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Michael Yuen's Avatar

Michael Yuen

Joined Apr 15, 2021

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Last activity Feb 13, 2025

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ACTIVITY OVERVIEW

Latest activity by Michael Yuen

Michael Yuen created a post,

Post Feedback - Ticketing system (Support)

Hi Zendesk. I know you have now twice neither acted on. but also archived, requests to support  HEIC image previews within a ticket. 

However, with both posts (one from 2019 and another from 2021) having been closed for comment, there's currently no way for additional customers to speak up and say they too need this feature. So I'm  posting here to remind your product team that--six years later--we are still waiting for this simple feature. 

All we want is to be able to preview HEIC files within the ticket just as we can preview JPGs (without having to pay yet more money for a third-party app to do so). Please add this to your list of new features for 2025. Thank you.

Edited Feb 07, 2025 · Michael Yuen

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Michael Yuen commented,

Community comment Feedback - Ticketing system (Support)

It's a shame that reporting for skipped tickets was never fully developed before Zendesk abandoned it and moved on to omnichannel routing. Some Zendesk customers still use Chat, which precludes us from using omnichannel routing. 

This means we're stuck using the rather inefficient workflow for viewing skipped tickets as I understand it--i.e., having to open and review each individual agent's user profile in Zendesk in order to see the Play only skipped tickets listed there. That's a far cry from being able to run a single report that captures all skipped tickets for all agents and the reasons for skipping--especially when you have more than 1-2 agents. 

We were late but excited to discover the Play only and Skipped tickets feature--and equally disappointed to learn reporting had never been developed, nor was the option to view skipped tickets expanded beyond just Admins, 6.5 years after its original launch.

View comment · Edited Jan 22, 2025 · Michael Yuen

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Michael Yuen created a post,

Post Feedback - Zendesk AI and automation

I'd like to be able to separately enable the Summary and Enhance Writing features. Right now, admins can enable both features together. But to have one you must have the other enabled as well.

This would allow agents to make use of a useful feature (Summary) without enabling the less-useful (for us) and often mis-used Enhance Writing feature. (The current tone doesn't match our brand voice, making both the More friendly or More formal settings basically useless).

There is no workaround, short of turning off both features or reminding agents to not use Enhance Writing and hoping for the best.

Suggestion: add sub-options underneath the main Turn on generative AI page (e.g. https://XXXXXXX.zendesk.com/admin/workspaces/agent-workspace/generative-ai) as seen below.

 

Edited Jan 02, 2024 · Michael Yuen

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Michael Yuen commented,

Community commentZendesk AI EAP - Generative AI

Another vote for the ability to track if Generative AI features have been used. (In particular, the Enhance Writing feature). We can see if agents have applied macros; it would be similarly helpful to see if agents have used these AI features, too.

View comment · Posted Dec 28, 2023 · Michael Yuen

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Michael Yuen commented,

Community commentZendesk AI EAP - Generative AI

Jakub Konik Curious if you can answer my question above: is there a way to see if an agent used the "enhance writing" feature on their reply? Is that something tracked within the ticket, the same way we can see that agents applied a macro, for example?

Also, will there be a way to fine-tune the "voice" used for the "enhance writing" features? For example, the "make more friendly" feature can be helpful but is a bit too informal at times (at least for our brand voice). If we could have it, say, scale back the exclamation points, and make other adjustments or even provide instant feedback on the result, that would help. 

View comment · Posted Dec 28, 2023 · Michael Yuen

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Michael Yuen commented,

Community commentZendesk AI EAP - Generative AI

Is there no way to see if the agent used the "Enhance Writing" feature to modify a reply? 

View comment · Posted Dec 05, 2023 · Michael Yuen

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Michael Yuen commented,

Community comment Feedback - Ticketing system (Support)

Amisha Sharma following up on my previous post (from August)...do you have an update on support for HEIC images within Zendesk? 

View comment · Posted Nov 10, 2023 · Michael Yuen

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Michael Yuen commented,

CommentTicket automation and collaboration

When the "enhance writing" option is used, is that logged anywhere? Where in the ticket (if anywhere) can we see that the agent used "enhance writing", even if we can't see the actual changes that were made?

View comment · Posted Nov 10, 2023 · Michael Yuen

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Michael Yuen commented,

Community comment Feedback - Ticketing system (Support)

Thanks for the info, Brett Bowser! Looking forward to the update.

View comment · Posted Aug 22, 2023 · Michael Yuen

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Michael Yuen commented,

CommentGeneral questions about live chat

The problem with this approach (versus being able to set an account-based schedule with multiple start/stop times in a day) is this: when using the department-centered chat schedule, your customer will then see a drop-down menu from which they can choose a department/group to chat with--even if that's the only department.

And while you can make choosing a department optional, you cannot hide the Choose a department feature completely.

Or am I missing something?

 

View comment · Edited Aug 11, 2023 · Michael Yuen

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