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Matt Russell

Joined Jul 13, 2022

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Last activity Dec 17, 2024

Zendesk Luminary

Customer Service Delivery Manager @ Serko, Ltd.

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ACTIVITY OVERVIEW

Latest activity by Matt Russell

Matt Russell commented,

Community comment Feedback - Ticketing system (Support)

Looks better now, thank you Chaitali Pathak 

View comment · Posted Dec 13, 2024 · Matt Russell

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Matt Russell commented,

Community comment Feedback - Ticketing system (Support)

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,

Community commentZendesk EAP - Generative search in Help center

Hi @shawna 

 

I see #12663907 as the dupe tkt under my Activities (open for me).

View comment · Posted Nov 20, 2024 · Matt Russell

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Matt Russell commented,

Community commentZendesk EAP - Generative search in Help center

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,

CommentCustom bots and bot building documentation

What Hetal Shah said! +1

View comment · Posted Nov 19, 2024 · Matt Russell

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Matt Russell commented,

CommentAdditional ticket channels

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,

CommentTicket management

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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Matt Russell commented,

Community commentZendesk EAP - Generative search in Help center

OK thanks Tatiana.
This can be closed.

-Matt Russell
Customer Service Delivery Manager

View comment · Posted Sep 12, 2024 · Matt Russell

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Matt Russell commented,

CommentTicket automation and collaboration

Derek Nuzum this is remarkable!  Can confirm this workaround is working for us.
Thank you for sharing

View comment · Posted Sep 12, 2024 · Matt Russell

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Matt Russell commented,

CommentEnd-user guide for Help Center

Hi Tetiana

**Update 12Sep24: After waiting ~24hrs, this appears to be working now (unless there was some other micro-outage I was not aware of).  For future and for others following: do we need to wait a while for this to “kick in” after setting up the configuration as outlined below?

--------------------------------------------------------------------------------------
Orig message:
Could you help answer a query which I've seen asked by others in a few variations on this article?  It is around the prevalence of the “Rephrase your search or add more details to help AI come up with a quick answer" response to questions that I would expect the AI to generate a reply for.

We have 9 brands in my instance.
All have Quick Answers enabled in Guide Admin across all 9.0
I have just ensured that all 9 active themes we are using have 

  • version 3 of the API, and 
  • {{generative_answers}} embedded within the search_results.hbs page, and published.

All articles are “visible by everyone” (that's logged in).

2 of my 9 brands are returning expected “Quick Answer” content where as the remaining 7 are constantly throwing that “Rephrase your search” response, despite article results that appear beath that (traditional search)?

Thank you,
-Matt Russell
Customer Service Delivery Manager

View comment · Edited Sep 12, 2024 · Matt Russell

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