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Michael

Joined Apr 08, 2022

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Last activity Feb 07, 2025

Zendesk LuminaryUser Group Leader

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ACTIVITY OVERVIEW

Latest activity by Michael

Michael commented,

Community commentZendesk EAP - Sandbox Configuration Management

Its Day 1 for me looking into this new Sandbox Configuration EAP. I like what I see so far. 

 

A couple of comments. 

 

1. It allows you the see the JSON associated with Macros, Views, etc. Very helpful if you want to use with APIs and you might not know how to write the body. Also good for making backups.

 

2. Reading the configuration for the first time took more then 20 seconds. I am sure it will get better over time.

 

3. The different “sections” are well laid out and seem logical. When this is GA, it would be great to have a Reference guide like they have for triggers and search so you understand the impact of each area.

 

4. The search and filter by environment is helpful. 

 

Looking forward to the next phases!

 

View comment · Posted Jan 21, 2025 · Michael

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Michael commented,

Community commentZendesk EAP - Entity detection

David Falé - Is there any update on the future of this product and EAP?

View comment · Posted Jan 06, 2025 · Michael

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Michael commented,

Community commentZendesk EAP - Zendesk Sandbox for Data Masking

Ewa Korzeniewska - I was unable to sign-up, permissions on the form need to be adjusted

View comment · Posted Oct 22, 2024 · Michael

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Michael commented,

Community comment Feedback - Ticketing system (Support)

I think this is great feature to have and would likely need to be handled with a custom application. 

 

I have looked into a product called OpenMethod that could handle it, and many more UI based use cases.

View comment · Posted Jul 19, 2024 · Michael

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Michael created a post,

PostZendesk EAP - Entity detection

Does this feature allow now or in the future to detect dynamic data? For example, can I setup dection for an order number, account number, address, etc?

Posted Jul 16, 2024 · Michael

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Michael created a post,

Post User Groups

Thanks to everyone who joined us as we learned about our Zendesk neighborhood. 

 

Thanks to 1263082280849, 1264965377090, and 1263082121109 for educating us on how the community works, the programs and events they provide.

 

If you weren't able to join us live, you can watch the video recording here: https://usergroups.zendesk.com/events/details/zendesk-administrator-user-group-presents-admin-user-group-meetup-june-2024/cohost-administrator-user-group

 

Let's continue the conversation here, what Community programs do you find the most valuable?

Posted Jul 15, 2024 · Michael

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Michael created a post,

Post User Groups

Thanks to everyone who join us for our May 24 Meetup. It was great seeing so many people as we got to talk with Zendesk's 1263082190929 .  We broke down some of the announcements from Relate, had some fun, and broke some myths.

 

If you weren't able to make the meeting live, check out our recording and continue to the conversation in this thread. 

 

https://usergroups.zendesk.com/events/details/zendesk-administrator-user-group-presents-admin-user-group-meetup-may-2024/

 

Posted Jul 15, 2024 · Michael

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Michael created a post,

PostZendesk Support EAP - Suggested Replies

Could we get some feedback from Zendesk on the direction and next steps for Suggested Replies?

We implemented a tagging system via macros for agents to report on if a Suggested Reply was helpful. Most of our data has shown the suggestions have not been helpful or even have a suggestion. This is likely due to a lot of our replies not coming from macros, but our kb. (Also, our reporting is limited to humans remembering to run a macro.)

Knowing directionally where this feature is heading would help us determine if this could help our operation and continue in the EAP.

Edited Jul 10, 2024 · Michael

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Michael commented,

CommentMore integrations

I was able to get this new connector setup with my Sandbox. It doesn't look like it supports OAuth yet?

 

https://learn.microsoft.com/en-us/power-query/connectors/zendesk-data

 

How can we get more info about the plans for this?

View comment · Posted Jul 08, 2024 · Michael

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Michael created a post,

Post Discussion - Artificial Intelligence

I am using the out of the box Zendesk AI Agent (Chatbot, Flow Builder) with the GenAI enabled. Its having trouble handling an initial question of just “Hi” or “Hello”, “Good Morning”. It responds as if it need clarification. Do I need to setup my own intents for that type of chatter?

 

What's the best way to deal with this type of chit-chat? My last solution included this as part of its “library”. 

Posted May 28, 2024 · Michael

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