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Luke Alexander

Joined Apr 15, 2021

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Last activity Apr 11, 2023

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ACTIVITY OVERVIEW

Latest activity by Luke Alexander

Luke Alexander commented,

Community comment Feedback - Ticketing system (Support)

Now that markdown bold has suddenly broken in dynamic content, this feature would be even more helpful

View comment · Posted Apr 12, 2022 · Luke Alexander

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Luke Alexander commented,

CommentCustomer service best practices and recipes

I don't understand why ticket.requester.language is not possible to reference in liquid for agent signatures. If you have multilingual agents, it should be possible to have not just macros that change language with dynamic content, but also agent signatures. Am I missing something here?

View comment · Posted Dec 02, 2021 · Luke Alexander

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Luke Alexander commented,

CommentAI agents and automation best practices

This set of conditions for tagging tickets as solved doesn't work for me:

  • Ticket | Is | Updated
  • Requester Role | Is | (end user)
  • Current user | Is | (end user)
  • Ticket Status | Changed to | Solved
  • Ticket Channel | Is | Email
  • Ticket Tags | Contains at least one of the following | ab_resolved

Reason being that ticket events states that Zendesk adds ab_resolved in a separate action to the user changing ticket status to solved. Further to this, when Zendesk adds the tag rather than the user, it doesn't always count as a ticket update for some reason so it's impossible to build a trigger around the ab_resolved tag: a vast majority of the time it just won't fire until the ticket updates on close. I wish that this whole feature were baked in rather than organised via triggers. It's so inconsistent.

View comment · Posted Jan 02, 2021 · Luke Alexander

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Luke Alexander created a post,

Post Feedback - Ticketing system (Support)

The Agent Workspace's default behaviour is to show agents when someone else is viewing the ticket they're working on (via the eye symbol in the top-left of the ticket).

This is usually helpful, but when it comes to live-monitoring agent performance, an agent is likely to act differently when they're aware that their ticket is being viewed.

I'd like to suggest a sort of 'incognito mode' for Zendesk so that managers can monitor agent performance live without them being aware. This was possible in the classic chat dashboard, but is no longer present in the Agent Workspace.

Posted Dec 23, 2020 · Luke Alexander

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