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이지훈(maclaude)'s Avatar

이지훈(maclaude)

Joined Apr 15, 2021

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Last activity Feb 26, 2025

Zendesk Luminary

ASK.ahnlab.com

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ACTIVITY OVERVIEW

Latest activity by 이지훈(maclaude)

이지훈(maclaude) commented,

CommentWorking with articles in the knowledge base

I believe this feature offers key advantages over Google Translate:

  1. Agents can translate seamlessly without switching applications.
  2. The article's formatting remains intact, eliminating the need for manual adjustments.

However, to enhance its utility, I suggest the following improvements:

  1. Batch Translation
    It would be beneficial if translations for all selected languages were generated automatically. Ideally, all languages enabled in the Help Center settings should be translated by default, saved as drafts, allowing agents to review before publishing. Manually selecting translations each time reduces efficiency, making it similar to Google Translate.
  2. Glossary Integration
    A major drawback of Google Translate is its inability to use a custom glossary. Since Zendesk AI translation is natively integrated, it should recognize Help Center use cases, generate a glossary automatically, and apply it during translation. It should also correctly translate company and product names through custom glossary settings.

Currently, this feature is in the EAP stage with basic functionality. Implementing these enhancements could shift the perception from "Oh, this exists in addition to Google Translate?" to "Oh, this is much better than Google Translate!"

View comment · Posted Feb 26, 2025 · 이지훈(maclaude)

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이지훈(maclaude) commented,

Community comment Feedback - Ticketing system (Support)

to. Vitalii Petrus

 

You can detect changes to fields in your organization with webhook events.

https://developer.zendesk.com/api-reference/webhooks/event-types/organization-events/

 

 

View comment · Edited Jan 16, 2025 · 이지훈(maclaude)

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이지훈(maclaude) commented,

Community comment Feedback - Ticketing system (Support)

As of now, you have no choice but to use the Audit Log API to achieve your goal.
The Audit Log records changes to custom organization fields.


I think you can use the following methods.

1) Write code to periodically fetch the Audit Log API.
2) If there is a change in the organization field in the fetched Audit Log, parse only the corresponding log using a regular expression and save it.
3) Send the saved information to another service using the API.

View comment · Edited Jan 16, 2025 · 이지훈(maclaude)

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이지훈(maclaude) commented,

Community comment 한국어 커뮤니티

네 맞습니다.

상담원 전용 티켓 필드는 아무리 외부에서 필드 값을 지정하려 해도 권한이 없으므로 설정할 수 없을 겁니다.

 

최종 사용자 권한 필드로 설정 후 new-request 페이지와 request 페이지 우측 필드 nav 영역에서 숨기시는 방법 밖에는 없을 듯 하네요. 

View comment · Posted Jan 14, 2025 · 이지훈(maclaude)

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이지훈(maclaude) commented,

Community comment Feedback - Help Center (Guide)

hi. Katarzyna

 

The EAP for the new editor you mentioned seems to be something that agents use when writing articles. But the editor I want is the one that end users use when writing ticket comments or when writing requests in the description field when submitting a ticket. Of course, we are using WYSIWYG in our help center theme.

 

Is there any news about the help center theme editor?

View comment · Posted Jan 14, 2025 · 이지훈(maclaude)

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이지훈(maclaude) commented,

CommentCustom data

When importing a custom object, it is not imported in the order of the CSV rows. Since I cannot sort the custom object, this list is displayed as is to the end user or agent. If the custom object is a number, it is not sorted, which confuses the users.

 

1) Is there any way to import a custom object in CSV order?

2) Do you plan to support sorting in custom objects? (Like the ticket field option)

View comment · Posted Jan 13, 2025 · 이지훈(maclaude)

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이지훈(maclaude) commented,

Community comment Feedback - Ticketing system (Support)

I think today is December 40, 2024.

View comment · Posted Jan 08, 2025 · 이지훈(maclaude)

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이지훈(maclaude) commented,

Community comment 한국어 커뮤니티

트래픽 때문에 그러시는 건가요? 아니면 개인정보 때문인가요?

제가 알기로는 방법이 없습니다. 

tickets API를 쓰신다면 조회 된 모든 속성/값을 다 받아 오는 수 밖에는 없습니다.

View comment · Posted Dec 26, 2024 · 이지훈(maclaude)

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이지훈(maclaude) commented,

Community comment 한국어 커뮤니티

네 그건 방법이 없습니다.

그래서 사용자들이 사용자 지정 번역 기능(수동 번역)을 요구했고 현재 번거롭더라도 각각의 플로우에 수동 번역을 넣어서 사용하고 있는 실정입니다.

View comment · Posted Dec 26, 2024 · 이지훈(maclaude)

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이지훈(maclaude) commented,

Community comment Feedback - Help Center (Guide)

Tick ​​tock tock tock~
There are only two weeks left in 2024.
Will this request carry over to 2025?

View comment · Posted Dec 18, 2024 · 이지훈(maclaude)

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