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Freyja

Joined Feb 24, 2022

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Last activity Aug 24, 2023

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ACTIVITY OVERVIEW

Latest activity by Freyja

Freyja commented,

CommentWorking with articles in the knowledge base

Hello, I have a question regarding formatting tables. Every time I create a table (new table or copy and paste from another doc) the format change completely when I publish the article. I understand that is normal for the way the editor has been conceived and I understand there is a way to add a defining code on the css theme (not supported by Zendesk). But my question is: how can I avoid this? I have recently created a table on a doc and it's impossible to keep the same format between cells even I used the same parameters. How can I create a table that is "stable"? Thanks

View comment · Posted Aug 24, 2023 · Freyja

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Freyja commented,

CommentBuilding reports

Hello, I have a question regarding the metric agent_transfer_completed. Is this related only to live chat? Because we don't have live chat but only the option to contact us by opening a ticket via mail. We would like to track the tickets coming from the chatbot only to measure his performance since it has been launched just yesterday. Is it possible? If yes, which is the best way to track them? Thanks

View comment · Posted Aug 17, 2023 · Freyja

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Freyja commented,

CommentAccounts and billing

Hello! Is there a way to export your work from Sandbox to, for example, a .csv file? 

I' m asking because I'm setting the new bots using the flow builder and it would be nice to share it with my colleagues without providing them with my login data. 

Thanks!

View comment · Posted Mar 16, 2023 · Freyja

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Freyja commented,

CommentUsing legacy AI agent functionality

Hello, 

I have a question regarding the reports. 

Is it possible to analyze  "revisiting %" ?

What we would like to track is users who start using our widget, file a ticket and go back to the widget to solve the problem.  Is there a way to have a look at this? Many thanks!

View comment · Posted Dec 08, 2022 · Freyja

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Freyja commented,

CommentUsing legacy AI agent functionality

Hello! I want to activate Flow builder for our widget but I have few questions:

1) What happens if the user asks for something that is not pertinent? So in the case the bot is not trained. Does the boot provide random information (for example, a random bunch of articles that are the closest to the request) or say that it cannot find the answer? Is there a way to personalize eventually the "not found" message? 

2) Is it possible to "auto-populate" the user request? So, when the user starts to write he can see already the possible options. 

3) Is it possible to configure it in the way that it already provides some options to the user based on the page the widget is? For example, the widget is on the Order&Checkout page. The user opens the widget and there is a message saying "How can we help you today?" and he already sees some options - order is blocked, payment is not working, I want to cancel an item, etc...

Many thanks as usual!

 

View comment · Posted Nov 14, 2022 · Freyja

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Freyja commented,

CommentZendesk messaging

Hello! We want to activate Messaging to implement Flow builder in our actual widget. We don't want to activate Chat Live (not necessary at the moment). Can we activate messaging without the Chat? Thanks!

 

View comment · Posted Nov 10, 2022 · Freyja

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Freyja commented,

CommentTicket basics

Hello! We want to activate AW but we have some concerns: 

1) How long does take the activation? I know that it's gonna require a while but I would hear from some other users. Are we speaking about minutes? Hours? We cannot shut down the service for a long time. 

2) Is there the possibility of loose some data during the migration? With Data I mean tickets, conversations, settings, and configurations (like the ticket form we use) 

3) If we don't find it useful or we want to go back to our previous workspace, is still possible? If yes, are we gonna lose some data (as above)? 

Thank you! 

 

View comment · Posted Nov 10, 2022 · Freyja

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Freyja created a post,

Post Q&A - AI and automation

Hello, 

We are using a classic Chatbot in our web site but it's not present in all pages.

How is possible to customize it so it will be present in every page? I dind't find any option. Is this something that we need to implement in the code of the template we are using or is there an option for that? 

examples :

not present https://www.discogs.com/genre/electronic?ev=em_ep 

present https://support.discogs.com/hc/en-us 

Also, I have another question : I want to integrate a support link to chatbot so users will be able to open a ticket directly from there. I would like to put chatbot in a specific page of the web site and customize tickets based on this specific section of the web site so tickets will be opened already classified as requested. 

For example : I'm gonna put the chatbot in the Available Products List page so if a user open a ticket, it will gonna be already redirect to Available Products List queue and categorised with the tags related. 

Thank you! 

Posted Jun 03, 2022 · Freyja

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Freyja created a post,

Post Q&A - Help center and community

Hello! I would like to implement a survey for users that visit our help center after a negative vote and this is requested from many others Zendesk users. 

I found a good option here https://support.zendesk.com/hc/en-us/community/posts/4409506755866-Request-feedback-after-negative-article-vote

Does anyone tried it? I have few questions about it and I need help! 

My concerns here are 

  1. Where the feedback generated with the workaround code for the not useful votes will go (special que, …).
  2. this will code applied to all articles in the database? can I just test it with one? 

Posted May 27, 2022 · Freyja

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Freyja commented,

Community comment Discussion - Tips and best practices from the community

Hey! Amazing workaround thanks!! This will help me a lot! 

I have a question : Where the feedback generated with the workaround code for the not useful votes will go? Are thy going to a special que? 

I would like to implement this code but I need to be sure about the address of the feedback because I don't want to mess around with actual ticket system we are using. I guess is possible to customize the tickets using specific tags and redirect them to a specific que but we don't want receive these feedback in the general support que. 

Also, If I used this code it's gonna reflect in all articles we have in our help center right? 

Thank you!

Best, 

 

 

View comment · Posted May 19, 2022 · Freyja

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