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David Falé

Joined Jan 20, 2022

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Last activity Feb 13, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by David Falé

David Falé created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
February 20, 2025 February 20, 2025 February 25, 2025

Zendesk is pleased to announce that redaction suggestions, which are part of the Advanced Data Privacy and Protection add-on, can now detect four additional types of personally identifiable information (PII). Redaction suggestions now also work for five additional languages.

This announcement includes the following topics:

What is changing?

Redaction suggestions can now automatically identify the following types of PII in ticket comments:

  • Date of birth
  • Driver’s license
  • IP address
  • Phone number

Additionally, redaction suggestions will work for the following languages:

  • English
  • Spanish
  • Portuguese
  • German
  • Italian
  • French

Previously, they were limited to English only.

Why is Zendesk making this change?

We’ve heard your feedback and we’re making this change to achieve a better coverage of PII detection and to improve the overall quality of detection for previously available PII types.

What do I need to do?

If you’re already using redaction suggestions, and want to take advantage of the detection of any of the new PII types, you must activate them in the redaction suggestions settings page. When you do so, redaction suggestions will automatically detect the new PII types. As for the additional supported languages, you don’t need to take any action, these will be automatically supported.

If you aren’t using redaction suggestions yet, see Automatically detecting sensitive information for redaction for more information.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Feb 18, 2025 · David Falé

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David Falé created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
October 15, 2024 October 29, 2024 October 30, 2024

Zendesk is pleased to announce that suggested macros are now supported in subsequent ticket comments, rather than only the first ticket comment.

This announcement includes the following topics:

What's changing?

Agents can now see suggested macros across the whole ticket lifecycle, instead of only for the first ticket comment. This means that, if applicable macros are detected, these will be suggested even after the first agent reply.

With this improvement, we are also lowering our eligibility thresholds, allowing many more customers to make use of suggested macros.

Why is Zendesk making this change?

We’re making this change so that suggested macros can become useful throughout the whole ticket lifecycle, promoting more aligned responses and a lower ticket handle time.

What do I need to do?

If you’re already using suggested macros, you don’t need to take any action. Suggested macros are now available on subsequent comments.

If you aren’t yet using suggested macros, see Turning on suggested macros to check whether your account is eligible for suggested macros and turn the feature on.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Oct 29, 2024 · David Falé

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David Falé created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
September 2, 2024 September 2, 2024 September 5, 2024

Zendesk is pleased to announce that PII redaction suggestions are now available for customers in the Advanced Data Privacy and Protection add-on.

This announcement answers the following questions:

What’s changing?

Zendesk administrators can now select a set of pre-defined Personally Identifiable Information (PII) types that will be detected and highlighted for redaction in Agent Workspace.

The selected PII types can be automatically highlighted within the redaction editor, or directly on the Agent Workspace convolog, depending on the administrator's preference.

This feature is similar to the ticket redaction feature. However, redaction suggestions proactively identify PII rather than rely on the agent to identify PII that needs to be redacted.

Why is Zendesk making this change?

We're making this change so that you can achieve a more consistent redaction of PII in your account. This feature decreases the amount of time agents have to spend reading through tickets and identifying PII for redaction.

This change also paves the way for future features that will allow you to add automation to PII redaction.

What do I need to do?

If you have our Advanced Data Privacy and Protection add-on, you can configure redaction suggestions in Admin Center. See Automatically detecting sensitive information for redaction.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Sep 03, 2024 · David Falé

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David Falé created a post,

PostZendesk EAP - Entity detection

We invite you to share any feedback related to functionality or bug reports within the community topic Zendesk EAP - Entity detection.

This is an EAP feature and therefore there may be some bugs. When you describe a bug, please provide steps to replicate the problem you are experiencing. Doing so will help us identify and resolve the issue.

Posted Jul 11, 2024 · David Falé

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David Falé created a post,

PostZendesk EAP - Entity detection

Sign up now

You can sign up for the EAP here.

We have enabled the feature for the first participants in the week of July 8, 2024.

 

We would love your feedback!

This is an Early Access Program and we expect that there may be some bugs in the system. We'd appreciate any feedback and reproduction steps if you run into unexpected issues.

Please use our community topic for more details on how to leave feedback.

Posted Jul 11, 2024 · David Falé

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David Falé created a post,

PostZendesk EAP - Entity detection

The entity detection feature allows you to define and detect unique information in tickets and messaging conversations. You can then use that information to populate associated custom ticket fields and power automated workflows and reports.


Entity detection is similar to intelligent triage in that it allows you to automate workflows based on information automatically detected within customer requests.

 

The way it works

When you create an entity custom field, the system adds that field to your tickets. The field is populated via ticket updates based on the entity value detected in the ticket. 

 

When the field is populated, a tag is also automatically added to the ticket to help you build triggers, automations, and reporting. These tags reflect the entity values you configure.

 

For more information see 


Want to sign up or for the EAP?

You can sign up for the EAP here: Zendesk AI Early Access Programs 
 

We would love your feedback!

This is an Early Access Program and we expect that there may be some bugs in the system. We'd appreciate any feedback and reproduction steps if you run into unexpected issues.

Please use our community topic to leave your feedback.

We are looking forward to it!

Posted Jul 11, 2024 · David Falé

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David Falé commented,

CommentTicket automation and collaboration

Hi Pete Holborow

It doesn't learn directly from agent feedback at the moment, but the model keeps evolving indirectly through our regular updates.

This means that any intent changes will only be reflected in your internal reporting. We are working to track these changes and learn from them in the first half of 2024.

View comment · Posted Sep 21, 2023 · David Falé

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David Falé commented,

CommentTicket automation and collaboration

Hi Oliver,

We are only supporting Retail and Ecommerce industries (B2C) for the time being. You can check the industry-related requirements here. These are the same for both Intelligent triage and Smart assist.

We will be adding more industries during the coming year and will notify you once your industry is supported.

View comment · Posted Nov 09, 2022 · David Falé

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David Falé commented,

CommentTicket automation and collaboration

Hi Sos Abazyan!

Yes, you can change the intent field values but be careful not to subvert the meaning of the intent. Please note that the underlying intent tag will always remain with its original name.

At the moment we also do not allow you to create new intents, but this is something we are planning to support in the future.

View comment · Edited Aug 09, 2022 · David Falé

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