Erin O'Callaghan
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Total activity426
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Last activity
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Activity overview
Latest activity by Erin O'Callaghan-
Erin O'Callaghan commented,
Hi Thomas, I've updated the article to say "Suite Professional and above" to align with the header.
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Erin O'Callaghan commented,
New EAP for generative AI: Summarization and text enhancing Zendesk offers several AI-powered features that help agents be more productive while still providing a high level of customer service. Th...
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Erin O'Callaghan commented,
Hi Paul Jarman, I did some testing, and it looks like the metrics in your screenshot should reflect any custom statuses whose category corresponds to the default statuses included in the metric’s f...
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Erin O'Callaghan commented,
Hi all, I just wanted to chime in and mention that you can use the Support - Tickets dataset to report on the following attributes: Ticket custom status name, Ticket custom status category, and Tic...
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Erin O'Callaghan commented,
Hi Tom Castle, it's possible that you're in the wrong dataset. When you start creating your report, make sure to choose the Support - Updates History dataset. The metric and attributes from the rec...
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Erin O'Callaghan created an article,
Using AI to summarize and enhance ticket comments (EAP)
Note: The summarization and enhancing features are currently available in an early access program (EAP). You can sign up for the EAP here. You must have Agent Workspace activated to use the feat...
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Erin O'Callaghan created an article,
Resources for Zendesk Advanced AI
Getting the most out of Zendesk Advanced AI Join our customers who are saving around 45 seconds per ticket, as well as a 10% increase in agent productivity since leveraging Zendesk’s Advanced AI. ...
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Erin O'Callaghan created an article,
Zendesk AI overview
Attention: You must have the Advanced AI add-on to use some of the features described in this article. Zendesk AI is the intelligence layer of the Zendesk platform. Built on b...
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Erin O'Callaghan commented,
Yes, absolutely! Thank you for the comments, Sylvain Buttazzoni and Mark Glinski! I've updated the formulas and a few other places throughout this recipe to reflect the current metric and attribute...
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Erin O'Callaghan commented,
New closed beta for Explore: New report builder This closed beta introduces the new report builder, a newly redesigned reporting experience that makes data exploration and report creation more effi...