Jeremy Flanagan
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Activity overview
Latest activity by Jeremy Flanagan-
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?
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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...
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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...
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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...
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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...
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Jeremy Flanagan commented,
Has this flow changed at all? I have 3 twitter accounts in ZD and am unable to find where to change one to primary. Thanks!
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Jeremy Flanagan commented,
We use this feature all the time, but up until now, it's only been company sanctioned aliases, through our corporate google account. One of our teams has created a user facing alias as a personal g...
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Jeremy Flanagan commented,
We had something like in place, but the issue was that it seemed unfair for a follow up agent to not get credit for a good rating if the initial agent generated the bad one. Either we allow reas...
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Jeremy Flanagan commented,
Agreed that what you're suggesting with our numbers is not really sustainable. Admittedly I'm annoyed that there isn't a standard solution to CSAT, even though it's a supported feature, but nonethe...
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Jeremy Flanagan created a post,
CSAT Flow Conundrum
Hoping some other customers can help give us some ideas here. The Problem: We like to follow up on bad rated tickets to improve the overall customer experience, but want to ensure that ratings are ...