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Matt Russell
Joined Jul 13, 2022
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Last activity Feb 13, 2025
Customer Service Delivery Manager @ Serko, Ltd.
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Latest activity by Matt Russell
Matt Russell commented,
We recently activated Messaging (with AI capabilities) on a Brand which requires users to sign in. We have established end user authentication bridging what I understand is legacy Sunshine Conversation technology into native Zendesk.
Our users are noticing that, even with our “Forget History” option enabled (Messaging > [Brand] > Authentication) we are still seeing all history retained within each end user's chatbot window. This is not desired as not only is it quickly becoming cluttered, but end users are invertedly asking questions within existing tickets, not realizing they need to click the “←” arrow and then New Conversation.
Is there scope to bring this Forget History into this area of the product?
Thank you,
-Matt Russell
View comment · Posted Feb 04, 2025 · Matt Russell
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Matt Russell created a post,
Summary:
The “Ticket Summary” feature is great and really saves our agents time. Many of the tickets we receive come to us with a standard ticket subject line (Shared Tickets from another instance). When both looking at list of these tickets and reporting on this via Explore, the attribute “Ticket Subject” for these cases does not give us any indication of what the nature of the ticket is (whereas other webform and email tickets you can generally get an idea what the ticket is about from the subject/title alone) .
Right now, for these (and other tickets) we are going into each ticket and clicking on “Ticket Summary” to generate an AI description of that ticket. Because Ticket Summary is (currently) not a reportable attribute in Zendesk Explore, we are then taking this generated summary and copy/pasting it to a custom field on the ticket (named “AI Summary”) which we can then report on from Zendesk Explore.
If this could be
1). automatically generated and
2). a reportable attribute,
this would save us considerable manual (mindless) effort in allowing us to be able to report on this. To continue painting the picture, we then take all of these AI Summaries and further use AI (outside of Zendesk) for analysis such as “what are the top 10 themes on why people are reached out to us in the last week" say for a bulk of tickets we export for the week. This analysis can help us better address tickets that are coming in, etc.
Thank you,
-Matt Russell
Customer Service Delivery Manager
Posted Jan 23, 2025 · Matt Russell
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Matt Russell created a post,
Our Zendesk instance is part of a one-way ticket sharing agreement with another company. They are able to share tickets from their Zendesk instance into ours.
Many of their tickets that are shared with us are in a language that our staff does not speak, understand, or reply in directly.
Problem Statement: Like other email and web form-generated tickets, we'd like to have the ability to natively translate text within a Zendesk shared ticket.
Expected (where this is possible on web form tickets):
Actual (where it is not currently possible on Shared tickets):
Thank you,
-Matt Russell
Customer Service Delivery Manager
Posted Jan 23, 2025 · Matt Russell
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Matt Russell commented,
Looks better now, thank you Chaitali Pathak
View comment · Posted Dec 13, 2024 · Matt Russell
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Matt Russell commented,
I too am still getting the “You need permission This form can only be viewed by users in the owner's organization” message in Google.
Tried logged into ZD Supoort and private/incognito window.
View comment · Posted Dec 12, 2024 · Matt Russell
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Matt Russell commented,
View comment · Posted Nov 20, 2024 · Matt Russell
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Matt Russell commented,
Tatiana you may close this ticket. I still see that it appears as “Awaiting your reply” from my view but there is no reason I can see why this still needs to be active.
Thank you,
-Matt Russell
Customer Service Delivery Manager
View comment · Posted Nov 19, 2024 · Matt Russell
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Matt Russell commented,
What Hetal Shah said! +1
View comment · Posted Nov 19, 2024 · Matt Russell
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Matt Russell commented,
Hi Lisa Kelly FYI, in the first paragraph I noticed the “web messaging channels” link is broken. It’s pointing to https://support.zendesk.com/hc/en-us/articles/44088277015302
-Matt
View comment · Posted Sep 18, 2024 · Matt Russell
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Matt Russell commented,
Hello, please mark this as closed.
Thank you,
-Matt Russell
Customer Service Delivery Manager
View comment · Posted Sep 12, 2024 · Matt Russell
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