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James Molina
Joined Apr 15, 2021
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Last activity Feb 05, 2025
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Latest activity by James Molina
James Molina commented,
What is the the expected behavior when an Agent is creating a new ticket and Brand spaces is turned on.?
We have found that only Agents associated with the default brand can create a new ticket. Agents aligned with an alternate brand are unable to create new tickets.
How do team members associated with a brand that is not a default create a ticket on behalf of a requester?
View comment · Posted Feb 05, 2025 · James Molina
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James Molina commented,
Many clients need the ability to change a messaging ticket from a messaging channel to an email channel since inactive messages are treated like emails after an initial messaging conversation. This fixes many of the OCR issues related to routing inactive messages. Currently, if you count inactive messages, they are prioritized over live messages. If you don't don't count inactive messages, no channel capacity is accounted for then the first agent can get dumped all the messages. Separate queues then prevents emails from taking priority over inactive messages.
View comment · Posted Dec 16, 2024 · James Molina
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James Molina commented,
same as the above. When does this feature rollout?
View comment · Posted Nov 26, 2024 · James Molina
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James Molina commented,
Do these metrics apply to third party bots like Ada or Ultimate when they are integrated with Zendesk? Or is this strictly for Zendesk Messaging?
View comment · Posted Oct 25, 2024 · James Molina
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James Molina commented,
Will the ton shift change based on the customer? For example, if you choose playful but a customer shows that they are "angry" what type of response would they get?
View comment · Posted Feb 14, 2024 · James Molina
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James Molina commented,
Isobel Petty. Yes! Well, there can be. Omni channel routing requires a tag on tickets to be eligible. So you can use the tag or create a custom attribute with that tag for a report!
View comment · Posted Jan 31, 2024 · James Molina
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James Molina commented,
+1 for Tatiana Christensen Comment
View comment · Posted Jan 19, 2024 · James Molina
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James Molina commented,
Any update on this functionality?
View comment · Posted Jul 17, 2023 · James Molina
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James Molina commented,
I also work with many clients that need this.
View comment · Posted Jun 23, 2023 · James Molina
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James Molina commented,
How is the language detection within the Intelligence section affect workflows or other items? Is this separate from the native Zendesk Language detection?
View comment · Edited Jun 14, 2023 · James Molina
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