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Kerry Charlton
Joined Apr 15, 2021
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Last activity Feb 20, 2025
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Latest activity by Kerry Charlton
Kerry Charlton commented,
Hi there! We understand that with "Autoreplies," you can limit the articles included by using labels. However, we're curious to learn more about how "Suggested First Replies" works. As we know, Zendesk "Suggested First Replies" feature selects articles by analysing the text within a ticket and comparing it with your existing help centre articles, macros, and sometimes even a large language model (LLM). This process helps identify the most relevant articles based on the keywords and context of the customer's inquiry in the ticket.
But what we want to know, how do you control which articles are included within "Suggested First Replies". For instance, does it overlook article content that meant for internal use only? Additionally, if you're using Zendesk across various departments, each with their own articles, how can we make sure that the "Suggested First Replies" feature only references articles relevant to that particular department?
View comment · Posted Feb 20, 2025 · Kerry Charlton
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Kerry Charlton commented,
Could you please let me know if Zendesk plans to limit access to end-user profiles depending on the brand an agent is linked to in the future? We often receive enquiries about whether this is possible within Zendesk, restricting agent access to specific customer profiles.
View comment · Posted Jan 15, 2025 · Kerry Charlton
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Kerry Charlton commented,
- It looks like it does not support dynamic content. I have run many tests where I try to detect a DC phrase and it doesn't pick it up, in English or DC ({{dc.placeholder_name}} etc) - Can you confirm?
- It detects keywords/ phrases that you configure within the taxonomy of the entity detection fields
- From testing it does not detect if there are spelling mistakes, or you do not enter the whole phrase.
- In my example I used the product 'digestive biscuit'. It would not detect 'dygestive bisciut', just 'digestive' or just 'biscuit'
- In another example I had 'doritos chilli heatwave' and it did not detect 'chilli heatwave doritos' so the order of the phrase matters as well
- You can perform actions on this automated detection such as triggers, automations, SLAs and data deletion schedules
- You can detect phrases in email and webform, it does not appear to work for messaging. - Can you confirm?
View comment · Posted Jul 19, 2024 · Kerry Charlton
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Kerry Charlton commented,
- It looks like it does not support dynamic content. I have run many tests where I try to detect a DC phrase and it doesn't pick it up, in English or DC ({{dc.placeholder_name}} etc) - Can you confirm?
- It detects keywords/ phrases that you configure within the taxonomy of the entity detection fields
- From testing it does not detect if there are spelling mistakes, or you do not enter the whole phrase.
- In my example I used the product 'digestive biscuit'. It would not detect 'dygestive bisciut', just 'digestive' or just 'biscuit'
- In another example I had 'doritos chilli heatwave' and it did not detect 'chilli heatwave doritos' so the order of the phrase matters as well
- You can detect phrases in email and webform, it does not appear to work for messaging - Can you confirm?
View comment · Posted Jul 19, 2024 · Kerry Charlton
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Kerry Charlton created a post,
When a ticket is created inside Zendesk from a comment posted on a wall post. Agents struggle to identify the wall post with which the comment is associated. The only way to identify this is by clicking on a link, which redirects the agent to the Facebook page.
It would be helpful if Zendesk could look at improving this functionality so agents can see the original wall post within the ticket next to the comment
Posted Jun 21, 2024 · Kerry Charlton
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Kerry Charlton created a post,
When a ticket is created inside Zendesk from a comment posted on a wall post. If a user comments on another user's comments, the comments are presented inside the Zendesk ticket altogether. The agents cannot respond to each of the comments. The agent can only respond to the main comment.
It would be helpful if Zendesk could look at improving this functionality to enable agents to reply to all comments, including the sub-comments.
Edited Jun 21, 2024 · Kerry Charlton
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Kerry Charlton commented,
I have tested the "Ticket > AutoReply" feature with the messaging channel. A public autoreply is added to the ticket comment. However, the customer who initiated the messaging conversation does not see the autoreply.
When I contacted Zendesk support, I was told I needed to add an additional condition to the trigger to actually send a response to the customer. This is done using the "Notify by" feature. However, there is no "Notify by" option for messaging, only email.
When a customer is requesting a response via messaging, you wouldn't want to send them a notification via email. You would want to send the notification via the channel they initiated the conversation from i.e. messaging.
It looks like the "Ticket > AutoReply" feature simply appends a comment which is then visible to agents only. Is this correct?
In the near future, will Zendesk release the ability to send an automated reply via the messaging channel?
View comment · Posted Nov 20, 2023 · Kerry Charlton
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Kerry Charlton commented,
Hi, this article conflicts with another article, here. Which states:
Note: Intelligent triage conditions don’t work with the Ticket | Is | Created condition. If you plan to use conditions related to intent, language, or sentiment in the triggers as described in this article, use the Status | Is | New condition instead.
I have been testing the Advanced Auto Reply feature as per the conditions advised in this article, but you can't use the Ticket | Is | Created condition, because the intents and language are added a few seconds after the ticket is created.
Can you please clarify which article is accurate?
Also, if you try a workaround, using Ticket | Is | Updated condition. Only the ticket comment is updated with the auto-reply, nothing is sent to the requester.
You will want an auto reply to fire on creation, as that's the purpose of the advanced auto reply feature
View comment · Edited Oct 27, 2023 · Kerry Charlton
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Kerry Charlton commented,
When deploying from the sandbox to production, the tool appears to use the naming descriptions for dependencies. Would it be possible to understand how the tool matches configurations, is it through naming descriptions?
I only ask, as we deploy from sandboxes to production on a regular basis and sometimes the naming conventions may not always be the same. They may be updated in production at a later date.
The deployment tool within the admin center, when a dependency issue is found, and you have the option to create the dependency in production, it would also be helpful to be able to match to an existing one, maybe by using the name or ID.
View comment · Posted Oct 11, 2023 · Kerry Charlton
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Kerry Charlton commented,
Felipe Coelho - Tecna Sistemas
- If you require routing to specific groups, based on language you need to set up brands for this requirement. For example. UK Social, DE Social etc
- You then associate the relevant brand to the WhatsApp account you are connecting in the Admin Center > Channels > Messaging
- The group you are wanting to route the WhatsApp conversations to also needs to be enabled as a department in chat. Note, if you do not want the department to be displayed, you will need to apply code to suppress the departments from appearing to end-users.
- A trigger in support is then set up as per below. This will ensure the WhatsApp messages are only presented to that group/department via conversations
Meet ALL of the following conditions
- Ticket is created
- Brand is =
- Channel is WhatsApp
Actions
Group is =
View comment · Edited Oct 26, 2021 · Kerry Charlton
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