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Pascal Turmel's Avatar

Pascal Turmel

Joined Apr 16, 2021

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Last activity Nov 05, 2024

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ACTIVITY OVERVIEW

Latest activity by Pascal Turmel

Pascal Turmel commented,

Community comment Feedback - Reporting and analytics (Explore)

Could I get a new update from Product Management on the likelihood of addressing this easy feature? Thanks

View comment · Posted Nov 05, 2024 · Pascal Turmel

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Pascal Turmel commented,

CommentTicket management

Same feedback as above.. 

To leverage and scale up Explore as a proper Business Intelligence system, we need minimum functionality to transform and clean past data on Close ticket fields (not only tags since we use custom fields as pick list in Dashboards etc..)

We also need to modify data for governance reasons (remove PPI that may have inadvertently been entered in ticket comments or change the requester) - The only option we had was to delete a bulk of tickets which we would have rather kept for knowledge transfer

So although it is a good step forward, more is needed to provide ability to update close tickets

View comment · Posted Oct 29, 2024 · Pascal Turmel

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Pascal Turmel commented,

CommentBuilding reports

What about measuring usage of AI Features in articles by our agents for the Guide part in Articles (Like Expand, Simplify, Make more Formal / Friendly)? Which ai_tool_usage_object_id is supposed to be used to calculate this?

 

View comment · Posted Sep 27, 2024 · Pascal Turmel

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Pascal Turmel created a post,

Post Feedback - Ticketing system (Support)

We want to automatically add AI Summarization via a macro at the end of every tickets for documentation purposes. Currently there is no placeholder to add AI Summarization into a macro to add a comment into a ticket. Please see my ticket #12813666 for more info

Posted Aug 07, 2024 · Pascal Turmel

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Pascal Turmel commented,

CommentTeam members and groups

Same for us. Agents experience random disconnection to offline mode after a while from any Agent Status. A ticket has been logged and Support does not seem to be aware of the Disconnection Service: Could someone in Product Management expand and possibly add us for testing?

View comment · Posted Jul 08, 2024 · Pascal Turmel

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Pascal Turmel commented,

Community comment Feedback - Reporting and analytics (Explore)

Please escalate to Product Manager for an ETA for reviewing this feature request

 

View comment · Posted Jul 02, 2024 · Pascal Turmel

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Pascal Turmel commented,

CommentHow to solve unexpected issues with reports

Can this message be customized to show blank instead of the error message, which looks ugly if multiple reports are placed on a dashboard.

View comment · Posted May 21, 2024 · Pascal Turmel

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Pascal Turmel commented,

Community comment Feedback - Reporting and analytics (Explore)

Same - Provide ability to set a custom value for Null result set. It looks ugly on a dashboard with multiple reports. Better handling of displayed null values. I suspect there is no way to set a "If null condition then display" for a result set on attribute value, so would value PM 's update on this feature

View comment · Posted May 16, 2024 · Pascal Turmel

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Pascal Turmel commented,

CommentHow to create and update reports

I don't get the “As best practice, clone the dashboard before making any changes”, This is not scalable there should be a way to undo the unpublished change if making several changes as part of the design of the dashboard? The undo button on dashboard does not do that for me

View comment · Posted May 16, 2024 · Pascal Turmel

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Pascal Turmel commented,

CommentRouting

Thanks - Could we be part of an EAP (Early Adopter Program) for this when it opens? We are on the verge of deciding renewal with Zendesk or not: This feature is a major roadblock at this stage for a Go or No Go further with Zendesk

View comment · Posted May 08, 2024 · Pascal Turmel

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