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Kyna (Ky)'s Avatar

Kyna (Ky)

Joined Apr 16, 2021

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Last activity May 28, 2024

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ACTIVITY OVERVIEW

Latest activity by Kyna (Ky)

Kyna (Ky) commented,

Community comment Feedback - Chat and Messaging (Chat)

I agree with this post.

The bot should ask to clarify with words or phrases instead of firing answers that are completely unrelated to the customer's concern.

I am also surprised that there is no feature like this to help train the bot to have better understanding of what intents should be related to certain answers. Aside from this great idea by Rachel, there should also be an exclude list or blacklist like how your Triggers and Automations have the feature that specifies how a ticket comment must not contain certain words or phrases for the answer not to fire.

For example say there are 2 types of verification processes.

1. ID verification
2. Address verification

The moment a customer types something like "add verification" it would still fire ID verification. For flows in which terminology is very close, it would be helpful if we can have blacklists. Also, since there are a lot of cases where answers fired are unrelated, just the ability to exclude certain words from which we see an incorrect pattern would greatly help avoid inconvenience to customers.

View comment · Posted Mar 05, 2024 · Kyna (Ky)

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Kyna (Ky) commented,

Community comment Feedback - Reporting and analytics (Explore)

This feature is what we're looking for as well.


We have a custom metric measuring Median Response Time / duration between status changes when an end-user replies. However, it can only measure in Calendar Hours since it's a custom metric.

This would be more accurate for us than just looking at the native First Reply Time in Business hours.

View comment · Posted Feb 29, 2024 · Kyna (Ky)

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Kyna (Ky) commented,

CommentChat best practices and recipes

Agree with Mira and Chloe. This is a feature NEEDED for live messaging.

View comment · Posted Sep 01, 2023 · Kyna (Ky)

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Kyna (Ky) created a post,

Post Feedback - Ticketing system (Support)

Ideal outcome: If an agent mentions a word from the blacklist, the public comment will not be sent or will be automatically sent as an Internal Note so that the End User does not receive the message.

Purpose: It would save our team a lot of trouble if there was a feature that allows us to filter words (blacklist) that are not allowed to be said to customers.

Samples of this would be internal terms/SOPs or confidential information that should not be mentioned to customers (end users), any profanity/vulgar words, sensitive topics.

Posted Apr 12, 2023 · Kyna (Ky)

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Kyna (Ky) commented,

CommentExplore recipes

Hi! Anyone else encountered issues with data pulled from the Time Tracking app? We have 0 data about Status time, etc since Apr 26, 2022. Any dates prior to Apr 26 have complete populated data.

View comment · Posted May 10, 2022 · Kyna (Ky)

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Kyna (Ky) commented,

Community comment Feedback - Ticketing system (Support)

This would be very helpful for our team!
Same use case as Tyler above.

View comment · Posted Oct 08, 2021 · Kyna (Ky)

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Kyna (Ky) commented,

CommentAI agents and automation best practices

Hi Zendesk team!

I was thinking that using conditional Fields together with the AnswerBot via Web Channel might be a good way to filter AnswerBot article suggestions. 

Is there a way for me to do this currently?
Example on the Web form, I have a Ticket Field which has a corresponding tag. Could this tag be used as a label for the article so that AnswerBot fires it as a suggestion every time the specific answer to a Ticket Field is selected by the end user? 


View comment · Posted May 31, 2021 · Kyna (Ky)

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Kyna (Ky) commented,

Community comment Feedback - Ticketing system (Support)

Hi Greg, 

I tried your suggestion, but unfortunately did not get the expected result. If I do make an Organization specific for my external email address, where should I set the rules that would look at the Organization of the CCed email address? 

Would you know if there currently is a way for Zendesk to detect the organization of cced email addresses? I understand it only looks at the organization of the requester, in this case, our end-users and not the cced external email address.

Thanks.

View comment · Posted May 28, 2021 · Kyna (Ky)

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Kyna (Ky) created a post,

Post Feedback - Ticketing system (Support)

We applied the Email Forwarding feature of Zendesk so that emails received from customers through our external (non-Zendesk) email is integrated into our Zendesk platform by creating a ticket for each email.

When this happens, our external email address is included as a CC to the ticket. This email of ours is only a CC in the ticket as it is not a registered Support address on our Zendesk account. It simply forwards emails to one of our registered Zendesk Support addresses.

We want to make a Trigger or Automation with the condition filtering all emails we have with our external email as a CC. However, Zendesk only has the option to filter out registered support emails via the Received at condition.

It would be an easy solve for us if we just register our external email as a support email for our Zendesk account. However, adjusting the way our external email is set up may cause issues with how we receive emails so we are trying to avoid this.

Hoping that you could add CCs as one of the possible conditions for Triggers and Automations.

Posted May 26, 2021 · Kyna (Ky)

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