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Micheál McArdle's Avatar

Micheál McArdle

Joined Feb 17, 2022

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Last activity Oct 08, 2024

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ACTIVITY OVERVIEW

Latest activity by Micheál McArdle

Micheál McArdle commented,

Community comment Feedback - Zendesk AI and automation

Daniel Aron We now have both human agents and AI agents in Zendesk. When coaching and providing feedback to human agents, I can easily review their tickets to ensure their performance is on track. Additionally, I have access to numerous data points to measure human agent performance.

However, there are significant limitations to AI agents. I cannot view any resolutions or conversations for the first 72 hours. After that, I can only review resolved conversations one by one, and these are only visible for a rolling 30-day window. Unlike human agents, I cannot pull any performance data for AI agents. If I find an issue with how an AI agent responds, such as a bug, the support team always refers me to a help article without offering meaningful assistance.

The configuration of AI agents is also confusing. You can set up 'Answers,' which, when implemented, bypasses any AI interactions entirely, guiding users through predetermined text and options. Additionally, I cannot create custom intents. The out-of-the-box intents are irrelevant to our industry and product, and there's no option to turn them off or customise them to better fit our needs.

The current bug with the chatbot should be classified as a P1. It was identified weeks ago and still hasn’t been resolved. The issue occurs when the chatbot fails to generate an answer from a user query on the first attempt. However, when the same query is copied and pasted into the chat again, the chatbot successfully generates a response — but only on the second attempt.

Overall, I am very disappointed with this rollout. It falls far short of the capabilities offered by other AI chatbot services. I have very limited control over the chatbot configuration, and when issues arise, Zendesk support is unhelpful.

View comment · Edited Sep 26, 2024 · Micheál McArdle

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Micheál McArdle commented,

CommentService Level Agreements (SLA), macros, and CSAT

I see this as a Zendesk issue. If expanders are as commonly used as stated in this article, Zendesk should, by default, have a more robust satisfaction system to address this. 

Additionally, the inability to remove or delete surveys is extremely frustrating when trying to handle these ‘fake surveys’.

View comment · Posted Sep 19, 2024 · Micheál McArdle

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Micheál McArdle commented,

CommentUsing AI agents for messaging

Dear ZenDesk Team,

I’ve contacted your support team regarding a persistent issue, but unfortunately, their response has been less than helpful.

The problem I’m facing is that the number of automated resolutions continues to increase throughout the day. However, when I try to view these resolutions, the most recent one I can access is from four days ago. Despite the growing count, I cannot see the latest resolutions. My interactions with your support team have primarily resulted in generic links to the help centre, and it feels like my concerns are not being taken seriously.

I would greatly appreciate it if this issue could be addressed with the attention it deserves.

View comment · Posted Aug 30, 2024 · Micheál McArdle

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Micheál McArdle commented,

Community comment Feedback - Zendesk AI and automation

Thank you for creating this, Reshma. 

 

I wanted to share some feedback: it would be great if visibility into automated resolutions could be a standard feature rather than a suggestion. We’re paying for the number of automated resolutions, so it’s surprising that we can’t view them. 

 

It’s a bit like if your phone company charged you for calls but didn’t show you a record of them—it would seem quite unusual.

View comment · Posted Aug 30, 2024 · Micheál McArdle

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Micheál McArdle commented,

Community comment Feedback - Ticketing system (Support)

Growing increasingly frustrated with the lack of basic functionality with ZenDesk. If developing a CSAT programme, a basic requirement should be to allow admins to review and delete. It's like developing a car with no steering wheel.

Almost every other 3rd party provider of CSATs has this function. Skewing the reporting is not the answer.

View comment · Posted Jun 09, 2023 · Micheál McArdle

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Micheál McArdle commented,

Community comment Feedback - Ticketing system (Support)

Barry Neary I'm unsure as all this is only available for Enterprise plans, right?

View comment · Edited Apr 19, 2023 · Micheál McArdle

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Micheál McArdle commented,

Community comment Feedback - Ticketing system (Support)

Hi Barry Neary, thanks for the response however, this does not address my issue. ZenDesk's routing technology lacks the customization ability required to tailor ticket routing based on our business needs. Tickets routing can only be routed by; Availability, Capacity, and Priority.

No ability to route tickets based on customer value, based on tags, based on case status, and list goes on.

Again, these features should be a standard requirement for a CRM tool.

 

View comment · Posted Apr 19, 2023 · Micheál McArdle

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Micheál McArdle created a post,

Post Feedback - Ticketing system (Support)

How do I set up an automation where an agent is automatically assigned as the ticket assignee once they view a ticket?

Context:

Given ZenDesk's lack of case routing technology, support reps must manually view new tickets in the queue and manually assign the ticket to themselves. However, several problems exist with this approach:

  • The more simple & less complex tickets are 'cherry-picked' from the queue, which leaves the more complex, and often more urgent tickets, unassigned in the queue for longer (and ZenDesk has no specific reporting that is easy to extract to identify and stop this behaviour) 
  • When multiple agents view a ticket, they assume the other is dealing with it, and the ticket stays in the queue, in a new & untouched status, for longer.
  • I currently use the automation to 'assign the first responding agent as ticket assignee'; however, when multiple agents are viewing a new ticket at the same time, I've had examples where the customer received numerous responses within seconds of each other from different agents for the same query. 

Enabling automation to auto-assign the agent who views the ticket first would solve all of the above.

On a side note, I'm becoming increasingly frustrated at ZenDesk's lack of, what I deem, basic functionality as a customer support CRM software tool. The above request is only one area gap in what should be a standard setting, including the absence of any usable case routing technology.  

Posted Mar 31, 2023 · Micheál McArdle

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Micheál McArdle commented,

CommentManaging your email

Thanks for the response Fabricio but it doesn't answer what I need.  

For my screenshot below, I want to ensure all users from Test Organisation with an email domain @email.com can create tickets in ZenDesk however, I want to block one specific user from this organisation, donotreply@email.com from creating tickets. Seems ZenDesk cannot do this or am I missing something?

View comment · Posted Feb 18, 2022 · Micheál McArdle

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Micheál McArdle commented,

CommentManaging your email

+1 to Gaurav's question. I'm trying to block one specific user email address from a domain but allow all other users from that same domain to create tickets. However, I get the following message: 

Warning: The following addresses or domains cannot be blacklisted; they are whitelisted due to association with one of your Organisations: reject:donotreply@email.com

Please help!

View comment · Posted Feb 17, 2022 · Micheál McArdle

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