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Jorge - Leafworks
Joined Mar 09, 2022
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Last activity Feb 10, 2025
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Latest activity by Jorge - Leafworks
Jorge - Leafworks commented,
Hi!
As other customers posted in this article, I would like to know, when Zendesk is going to support the custom metrics and custom attributes in the Beta report builder. For some customers this is a core feature of the report builder and, therefore, a show stopper for the beta version. Just the sentence “Yes, we are going to support them!” would be enough for me :).
Thanks!
View comment · Posted Dec 11, 2024 · Jorge - Leafworks
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Jorge - Leafworks commented,
Hi! I am very interested in this new feature and I have actually the same question as the mfg user. Is this feature going to improve the handling of:
- Email bounces (mail could not be delivered, email address does not exist)
- OoO messages and other automatic answers
- The situation when a user sets the Zendesk Support E-Mail address on BCC
View comment · Edited Nov 04, 2024 · Jorge - Leafworks
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Jorge - Leafworks commented,
Hi Daniel,
I am also getting the problem Chris reported. The bot does not seem to have access to the articles (they are all restricted). Let me give you some details:
- All the articles of the help center are restricted to agents and admins. It's a knowledge database for agents.
- Same result if I test the bot than if I execute the same test live in the HC.
- The bot always answers with the fallback response.
- I am testing it with an agent and with an admin, they are authenticated in the system of course (Zendesk authentication). I do not think, other kind of authentication is necessary, right?
- Language is German
- Configuration is pretty basic, the customer just wants to test the generative replies.
View comment · Posted Mar 13, 2024 · Jorge - Leafworks
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Jorge - Leafworks commented,
Hi, any updates?
View comment · Posted Sep 08, 2022 · Jorge - Leafworks
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Jorge - Leafworks commented,
Hi!
Is this feature already released or is there a new release date?
Best regards,
View comment · Posted Sep 08, 2022 · Jorge - Leafworks
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Jorge - Leafworks commented,
Hi!
I think it would be much clearer for the end user if the system reported that there are side conversations that match the search criteria. I think the workflow is ok, first of all the tickets are searched and, if no information is found there, second step is side conversation. However, the fact that the number '0' is displayed in the tab 'side conversations' makes the agents think that there is no result, and they are actually not wrong :) . Therefore I would say that something like 'side conversations (!)' or something similar should be displayed in this tab if the search criteria are met.
Best regards,
View comment · Posted Aug 29, 2022 · Jorge - Leafworks
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Jorge - Leafworks commented,
Hi! I would like to get more information about the sunshine data manager (EAP) but I am not authorized to see that site. Could you please publish it or tell me how I can access to it?
Thanks in advance!
View comment · Posted May 27, 2022 · Jorge - Leafworks
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Jorge - Leafworks commented,
I would say the links of this article are broken
View comment · Posted May 08, 2022 · Jorge - Leafworks
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Jorge - Leafworks commented,
Hi,
I know the question was already asked, I just want to know if it is going to be implemented or not. We have customers that work in several languages and want to translate their macros in an easy way. We first thought to replace the content of the macro by a dc, this does not work for macros though (html content in dc for macros). We've found another solution with the markdown language, but one important drawback is that the link syntax is not supported. Therefore my question: Could you please clarify if this syntax is going to be supported?
Thanks in advance.
View comment · Edited Apr 20, 2022 · Jorge - Leafworks
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