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Jessica Fong

Joined Apr 15, 2021

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Last activity Sep 05, 2022

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ACTIVITY OVERVIEW

Latest activity by Jessica Fong

Jessica Fong commented,

CommentThird party and social messaging channels

Can the email ticket be solved if customers reached out using the social media buttons? Otherwise, we will be doubling the work to serve one customer. Thanks 

View comment · Posted Sep 05, 2022 · Jessica Fong

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Jessica Fong commented,

CommentUsing legacy AI agent functionality

I wonder how auto-translate works for answers.

The above article mentioned "You do not need to add training phrases in multiple languages." So even if customers reach out using traditional Chinese, will the bot still be able to translate it and provide "answers" accordingly? Thanks 

View comment · Posted Aug 09, 2022 · Jessica Fong

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Jessica Fong commented,

Community comment Discussion - Tips and best practices from the community

Hi Team,

I would like to know if it's possible to change the URL of the"HiCircle"in red? We are not going to build a help center but just would like to make sure of the zendesk form, thanks!

 

View comment · Posted May 26, 2022 · Jessica Fong

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Jessica Fong created a post,

Post Q&A - AI and automation

Hi there,

 

May I know if there's a way to make the url as hyperlink in flow builder? As we found that after adding business conditions in flow builder, even if customer would like to leave us a message, it will not create a ticket at all which means we are missing customer's messages. Therefore we would like to send message and inform customer to submit their request via zendesk form instead however I am not sure how to make the url as hyperlink. Your help is much appreciated! 

 

 

Posted Apr 28, 2022 · Jessica Fong

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Jessica Fong commented,

CommentThird party and social messaging channels

Hi there,

I would like to know how "message request" works in zendesk if we integrated Instagram to messaging? Will it auto accept all the message request and create a ticket for agents to handle? Thank you.

View comment · Posted Apr 22, 2022 · Jessica Fong

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Jessica Fong commented,

Community comment Feedback - Ticketing system (Support)

Hi Team,

 

I would like to know is there a way to customise the CSAT message in whatsapp? Currently customer has to manual insert GOOD or BAD (and only exact wordings would be count), is there a way to change it to something similar with the CSAT rating for messaging? Thanks

View comment · Posted Mar 21, 2022 · Jessica Fong

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Jessica Fong commented,

CommentTicket customization

Hi There,

I would like to know if it's possible to add conditions on form level too? For example if I have enabled multiple ticket forms under one help center, end user will be asked to select a ticket form when they try to submit a request (As the picture attached)

Is it possible to add another option in the ticket form drop down list which will direct end user to articles instead of ticket form? E.g. Is it possible to add a new option "I want to claim warranty" but it will direct end user to read article instead of fill in a request form? Thank you

View comment · Posted Feb 20, 2022 · Jessica Fong

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Jessica Fong commented,

CommentUsing themes and customizing your Help Center

Hi There,

 

I would like to know how to change the colour of the help center name and language selection under the footer? Thanks

View comment · Posted Feb 20, 2022 · Jessica Fong

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Jessica Fong commented,

Community comment Feedback - Voice (Talk)

I'd love to have a view on agent's activity log too. Although we have total available time and total talk time however it's still important to know how long people are on specific statues. Especially when everyone is working remotely due to covid, this could definitely help understand our complete agent activity. 

View comment · Posted Feb 13, 2022 · Jessica Fong

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Jessica Fong commented,

CommentTicket management

Jake Bantz Thanks for sharing. May I know if there's any chance we can change the wording "Please choose your issue below"? Also is it possible to replace it with a dynamic content? Thanks.

View comment · Posted Jan 20, 2022 · Jessica Fong

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