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Julian

Joined Apr 15, 2021

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Last activity Jul 24, 2024

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ACTIVITY OVERVIEW

Latest activity by Julian

Julian commented,

CommentWorkflow best practices and recipes

I agree with Sydney - could we have an answer from the Zendesk team? 

I understand that the “intent” feature is part of the new AI-Add on, but the feature to trigger an internal note should not… @Zendesk, you should keep your app usable and friendly, even on lower plans… We have been requested this feature for many years. 

View comment · Posted Jun 12, 2024 · Julian

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Julian commented,

Community comment Feedback - Ticketing system (Support)

+1 on this one

I am also very worried that out customer's PII transact via Google Translate. Do you know where can I find this clause in the Zendesk GTC's/Privacy Policy?

View comment · Posted Mar 16, 2023 · Julian

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Julian commented,

Community comment Feedback - Ticketing system (Support)

Hi Joshua,

This is a problem I was facing as well, as many of our customers are writing in different languages. 

I solved it using business rules (triggers) such as

If ticket is created & content includes one of the word "bonjour, merci, revoir, salutation" (I made a list of 30+ keywords that generally appear in messages we receive in French)

--> Switch user language to french. This is fired before the acknowledgement email and catches 98%+ of the cases!

View comment · Posted Feb 16, 2022 · Julian

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