API tickets are a substantial portion of our act...