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Emily Hillerman's Avatar

Emily Hillerman

Joined Oct 16, 2021

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Last activity Oct 16, 2024

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ACTIVITY OVERVIEW

Latest activity by Emily Hillerman

Emily Hillerman commented,

CommentTeam members and groups

How can we allow view only access to tickets in a private group to those not in that group? When I adjust the custom role to allow them access to all tickets, including those within private groups, it gives those outside that private group the ability to edit those tickets which defeats the purpose of “private.”

View comment · Posted Oct 16, 2024 · Emily Hillerman

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Emily Hillerman commented,

CommentEnd-user guide for Help Center

Are there any recommendations on beefing up the knowledge base to enhance the generative answer reliability?  For instance, is it better to add more labels wherever possible?

View comment · Posted May 06, 2024 · Emily Hillerman

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Emily Hillerman commented,

CommentEnd-user guide for Help Center
  • Quality of your knowledge base - Because generative answers are based on your help center and external content, the quality of the quick answer depends on the quality of your knowledge base.

 

What external content is generative answers pulling from?  Are there any suggestions for the help desk content to improve the accuracy or the ability for generative answers to find the right data to create the answer?

View comment · Posted May 06, 2024 · Emily Hillerman

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Emily Hillerman commented,

CommentRouting

Barry Neary Thank you for that update.  You state “the plan.”  Is this a change that will be coming out later? If so, approximately when do we expect that feature to be available?

View comment · Posted May 01, 2024 · Emily Hillerman

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Emily Hillerman commented,

CommentRouting

How will omni-channel routing work with Tymeshift scheduling?  I have Tymeshift setup to assign agents to different workflows based on forecasted volume.  Will omni-channel pay attention to the Tymeshift scheduling and only assign them tickets within whatever workflow they are assigned at the time?  I wouldn't want someone currently on the schedule to work emails or to work on outside of Zendesk tasks to have a phone call ring in, for example.

View comment · Posted Apr 30, 2024 · Emily Hillerman

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Emily Hillerman commented,

CommentGlobal security and user access

Is there any plan to allow for any exceptions?  We would like to delete all tickets after a certain time frame, with an exception of certain model numbers which we have setup as a customer field in our Zendesk forms.  

View comment · Posted Nov 06, 2023 · Emily Hillerman

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Emily Hillerman commented,

CommentTicket automation and collaboration

Will there be any plans for the tickets to automatically generate a summary once they are closed that can be pulled from explore?  When we are reviewing potential issues and problems, having a summarization of each ticket would be very valuable as opposed to having someone manually review all tickets matching certain criteria. 

View comment · Posted Jun 08, 2023 · Emily Hillerman

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Emily Hillerman commented,

CommentSetting up and using Text

I've not tried it, but I think this might work.

 

1. Ensure that Zendesk is creating a ticket for every abandoned call. 

2. Have a way to identify that abandoned call (we use a generic "Abandoned Call" call type and then add a tag based on where in the process the call was abandoned.

3. Create a trigger that looks for call type= abandoned call; Within business hours = No, then under actions, send a text to the requester.

 

Now, the customer would not have verified their phone #, so it's possible the number they are calling from is not one that can receive texts, in which case the text will fail.

View comment · Posted Apr 22, 2023 · Emily Hillerman

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Emily Hillerman commented,

CommentHow to manage the help center

Is it possible to have one help center linked to multiple websites?  For instance, if I want it on the brand specific website, as well as on the parent company website. 

View comment · Posted Feb 20, 2023 · Emily Hillerman

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Emily Hillerman commented,

CommentSetting up and using Text

Oh my goodness - of course that is correct. I'm not sure what I was thinking. The trigger is active and working as it should. Thank you.

View comment · Posted Jan 05, 2023 · Emily Hillerman

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