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手塚
Joined Apr 16, 2021
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Last activity Dec 14, 2023
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手塚 created a post,
For example, if there is an article about "Cancellation" in Section A of Category A, searching for "Cancellation" in the search window of Section B in Category B does not yield any results. This significantly impairs the user's search experience and also affects the aggregation of metrics in "Explore" for "Search Results Found/Not Found."
We would like the following improvements:
Enable searching for articles from lower-tier sections in higher-tier sections or in different categories and sections.
In "Explore," allow the aggregation of metrics to determine which articles, when searched in the search window, resulted in "No Search Results."
Posted Dec 14, 2023 · 手塚
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手塚 created a post,
Regarding the comment area (Internal Memo/Public Reply), when the number of lines increases, if you want to see the entire content (such as a review), you need to manually expand the area. Previously, it used to expand automatically.
Furthermore, the expanded area seems to be remembered. When you open a different ticket, it remains in the expanded state. Adjusting the area width each time is cumbersome, so I would like the following two functionalities:
- Automatically expand the area when the number of lines increases.
- Ability to set a default value for the comment area (without learning from the previous ticket's area width).
Posted Aug 17, 2023 · 手塚
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手塚 created a post,
This is a request regarding Zendesk's "macro function". I would like a feature that allows bulk editing, such as uploading a CSV, instead of manually editing them one by one.
The reason is that the current specification incurs too much management cost and is prone to errors.
Posted Apr 14, 2023 · 手塚
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手塚 commented,
Thank you very much for your suggestion Chandra!
I've contacted Zapier team and they told me to use the "Latest" schedule trigger instead, and now the Zap is working as expected!
I'll leave the screenshot for other people in future cases.
View comment · Edited Aug 17, 2022 · 手塚
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手塚 commented,
Hello Chandra,
This post really helps. Cheers!
However, when I try to enable the zap including the python code, it turns ON once, but it turns back OFF when I reload the page.
Testing each step doesn't occur any errors, and python seems to be working OK, but it seems like the python-step is causing the problem since I tested deleting each step one by one.
Should I contact your support team for this, or is there any known solution?
Thanks in adance!
View comment · Edited Aug 16, 2022 · 手塚
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手塚 created a post,
※チケットは解決済みとして送信してから336時間(14日)で終了になるよう設定
※CSATはチケットを解決済みとして送信してから168時間(7日)で送信されるよう設定
1. フォームからお問い合わせがある(チケットAが生成される)
2. チケットAで回答を解決済みとして送信
3. 7日経過する前に、エンドユーザーが改めてフォームからお問い合わせ(チケットBが生成される)
4. チケットBの対応中に、チケットAが解決済みにしてから7日経過したことで満足度調査が送られてしまう
この結果、エンドユーザーが混乱したり、「解決していないのに満足度調査を送ってきた」とお怒りになるケースが見られました。
また、メールにそのまま返信いただけず、都度フォームからご連絡いただく方について特に顕著に発生しています。
CSATのメール文面にはチケット番号や件名などを記載していますが、それも確認しないエンドユーザーが多いため、有効な回避策を探しています。
よろしくおねがいします。
*This feedback is referred to ticket No.9671891
Edited Oct 25, 2021 · 手塚
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