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Jeremy Mifsud

Joined Oct 16, 2021

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Last activity Sep 27, 2024

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ACTIVITY OVERVIEW

Latest activity by Jeremy Mifsud

Jeremy Mifsud commented,

Community comment Feedback - Zendesk AI and automation

After contacting support, it looks like tickets that are deleted or marked as spam are also being counted as automated resolutions?

The support team is unable to clearly tell us where our usage is being used. The web-widget bot stores no contextual data and no report/metrics for the amount used by 'deleted tickets', which in my opinion, should not be charged in the first place. 

As others may have pointed out, automated resolution after 72 hours is too-harsh, e.g. we don't operate on weekends. That forces us to give a response in 1 business day, and that is assuming there aren't bank holidays before/after weekend. 

View comment · Posted Sep 27, 2024 · Jeremy Mifsud

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Jeremy Mifsud commented,

Community comment Feedback - Zendesk AI and automation

Currently, I'm using the Classic Web Widget. There's no information to see where my automated resolutions are coming from to even see if this is worth. In effect, you are charging us $2 for our users to search something through our Help Centre through the web widget. 

View comment · Posted May 27, 2024 · Jeremy Mifsud

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Jeremy Mifsud commented,

Community comment Feedback - Ticketing system (Support)

Thanks Scott for the update! Will be looking forward to these enhancements!

View comment · Posted Dec 22, 2023 · Jeremy Mifsud

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Jeremy Mifsud commented,

Community comment Discussion - Tips and best practices from the community

Hi Chandra, Oh that's interesting?
So to confirm, if a ticket goes to -5 minutes (for example), and an internal note update is done to remove SLA, then a public reply, will no longer constitute as a breach?

View comment · Posted Dec 18, 2023 · Jeremy Mifsud

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Jeremy Mifsud commented,

Community comment Feedback - Ticketing system (Support)

2023 is almost over, and this functionality "planned for H1 2023" has received no further updates.

It's really as simple as adding a Next Reply Time SLA that does not trigger when the ticket is either "pending" or "on-hold". Would love an update on this

View comment · Posted Dec 17, 2023 · Jeremy Mifsud

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Jeremy Mifsud commented,

Community comment Discussion - Tips and best practices from the community

I have tried this however this still creates on difficulty:

If we set something to on-hold and "pause", if an end-user follows-up, the Next Reply is due in 0 minutes and that is not feasible. The SLA still breaches.

View comment · Posted Dec 17, 2023 · Jeremy Mifsud

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Jeremy Mifsud commented,

CommentCustomer management and profiles

I understand that the ability to create users is intentionally restricted, however this seems like a poor design.

My agents can, from their email e.g. agent@company.com send an email to a new client and cc support@company.com, and the user will be automatically created.

Agents can also access and create tickets to users created outside their groups (and in other brands).

If Zendesk can explain a practical reason why these are limited, I would appreciate it. It feels like a ploy for Zendesk to get more teams to upgrade to Enterprise, which is not feasible for an essential feature that should be included in all plans. 

View comment · Posted Aug 19, 2023 · Jeremy Mifsud

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Jeremy Mifsud commented,

Community comment Q&A - AI and automation

Thanks Paolo.

I will have to use a single bot then; will need to figure out how to use conditional statements so that some intents function differently based on the user's country (product).

View comment · Posted Aug 16, 2023 · Jeremy Mifsud

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Jeremy Mifsud created a post,

Post Q&A - AI and automation

I want to switch from live chat to messaging and use conversational bots, but struggling with some information on how to set things up (even after spending hours reading articles).

I see that I can set up multiple conversational bots, however can find 0 information about how to trigger which bot and where.

For example, would I be able to set so that one bot is used on our website, and a different bot to be used in our Help Centre? Or two different bots whether someone is logged in (in-app) or not logged in (e.g. on pricing page)?

Any information is appreciated!

Posted Aug 14, 2023 · Jeremy Mifsud

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Jeremy Mifsud commented,

CommentRouting

If I understand correctly, re-assignment of messages it not available for Growth plans?

E.g. if an Agent has 2 messages and disconnects, the message will not be re-assigned? Or can they still be re-assigned manually / through custom triggers?

View comment · Posted Aug 14, 2023 · Jeremy Mifsud

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