Erin O'Callaghan
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Total activity536
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Last activity
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Activity overview
Latest activity by Erin O'Callaghan-
Erin O'Callaghan created an article,
Merging related tickets based on AI suggestions (EAP)
Attention: The feature described in this article is currently available in an early access program (EAP). You can sign up for the EAP here. You must have the Ad...
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Erin O'Callaghan commented,
Thanks for letting us know about this, Chad Susa (Gravity CX - Zendesk Partner)! I've updated the Call wait time brackets attribute to show the available values in seconds.
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Erin O'Callaghan created an article,
Best practices for boosting agent productivity with AI features
Attention: You must have the Advanced AI add-on to use the features described in this article. Zendesk offers many generative AI features that help agents be more productive w...
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Erin O'Callaghan commented,
New EAP for Support Redaction suggestions The redaction suggestions feature automatically highlights certain types of personally identifiable information (PII) within a ticket. Agents with permissi...
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Erin O'Callaghan commented,
We've added a new recipe for Support: Tracking metrics for child tickets based on the parent ticket ID
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Erin O'Callaghan commented,
We've added a new recipe that helps you understand how agents are spending their time: Reporting on agent state
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Erin O'Callaghan created an article,
Explore recipe: Reporting on agent state
In this recipe, you’ll learn how to report on agent status. This helps you understand how your agents are spending their time. Tip: To see the prebuilt reports that are available for agent stat...
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Erin O'Callaghan commented,
We've added a new recipe for Support: Tickets created by group per month
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Erin O'Callaghan commented,
We've added a new recipe for Support: Tickets with public agent comments
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Erin O'Callaghan created an article,
Automatically detecting sensitive information for redaction (EAP)
Attention: This feature is currently in an open EAP. You can sign up for the EAP here. When the EAP ends, the Advanced Data Privacy and Protection add-on will be required to keep using this fea...