Jiri Fait

1. Agent guide
2. Ticket automation and collaboration
3. Using AI to summarize and enhance ticket comments (EAP)

Hi, clicking on Summarize button in the banner that appears at the top of the ticket does not do anything. The only way how to summarize a conversation is the second option - open Intelligence sect...

• View comment
• Jiri Fait
• Created June 14, 2023 12:10
• 3 votes

1. Community
2. Feedback - Ticketing System (Support)
3. I should be able to create a view for the tickets I'm CC'd on

This one is a MUST! Please do consider implementing this option asap. You say "This request is one that the product manager is highly aware of" - he/she has been aware of it for approx. 4 years now...

• View comment
• Jiri Fait
• Edited February 23, 2023 09:21
• 2 votes

1. Agent guide
2. Ticket automation and collaboration
3. Using AI to summarize and enhance ticket comments (EAP)

Hi, the Summarize button in the banner that appears at the top of the ticket still does not work.  It would be very nice if there was a way how to get rid of this panel as it only occupies space...  

• View comment
• Jiri Fait
• Created July 19, 2023 08:27
• 1 vote

1. Community
2. Feedback - Help Center (Guide)
3. Enable end-users to view all their multibrand requests on a single Help Center

Definitely +1 from us. We have over 20 brands and would really appreciate this.

• View comment
• Jiri Fait
• Created June 01, 2023 09:12
• 1 vote

1. Zendesk updates
2. Announcements
3. Announcing the "is not" operator for the trigger condition "Received at"

Finally! It was too late yesterday... :-)

• View comment
• Jiri Fait
• Created March 21, 2023 16:41
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Preserve Group and Assignee for user-generated follow-up tickets

Definitely a +1 here too. We use the triggers (tags) to manage this but it would be much easier if it was pre-built indeed.

• View comment
• Jiri Fait
• Created November 20, 2019 14:01
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Change sender address when creating a NEW ticket on behalf of the requester

plus one

• View comment
• Jiri Fait
• Created May 25, 2018 12:06
• 1 vote

1. Support
2. ...
3. Ticket management
4. About ticket archiving

Hi, can an end-user see his archived tickets somehow in his profile in the help center? As far as I know they are not able to see their tickets older than 120 days in their HC profile, correct?

• View comment
• Jiri Fait
• Created October 17, 2022 12:45
• 0 votes

1. Community
2. Feedback - Admin Center
3. Defaulting to a New Agent Role

Why did you change it from Light Agent to Contributor? Plus, what is the difference in terms of rights and permissions?

• View comment
• Jiri Fait
• Created August 05, 2021 14:41
• 0 votes

1. Agent guide
2. Ticket basics
3. Formatting text with Markdown

Hi, did anybody find out how to create Tables in Mardown then? I tried Liquid - not working, tried html - not working either... So I was wondering if anyone found any solution to this, we really ne...

• View comment
• Jiri Fait
• Created February 01, 2021 13:04
• 0 votes