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Arno (EMEA Partner)

Joined Apr 15, 2021

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Last activity Dec 14, 2024

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ACTIVITY OVERVIEW

Latest activity by Arno (EMEA Partner)

Arno (EMEA Partner) commented,

Community comment Feedback - Ticketing system (Support)

We have noted same issue, and it is simply unnecessary action to remove the other agents to avoid unnecessary emails to be sent, and easy to forget. It is our team that is discussing with a third party to solve an issue on the side conversation, not a specific agent. 

If agent address added as cc is not removed, it also reveals direct email addresses of our agents to the discussed party, which is not what we want, definitely not. Third parties should always discuss only with our service address and we reveal personal contact information for our agents only if it is absolutely required.

Should our agent wish include another person in the discussion personnally (allow discussion outside our Zendesk connecting personal emails), they could do that, if they need to. They do not expect to do Reply All. 

We do not need any notifications for side conversations to agent personal address, and we have taken steps to disable unnecessary email notifications for side conversations. When Zendesk adds automatically agent as CC, we cannot avoid unnecessary emails.

To extend this feature a bit, Admin should be a able disable revealing agent personal email address to discussed party to make sure it does not happen by Zendesk automatically. Same way Alias can be used to hide actual name, which is very important to some of our customers, actually a real safety issue. It would be good, if also agent could be able to define (or setting on agent level), whether his/her email address can be shared by Zendesk.  

 

View comment · Edited Dec 14, 2024 · Arno (EMEA Partner)

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Arno (EMEA Partner) commented,

Community comment Feedback - Chat and Messaging (Chat)

For option titles I would like to see support to define translations by our selves as well. Option titles are usually short, and autotranslation seems to loose context when translating.

View comment · Posted Nov 26, 2024 · Arno (EMEA Partner)

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Arno (EMEA Partner) commented,

CommentUsing AI agents for messaging

Noting that even with longer texts terminology used in translations change to different context, like the Bot flow would not not be translated as whole having specific context, but each text translated single separate string. It would be great, if you could somehow define the context for the translations, like “apartment rental” or “car dealership”, and translations would use terminology in translations accordingly. Maybe not the best example, as these might not have overlapping terminology, but hopefully the idea is clear. 

View comment · Posted Oct 29, 2024 · Arno (EMEA Partner)

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Arno (EMEA Partner) commented,

CommentUsing AI agents for messaging

I would also like to see that Option titles and Button titles would support own translatations. The shorter the text is, it is more likely that translations loose context, leading to odd translations, and poor user experience.

View comment · Posted Oct 29, 2024 · Arno (EMEA Partner)

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Arno (EMEA Partner) commented,

Community commentZendesk AI EAP - Generative AI

I would be also interested in possible solution to this issue. 

View comment · Posted Jun 12, 2024 · Arno (EMEA Partner)

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Arno (EMEA Partner) commented,

Community comment Q&A - AI and automation

Has anyone found a solution to this? We are have issues BOT finding results by “higher logic”, non-relevant flows if it matches even single word, blocking relevant articles related to customer question. Are we doing something wrong, is there a way around this?

View comment · Posted Jun 12, 2024 · Arno (EMEA Partner)

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Arno (EMEA Partner) commented,

CommentWorking with articles in the knowledge base

Noted, that if we have an attachment in first article, and then we add link to that attachment in second article, Zendesk Guide automatically adds that same attachment as copy with new id to the second article.

We would just want to link the attachment from first article in the text of second article, and we would not want the attachment to appear in second article.

Is this "cloning of attachments" intended behaviour, and could it be avoided somehow?

View comment · Posted Mar 22, 2024 · Arno (EMEA Partner)

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Arno (EMEA Partner) commented,

CommentTriggers and automations

Does anyone know, how to identify when ticket is created by email based on closed ticket (follow-up by email)?

I would really need to identify these cases as separate from from follow-ups from Guide / ticket view, but cannot find a way.

For example conditions: Ticket IS created + Channel IS closed ticket + Updated via IS email conditions do not match to these tickets created.

View comment · Posted Mar 20, 2024 · Arno (EMEA Partner)

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Arno (EMEA Partner) commented,

Comment[ARCHIVE] Documentation

Is there ETA for for Finnish language? I noted that Swedish language is already there.

View comment · Posted Mar 13, 2024 · Arno (EMEA Partner)

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Arno (EMEA Partner) commented,

Community comment Feedback - Ticketing system (Support)

Does anyone know, if there is a third party app or integration platform supporting Facebook "Mentions"?

Now that it seems that customers cannot anymore add wall post, but everything is under "Mentions", support to bring these into tickets for replying is essential. It seems that if customer "tags" company in their own feed or comes to company pages and adds a wall post under "Mentions", those both are visible there.

Also, if anyone has studied Facebook APIs, I am interested in, if there is support to retrieve this information and comment back, so that a solution actually could be built.

View comment · Posted Jan 08, 2024 · Arno (EMEA Partner)

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