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Paul Beirne

Joined Oct 22, 2021

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Last activity Aug 14, 2024

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ACTIVITY OVERVIEW

Latest activity by Paul Beirne

Paul Beirne commented,

CommentManaging Talk

Is Intent/Sentiment data for Talk tickets based on the call transcripts in the works?

View comment · Posted Jul 23, 2024 · Paul Beirne

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Paul Beirne commented,

CommentGetting started with live chat

I've really enjoyed using the Training Tickets App for Zendesk Support to onboard new agents. It lets you take actual customer tickets in your live Zendesk environment, save them as 'practice tickets' and organize them into a course for new agents to go through. They can use macros, tags, and all the custom options in your Zendesk instance without the reply actually going out to a live customer. Managers can then review their work in a safe way, again, without working on live customer tickets. Highly recommend. I use it for quick Quality Assurance (ie. "How would you solve this?") quizzes with my seasoned agents as well.

View comment · Posted Mar 08, 2024 · Paul Beirne

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