Recent searches


No recent searches

Rosie's Avatar

Rosie

Joined Apr 17, 2021

·

Last activity Jan 29, 2025

Zendesk Customer Care

Following

0

Followers

0

Total activity

103

Votes

6

Subscriptions

37

ACTIVITY OVERVIEW

Latest activity by Rosie

Rosie commented,

Community comment Q&A - Reporting and analytics
Hello Jessica,
 
There's no native way to report on phone call transcripts in Zendesk. The transcribe call summary were added as internal notes on the ticket after each call ends. In this case, you can download your ticket data and comments via JSON, which includes comments, or use the API that also supports comments side loading. If you have a large amount of data to export, incremental exports are a great option too.
 
Here are some helpful resources for you to explore:
Exporting data
What are my ticket export options?
 
I truly hope this information is helpful! If you have any questions or need further assistance, feel free to reach us out! 
 
 

View comment · Posted Jan 02, 2025 · Rosie

0

Followers

0

Votes

0

Comments


Rosie commented,

CommentUsing AI agents for messaging
Hello Sara!
 
The Automated resolutions dashboard displays a 30-day summary of automated resolution usage and a daily resolution usage breakdown. I'm afraid, once this is archived, there's no way to access it from dashboard. But we have several solutions in the works for our roadmap that should make a positive difference. While the existing Flow Builder Explore metrics aren't specifically designed for training bots, the “top unresolved answers” table in the pre-built dashboard can be a great way to spot flows that might need the most attention. If you're up for a little exploration, diving into the Flow Builder dataset could be quite rewarding! You can track events in a customer journey using the Sunshine Conversations app user ID and timestamp.
 
Hope this helps you every step of the way!
 

View comment · Posted Jan 02, 2025 · Rosie

0

Followers

0

Votes

0

Comments


Rosie commented,

Community comment Q&A - Reporting and analytics
Hello Hayley,
 
To measure the tickets handled by agents, you can create a report using the Updates History dataset. Feel free to explore the Zendesk Support dashboard by navigating to Agent updates and the Agent updates report. This will allow you to see metrics for the Updater (not just the Assignee) and track the number of updates and comments (both Public and internal) made by the agent. For more details, check out our document on Analyzing your Support ticket activity and agent performance: Agent updates.
 
We also have some Explore recipes that you can easily replicate and customize to fit your needs:
 
 
I truly hope this information brightens your day and helps you out! 
 
 

View comment · Posted Jan 02, 2025 · Rosie

0

Followers

0

Votes

0

Comments


Rosie commented,

Community comment Q&A - Objects, workspaces, and rules
Hi Dojo,
 
You're using "text" type in your parameters. Text type is "a single-line input field". See the parameters list represents for Type. The following controls are available:
Type Control
text A single-line input field
checkbox A single checkbox
url A single-line input field, validated for correct URL syntax
number A single-line input field, validated to include only numbers
multiline A multi-line textarea. User input is limited to 64Kb
hidden A parameter never shown to the user on the settings page
oauth Required if your app uses OAuth. See oauth in the manifest reference. The parameter is never shown to the user
 
For more details, kindly check our Manifest reference.  
 
 

View comment · Posted Jan 02, 2025 · Rosie

0

Followers

0

Votes

0

Comments


Rosie commented,

CommentUsers, groups, and organizations
Hello Sasha,
 
I hope you're doing well!
 
We appreciate you reaching out to us in our Community. I noticed that you've submitted a ticket to our Support team regarding this issue. I will now proceed to follow up on that ticket to investigate why you are encountering an error when attempting to import organizations.
 
Thank you.

View comment · Posted Mar 21, 2024 · Rosie

0

Followers

0

Votes

0

Comments


Rosie commented,

Community comment Feedback - Ticketing system (Support)
Hello Audrie,
 
I wanted to thank you for your interest in this post. As Shawna mentioned, this has been communicated to our PM team to look into this feature. This means, it's not available just yet. We are looking forward for any update or any progress regarding this feature. Additionally, you can stay informed about new features and updates to our product by following this section here and keeping an eye on this article for any updates.
 
Thank you for your time. Have a wonderful day!
 

View comment · Posted Mar 21, 2024 · Rosie

0

Followers

0

Votes

0

Comments


Rosie commented,

CommentExplore recipes
Hello Christian, 
 
In that case, you could use the Updates History dataset and measure the update handling time of the agent. You can copy the recipe from Measuring update handling time by agent and filter the Updater name to specific agent you want to report. Then add the Ticket ID to see tickets that they've updated. Also make sure to filter it with the Updater role as Agent or Admin to exclude updates made by end-user or system. 
 
You can give it a try and see how it goes! Hope this helps. 
 

View comment · Posted Feb 22, 2024 · Rosie

0

Followers

0

Votes

0

Comments


Rosie commented,

CommentTicket automation and collaboration
Hello Hendy, 
 
Have you tried to add your Zendesk app into your new channel? 
 
Go to your channel or the new channel you created. From the channel name, click the dropdown and you'll see the "Get channel details" then go to Integrations to see the options below: 
 

 
Under Apps click the Add an Apps to see the option below:

 
From here, if you click the Add, you'll be able to add your Zendesk integration into your channel. 
 
Or you may follow the steps here: Adding the app to a Slack channel
 
I hope this helps!
 

View comment · Posted Jan 31, 2024 · Rosie

0

Followers

0

Votes

0

Comments


Rosie commented,

CommentZendesk messaging
Hi Bobby,
 
If you enabled your Omnichannel routing, you'll manage notification settings in the Admin Center. If no, then the messaging notification will be managed in your Chat dashboard and configure the notification based on your preferred option and routing rules. To learn more of the set up, see Setting up notification routing for messaging.
 
Hope this helps. Thank you! 
 

View comment · Posted Jan 20, 2024 · Rosie

0

Followers

0

Votes

0

Comments


Rosie commented,

Community comment Q&A - Sales CRM (Sell)
Hello Eric, 
 
Thanks to your feedback. Currently, the shift key is not working in Sell. This is a good feature to be added in Sell, but I'm not sure about the feasibility. Our product team will be informed and they will continue monitoring any feedback in this area. If more people share similar feedback like you, there's a possibility that it will be added to later updates.
 
Thank you. 
 

View comment · Posted Jan 19, 2024 · Rosie

0

Followers

0

Votes

0

Comments