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Monika Vogel
Joined Apr 14, 2021
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Last activity Jul 05, 2024
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ACTIVITY OVERVIEW
Latest activity by Monika Vogel
Monika Vogel commented,
Thank you all for your interest in Answer Bot article recommendations for Swedish.
We'll be modernizing Answer Bot article recommendations throughout the year, and will through this effort also experiment with performance in Swedish. Underlying AI technology is unfortunately not (yet) optimized for Swedish, but our team recognizes that we got many valued Swedish customers who we wish to make advance AI capabilities available for sooner than later.
View comment · Edited May 04, 2023 · Monika Vogel
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Monika Vogel commented,
Hi annie.wu and Ryan Boyer
Just want to come back to you as we agree that it's valuable to see the questions where article recommendations were not helpful. We'll start exploring how we can include this signal into Content Cues and how we improve article suggestions in general.
Thanks for this great feature request!
View comment · Edited Dec 14, 2021 · Monika Vogel
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Monika Vogel created an article,
App Marketplace Updates
- Microsoft Exchange for Sell (Sell)
- Microsoft Exchange for Sell helps you connect your Microsoft Exchange account and Zendesk Sell account to enable an automatic 2-way sync of your calendar and contact data between both tools. Schedule meetings from Sell that automatically sync to your Exchange Calendar. Schedule meetings from Exchange Calendar that automatically sync to your Sell calendar. Import contacts from Microsoft Exchange and easily identify which records were created from Exchange. Automatically sync Sell contacts to Exchange and access these records in specific folders that organize your Sell contacts within Exchange
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Xero for Sell (Sell)
- Xero for Sell simplifies billing and payments for businesses. Automate the routine task of creating invoices by connecting your Xero account to Zendesk Sell. Once this integration is enabled, Sell will automatically prompt you to create a new invoice anytime a deal is won. You can also choose to manually create invoices from your deals in Sell.
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Harvest for Sell (Sell)
- Harvest for Sell is a time tracking tool that improves project management for businesses. Integrate your Harvest account with Zendesk Sell to be able to quickly create new projects from your deals in Sell. Once the integration is enabled, Sell will automatically prompt you to create a new Harvest Project anytime a deal is won.
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Zapier for Sell (Sell)
- Zapier for Sell makes it easy for businesses to integrate their web applications to create automated workflows. Use the Zapier integration to connect other key tools or applications to Zendesk Sell and easily build automation to meet your organization’s sales needs. Zapier allows you to build “Zaps” that automatically trigger actions when certain events take place. For example, say you want to use a business card scanner to automatically create new leads in Sell -- Zapier makes this possible.
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Plantt (Support)
- Plantt helps customer support teams to automate more than 50% of customer inquiries. Unlike chatbots - that require lengthy setup or complex engineering - Plantt learns from your customer interactions, turns them to actionable insights, and drives a personalized experience that increases customer satisfaction.
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World Clock (Support, paid)
- World Clock shows you what timezone your customers are in and the difference from your current timezone. If you have agents in multiple timezones, World Clock shows them those timezones and even shows your agents what location is closest to your customer. This makes it easy to figure out exactly who should take a support request.
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Ticket Sentimental Meter (Support)
- Ticket Sentimental Meter helps your agents get quick insights into customer's satisfaction. Using Natural Language Processing, this app will evaluate with approximately 80% accuracy, the English comments (supporting plain text, hashtags, emoticons, and emojis) of tickets and display an emoji regarding user sentiment score. Three different emojis are available and the user's happiness can be evaluated to neutral, positive and negative.
Explore
New
- [Query Library] In order to make it easier for editors to find the right query, we have introduced a navigation bar featuring pre-set filters:
- All queries: you'll find all queries you have access to
- My queries: you'll find all queries that you have created
- Last updated: you'll find all queries that have been updated in the last 30 days
Fixed
- [Dashboard & Dataset library] Both lists now take the full width of your screen, which will allow you to view more information
- [Schedule Time zone] When an agent hasn't configured a time zone in their profile, scheduled dashboard exports are now defaulting on the account time zone
- [Custom Field] We have fixed an issue that prevented some accounts to report on their custom fields
No new updates from Chat, Guide, Gather, Message, Sunshine and Talk.
Edited Oct 21, 2021 · Monika Vogel
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Monika Vogel created an article,
App Marketplace Updates
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HappyFox Workflows (Support)
- HappyFox Workflows is an advanced workflow automation solution, designed to expedite support processes, improve organization-wide productivity, and reduce human errors. Automate specific parts of your support processes within or outside of Zendesk Support. Auto-update ticket fields, Auto-route tickets or collect approvals, based on various properties of a ticket, all using workflows. Workflows help avoid deviations due to manual errors and ensures consistency and process adherence. Take full advantage of a wide range of available actions to define a detailed multi-step workflow.
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Ticket Merge (Support, paid)
- Ticket Merge helps you merge faster in Zendesk and improve the customer experience with advanced ticket merge workflows. Automatically flag potential duplicates from the same requester, bulk merge directly from the ticket sidebar without switching screens, customize the default template for ticket merge comments, and more with this handy app.
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LoopVOC (Support)
- LoopVOC is voice of the customer software designed to revolutionize the way SaaS companies collect, analyze, and respond to feedback from their customers. By combining natural language processing with a simple and affordable experience, Loop provides SaaS companies with real-time access to customer feedback insights coming through channels like Zendesk support tickets. Extract meaningful insights from places where customers are already telling companies what they need on a daily basis (places like support tickets, sales opportunity notes, and online reviews), so customer success and marketing leaders can proactively identify issues impacting customer retention and satisfaction, and pivot company initiatives to address them.
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Google for Sell (Sell)
- Google for Sell integrates your Google Calendar, Contacts, and Tasks with Sell for 2-way syncs of appointments, contacts, and tasks. Import contacts from Google to Sell and easily identify which records were created from Google. Automatically sync Sell contacts to Google and access these records in Sell-specific Google contacts folder. Schedule meetings from Sell that automatically sync to your Google Calendar and vice versa. Create tasks in Sell that automatically sync to Google, helping to keep your action items and to do lists up to date.
Guide + Gather
- Rolled out German tokenization for german searches on all accounts
- Added fuzzy search to unified search
- Article link sharing via Open Graph (e.g. Facebook) has been updated to remove troublesome “slugs” when unicode characters break URL
- Fixed a bug where email verification emails to end users came out from the oldest brand on the account rather than the brand where the user initiated the workflow
- Fixed an accessibility issue where the paperclip icon in attachments was read out by screen readers even though it is decorative content
- Fixed a bug where the sign in button did not appear for anonymous users on mobile screen sizes in Copenhagen theme v2 (Available through "Add new theme" and to new accounts, but not backfilled to existing Copenhagen theme users yet)
- Fixed a bug where the full name of signed in user still appeared on mobile screen sizes in Copenhagen theme v2 (Available through "Add new theme" and to new accounts, but not backfilled to existing Copenhagen theme users yet)
- Fixed a bug for Content Cues where more than 60-old tickets appeared in Agent Responses on Support Topics (Available for future Support Topics and will persist for a maximum of 60 days on current Support Topics)
Sunshine Core
New
- Nothing new
Fixed
- Added rate limits and storage limits for Sunshine Profiles API and Events API
No new updates from Explore, Talk, Chat and Message.
Edited Oct 21, 2021 · Monika Vogel
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Monika Vogel created an article,
App Marketplace
- Blitzz (Support)
- Blitzz provides users a user friendly, feature rich solution for remote video inspections and customer support over live video without an app download. Customer Support techs can remotely see a customer’s equipment and then can use Blitzz to diagnose and solve the problem remotely. They can also markup images to collaborate on solutions and get tips about where they could get stuck while doing repairs.
- Paycove (Sell)
- Paycove is an automated quoting, invoicing and payments solution that integrates seamlessly with CRM and accounting software. With the Zendesk Sell integration, Paycove users can select the pipeline stages that they would like to trigger the sending of quotes and invoices.They can also create a final stage to move invoices to when they have been paid. Customers can quickly accept, decline or e-sign proposals, while quotes and invoice payments are simple and flexible thanks to the fact that Paycove offers support for multiple payment options.
- Facebook for Sell (Sell)
- Facebook for Sell helps you connect Zendesk Sell to your business’s Facebook page to easily capture leads from Facebook and add them directly to Sell. Add a lead capture form to your Facebook business page, so you or your sales team can quickly follow up or take action on new leads that get automatically created in Sell.
- Boxia (Support)
- Boxia allows e-commerce brands to save time when looking for delivery information thanks to the tracking of all their shipments in one single place. Boxia enables online retailers to detect their delivery incidents and delays, and treat them before even being contacted by customers! This way, they reduce the number of contact points to their customer service: customers are reassured and they no longer ask questions such as “Where's my package?” With Boxia, merchants can also send proactive delivery notifications to their customers with a customized parcel tracking page to provide a reassuring delivery experience.
- Simple Change Requester (Support)
- Simple Change Requester allows you to quickly change the ticket requester and add new CCs. The app retrieves the account emails from the ticket requester organization. You just have to select an email from the list and click on the 'set requester' or 'add cc' button.
- Aircall for Sell (Sell)
- Aircall for Sell is the only phone system that integrates with both Zendesk Sell and Zendesk Support, and offers robust inbound and outbound capabilities. Connect Aircall with Zendesk Sell to unlock your phone sales performance, boost sales productivity and close deals faster. On incoming calls, caller details are pulled straight from Zendesk Sell and appear on the screen as soon as the phone rings. At a glance, you’ll see the caller’s name and customer status. If the caller is a Contact, you’ll also see all associated Deals. Open the Contact, Lead, or Deal in one click from the Aircall phone app. If the caller does not yet have a record in Zendesk Sell, a new Lead will automatically be created.
- Magento 2 Connector for Sell (Sell)
- Magento 2 Connector for Sell works to unite your business with a dynamic two-way integration between Zendesk Sell data and Magento e-commerce data. Get more visibility on relevant customer data from Magento, such as billing, shipping, and order info on Zendesk Sell Contact, Lead, and Company cards.
Answer Bot
Fixed
- Localizing "Monthly Activity Summary" in the Answer Bot usage screen.
Explore
Fixed
- [Sharing outside of Zendesk EAP] We fixed the issue that prevented logged-in end-users to access public and password-protecting dashboards.
Guide
- Updated styling of flagged article comments in Knowledge Capture App. Previously the styling resembled a call-to-action due to the blue color used, and now it is clearly more an informational styling.
- Removed article-link slugs in plain-text Knowledge Capture App responses. This prevents overly long URLs in responses.
- We are rolling out (currently at 10%) a change to sitemaps generation which breaks up very large sitemaps files into smaller files with an index-file as well. This prevents the files to grow beyond 50mb which is the limit of what Google will download.
- Fixed a bug that caused Thai search not to work properly.
- Fixed bug that resulted in some community posts not appearing in searches (in a few Help Centers in pod 18 that are on the ned Guide indexing Platform).
- Fixed a bug that caused fuzzy search to not work (in a few Help Centers in pod 18 that are on the ned Guide indexing Platform).
Sunshine Core
New
- The `end_users_can_read` column is being deprecated from object types and relationship types in favor of the general availability of custom objects role based permissions.
Talk
New
- A minor issue with number search during the purchase phase has been fixed.
- An issue when an agent was calling back from abandoned calls has been fixed.
No new updates from Chat, Gather and Message.
Edited Oct 26, 2021 · Monika Vogel
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Monika Vogel created an article,
App Marketplace
-
Miralix Contact Center (Support)
- Miralix Contact Center integration for Zendesk can be used by companies, who combine the use of Zendesk with receiving and handling calls through Miralix’ ContactCenter solution. The integration works by setting up automatic processes in Miralix ContactCenter, which makes it faster to handle customer contact and give great service. When a ContactCenter agent or Switchboard operator is offered a call, Miralix ContactCenter integration for Zendesk can look up tickets connected to the caller’s phone number or create a new ticket with a caller’s phone number. You decide if the integration should do this automatically or if you prefer it to be a manual task – it depends on your configuration.
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ticketflip.ai (Support, paid)
- ticketflip.ai is a Zendesk plugin that automates customer support operations by assigning support tickets to the person best equipped to deal with each issue. Using it gives you a performance preview based on historical data of resolved tickets and considering a threshold you adjust. Incoming support tickets are analysed in the near real-time. Using historical tickets, AI model calculates the probability of domain expertise for every support agent and new tickets get assigned to the best agent based on chosen configuration settings.
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Hightouch (Support)
- Hightouch helps companies connect with their customers on Slack. Hightouch's bi-directional channel integration allows your customers to create support tickets from directly within Slack, and for your support agents' responses to feed back into Slack. Customers get to live in Slack and support gets to live in Zendesk! CSMs can also use the robust Hightouch webapp in order to manage their customers better and create support tickets on behalf of their customers. We help CSMs link Salesforce, Jira, Zendesk, and Slack in order to get a full view of their customers.
Answer Bot
Fixed
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Redirection error for brand changes on a ticket
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Broken images on Answer Bot emails
Explore
New
- [Query Management] In order to help you manage and find your queries, you can now favorite them! We have also introduced in the query list the number of dashboards in which a query is used, which gives you a good idea of what queries are actively used and the ones you could consider deleting. You can read more information here.
Guide + Gather
New
- Scheduled Unpublishing released
- The User Content Moderation app has been rebuilt and received a UI update. The functionality is generally the same, but offers a right-side “drawer” UI with better content preview and a bit more metadata about the content.
- Rolled out German tokenization for german searches on all accounts
- Added fuzzy search to unified search
Fixed
- Fixed a bug in Scheduled Publishing that occurred when unrecognized time zone names from the browser would be matched against the backend.
- Fixed an accessibility issue where the paperclip icon in attachments was read out by screen readers even though it is decorative content.
- Fixed a bug where the sign in button did not appear for anonymous users on mobile screen sizes in Copenhagen theme v2. (Available through "Add new theme" and to new accounts, but not backfilled to existing Copenhagen theme users yet)
- Fixed a bug where the full name of signed in user still appeared on mobile screen sizes in Copenhagen theme v2. (Available through "Add new theme" and to new accounts, but not backfilled to existing Copenhagen theme users yet)
Sunshine Core
Fixed
- The new Permissions feature performed overly aggressive validations on the object type name, causing requests to some endpoints to return "400 Bad Request" if the object type name was not in lowercase. These endpoints have been fixed.
No new updates from Chat, Message and Talk.
Edited Oct 26, 2021 · Monika Vogel
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Monika Vogel commented,
Hi @... and @...
Thanks for sharing your impressions, and it is truly appreciated! You bring an interesting point forward which we did not hear represented in our research, and I'd be very keen to have a chat with you. I'll get in touch with you through a ticket.
To just make sure that everyone is on the same page, there will still exist cues for support topics and articles to update/archive in Content Cues in the upcoming release.
It is the three related articles in support topics that will be affected to make room for new exciting features while keeping the user experience simple. We believe that the upcoming release will provide you with more context to better help your customers. If this turns out not to be true for you, then we're of course very happy to learn more.
Thanks both!
View comment · Posted Jan 08, 2021 · Monika Vogel
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Monika Vogel commented,
Hi @...
We're actually modernizing the Content Cues experience as we speak and soon have this available for you (Look out for our announcements).
In the new version we'll focus on giving you access to more tickets in your support topics instead of directly recommending articles related to each support topic. We'd be very interested in hearing your feedback on this change when you get a chance to work with it.
Thanks!
View comment · Posted Jan 07, 2021 · Monika Vogel
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