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Victoria Thrash

Joined Jan 05, 2022

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Last activity Mar 25, 2024

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ACTIVITY OVERVIEW

Latest activity by Victoria Thrash

Victoria Thrash commented,

Community comment Discussion - Tips and best practices from the community

Molly Exten did you find a fix that worked for you?

View comment · Posted Mar 25, 2024 · Victoria Thrash

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Victoria Thrash commented,

CommentTriggers and automations

@... the issue is that triggers only work when there is a ticket. we need to be able to update users regardless if there is a ticket. 

View comment · Posted Mar 25, 2024 · Victoria Thrash

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Victoria Thrash created a post,

Post Q&A - Users, groups, and organizations

Hi There! Our organizations have a text field that indicates who their reseller partner is. I would like that organization field to drive automatic updates to end user fields. Example below:

- Organization partner field contains the text "reseller A"

-When organization partner field contains "reseller A", the user picklist field should be set to "reseller A" which then tags the user so I can segment their guide content. 

Posted Mar 20, 2024 · Victoria Thrash

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Victoria Thrash created a post,

PostZendesk AI EAP - Generative AI

Hi There, 

 

I am having trouble finding out how many messages our conversational bot's generative AI responses was successfully able to resolve without triaging to a support agent. Is there a way to do this?

Posted Jan 22, 2024 · Victoria Thrash

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Victoria Thrash created a post,

Post Q&A - AI and automation

Anyone have a chatGPT tool that can leverage private knowledge bases? So far my research only yields app that can use public knowledge. 

Posted Jul 19, 2023 · Victoria Thrash

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Victoria Thrash commented,

CommentJira integration

We too are having issues here. This has been working seamlessly for a long time but recently has stopped working or is inconsistent. 

View comment · Posted May 12, 2023 · Victoria Thrash

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Victoria Thrash created a post,

Post Feedback - Chat and Messaging (Chat)

When our agents would like to route a chat to another agent, they are prompted the chat will be ended by taking this action. Why is that and how do we work around it?

Posted Apr 11, 2022 · Victoria Thrash

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Victoria Thrash commented,

Community comment Q&A - Objects, workspaces, and rules

Thank you! I will dive into this soon and see if I can make it work. I did originally intend to use the original ticket that came in from the support desk, but we can create a subsequent ticket if it will make it work. Again, thanks for the input. I will let you know if it works!

View comment · Posted Jan 06, 2022 · Victoria Thrash

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Victoria Thrash created a post,

Post Q&A - Objects, workspaces, and rules
 
I'd like to setup an SLA that applies to faulty equipment and the time in which a replacement device ships (called an RMA). So if we determine an RMA is required, we have 24 business hours to ship a new device. We often ship within the same day. I would like to structure an SLA around:
1- if it is monday to friday and an RMA is detected before 12pm CST, the device should be shipped same day.
2- If it is after 12pm or on weekend, a device should be shipped the next business day.

Posted Jan 05, 2022 · Victoria Thrash

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