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John Tieu

Joined Apr 16, 2021

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Last activity Jan 27, 2025

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ACTIVITY OVERVIEW

Latest activity by John Tieu

John Tieu commented,

CommentPublishing and sharing dashboards

Agree with Sebie that the removal of customized subject and message is a step backwards. 

 

With our current Explore dashboard deliveries, we include the dashboard link in the message to remind users they can view updated data at anytime. Is there a way to reproduce this?

View comment · Posted Jan 27, 2025 · John Tieu

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John Tieu commented,

CommentZendesk messaging

Hi Kris, how did you trigger off  the capacity release being applied? I'm not seeing a condition for it in triggers.

View comment · Posted Dec 10, 2024 · John Tieu

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John Tieu commented,

Community commentZendesk EAP - Generative search in Help center

Hi Tetiana Gron , copying my comment from the help center article to the community:

Can you provide any insight on how impactful the thumbs up/down feedback is? How many thumbs down does it take to stop suggesting a quick answer? Is the impact weighted differently depending on the reason they chose for negative feedback? 

Also, is there a way for us to review the free text feedback a user enters when they downvote?

View comment · Posted Oct 29, 2024 · John Tieu

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John Tieu commented,

Community commentZendesk EAP - Generative search in Help center

Hi Chris Todd ,

 

I posted the same question on the Generative search for help center (EAP) article. I tested this and gave an incorrect answer a thumbs down a total of 11 times as both a licensed agent and a test end user. I continue to get the same incorrect answer on subsequent searches. 

 

We had a developer embed text above the quick answer, example below, and were going to add text along the lines of “Help improve the accuracy of quick answers by marking results as helpful / not helpful.” However, we've held off until we get clarity from Zendesk about how the model learns.

 

 

View comment · Edited Oct 29, 2024 · John Tieu

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John Tieu commented,

CommentZendesk messaging

Is there a way to use this in conjunction with auto-release capacity? The flow we'd like is to end the messaging conversation after inactivity period has elapsed. 

View comment · Posted Oct 23, 2024 · John Tieu

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John Tieu commented,

CommentEnd-user guide for Help Center

Hi - can you provide any insight on how impactful the thumbs up/down feedback is? How many thumbs down does it take to stop suggesting a quick answer? Is the impact weighted differently depending on the reason they chose for negative feedback? 

Also, is there a way for us to review the free text feedback a user enters when they downvote?

View comment · Edited Oct 23, 2024 · John Tieu

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John Tieu commented,

CommentTicket automation and collaboration

Two questions about taxonomy:

  1. Is taxonomy case sensitive?
  2. Is the detection smart enough to detect variations of the same word or should each option be entered? For example, invoice/invoices or reconcile/reconciliation

View comment · Posted Aug 09, 2024 · John Tieu

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John Tieu commented,

CommentTicket management

Hi, 

 

Echoing Matt Russell's question, we have turned off merging for anyone but admins. If we turn this feature on, what's the agent experience like if they don't have the ability to merge? 

View comment · Posted Aug 07, 2024 · John Tieu

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John Tieu commented,

CommentEnd-user guide for Help Center

Two questions about future functionality for generative search:

  1. Will there be any flexibility to exclude a subset of articles that need to remain public and published to users? Perhaps an ability to include/exclude only articles with a certain label?
  2. There's some terminology within our industry that mean the same thing and used interchangeably by users. Our articles will sometimes only have one or the other referenced. Can we “train” generative search to know any search results that use either terminology should be pulled? For example, if a user searches for “spot media” or “local media” the results should be the same and pulled from any articles that contain either phrase?

View comment · Posted Aug 02, 2024 · John Tieu

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John Tieu commented,

Community commentZendesk EAP - Generative search in Help center

Understood Tetiana Gron . I'd be less concerned of the wrong article being suggested if the quick answer didn't change the content of the article within the summary.

 

If the quick answer said, “To reset your password for Spectra OX” - it'd be clear to the end user that it's not the right answer. Can we get any more detail on why it changed the opening line to “To reset your password for Spectra AV” when Spectra AV isn't referenced anywhere in the article?

View comment · Posted Jul 24, 2024 · John Tieu

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