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Matty

Joined Jan 27, 2022

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Last activity Sep 21, 2022

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ACTIVITY OVERVIEW

Latest activity by Matty

Matty commented,

CommentSupporting multiple languages in Help Center

We have standard article answer bot

We have articles in English but also copies of the same articles in Italian

The problem is that when the questions and/or keywords are typed in English we have several examples that the article being presented is the Italian copy and not the English - can someone help please?

View comment · Edited Sep 20, 2022 · Matty

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Matty commented,

CommentExplore recipes

Hi Dianne Lopez

Thanks for the reply - it doesn't look like is the case.

I must admit im having huge struggles trying to build/get the reports i want for Answer Bot.

The out of box one is good but i need to drill down more and my attempts have failed.

I'd really like guidance and advice on building a report that will tell me the following on any given date:-

  • Total of how many times a question was asked by a customer
  • What question they asked
  • Was an answer offered or not
  • If answer was offered - what was that answer
  • If answer was offered did the customer rate it helpful or not

We also get an email ticket notification confirming if the answer bot has answered a question and the customer rated it helpful, however, i'd really like it to include the question that was asked and what answer they rated as helpful ie solved it.
I'd also really like for email ticket notifications to come through when the bot failed to answer or the customer stated it wasn't helpful - just find it unusual that we get a ticket email sent to us but it holds no info and is only for when the customer says the bot helped - what's the point?

I feel pretty blind when trying to report the effectiveness of our bot.  I've seen other providers which much more comprehensive out of the box reporting or much more user friendly reports to build.

Im hoping you or anyone in the zendesk answer bot universe can help me - or point me in the direction of someone that can build the reports i need and i'll pay them!

View comment · Posted Aug 16, 2022 · Matty

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Matty commented,

Community comment Q&A - Chat, messaging, and widgets

Vernelle

Thanks for taking the time to reply - ill take a look into this!

View comment · Posted Aug 03, 2022 · Matty

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Matty commented,

Community comment Q&A - Chat, messaging, and widgets

Hi Vernelle

I have a similar issue with our answer bot - is there a way you found to simply delay the get in touch button appearing?

We use answer bot for out of hours and feel that the get in touch button appears to quickly and can lead to customers to just to leave a message as opposed to trying to ask the bot a question.

We really just want to delay it appearing.

Thanks in advance!

View comment · Posted Aug 02, 2022 · Matty

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Matty commented,

CommentExplore recipes

Hi,

I have created the above report, however it only shows me examples of Answer status 'resolved'
and even when i select Answer Status and filter to unoffered - its shows nothing.

I know i have tested the answer bot with some obscure questions so we should have examples of 'unoffered'

Any ideas?

View comment · Posted Aug 02, 2022 · Matty

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Matty commented,

CommentSetting up Zendesk Chat

Ah thanks so much - no idea why i didnt spot that

View comment · Posted Jun 07, 2022 · Matty

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Matty commented,

CommentSetting up Zendesk Chat

Also my comment previously - Your instruction here - ''You can search for past chats that contain specific tags using an advanced search option in History. If you export search results, tag information is included in the CSV file''

If you have 4 pages worth of chats i want to export - how can i select them all, i check the box at the top for page 1 then when i move to page 2 it deselects page 1?

View comment · Posted Jun 06, 2022 · Matty

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Matty commented,

CommentSetting up Zendesk Chat

Hi your comment on the article here = ''More detailed analytics options for tags are planned for a future release.''

Any idea when and what - as opposed to having to csv file etc?

View comment · Posted Jun 06, 2022 · Matty

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Matty commented,

Community comment Feedback - Chat and Messaging (Chat)

Is this still not available yet? 

View comment · Posted Jan 28, 2022 · Matty

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Matty commented,

CommentSetting up Zendesk Chat

Thanks - check the box 1st to highlight all, got it!

View comment · Posted Jan 28, 2022 · Matty

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