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Tatiana Christensen
Joined Feb 24, 2023
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Last activity Feb 14, 2025
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Latest activity by Tatiana Christensen
Tatiana Christensen commented,
Thanks for this! It's possible to extend the code to ignore the text after “best/kind regards” if long signatures are norm.
I've extended this to also work for on-hold → on-hold status.
View comment · Posted Feb 14, 2025 · Tatiana Christensen
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Tatiana Christensen commented,
Hi Gabriela, as workaround, our own signature is added by instructing the copilot to replace “Your name” with a dynamic content signature. Instruction:
<"[Your name]" after "Best regards," at the end of the reply should be replaced with {{dc.copilot_procedure_signature}}.>
View comment · Posted Jan 14, 2025 · Tatiana Christensen
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Tatiana Christensen commented,
We have a customer demand for a column showing Requester under the Organizational requests view.
View comment · Posted Dec 06, 2024 · Tatiana Christensen
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Tatiana Christensen commented,
Hi, I hope this is the right place for this question and apologies if I missed the answer in the many comments!
How do we set up this “Articles in the series” feature. Is there a recipe for that?
We'd love this feature for a stronger presentation of advanced workflows or interconnected processes under one procedure. This would for us strengthen the help center as a tool for process documentation.
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View comment · Posted Nov 11, 2024 · Tatiana Christensen
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Tatiana Christensen commented,
Hi there,
Is there any development on looking into an option to include side conversation content in the main ticket?
Suggestion 1: Maybe an option that same way that the side conversation can “pick” comments from the ticket, the main ticket that has side conversation can have an option to “pick” comments from side conversation to include in the main ticket thread as part of agent answer? If multiple side conversation, you can maybe pick which one before being taken to the “insert comment” pop-up.
Suggestion 2: If possible, also consider activate “View original email” for received email replies within the Side conversation via email conversation, so agents can at least download and attach any important side conversation replies in the main thread if needed.
Suggestion 3: Maybe consider adding an option to convert an email side conversation to a ticket, as it does happen that the side conversation “gets it's own life” in terms of parallel work that's better managed in a ticket format. Not sure what the agents should do when that happens!
Just throwing some ideas.
In a b2b context with scenarios where many stakeholders are involved in main and side conversations about a task, it's a big worry for our agents that if they have an important side conversation via email, that the conversation is “locked” within the side conversation bar. You have no chance of referencing to it to external parties that are outside of the side conversation.
I've tested adding the agent email to CC, so in that sense you can get a copy via email, but there is no chance to get it in as a ticket. All attempts to reply and forward land within the side conversation. Basically as a workaround, an agent should put themselves on CC, download the email in e.g. outloook, go back to ticket, and attach the mail? Cringe.
Happy to get any best practice/advice here in this connection!
PS: Child ticket is less critical, as you can at least print it. But the print has internal ticket info, which is not optimal to share externally. Referring back to suggestion 1, as it seems the most intuitive.
View comment · Posted Oct 22, 2024 · Tatiana Christensen
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Tatiana Christensen commented,
Hi Chika Chima , maybe in the similar way you preview an attached image with a download button if needed? Anyway, I think people will appreciate whatever way that is best supported by the Support and ticket interface!!
This is also a frustration for our agent teams to have loads of downloaded files where a simple preview would have been sufficient. It's also a mess from a document control perspective.
View comment · Edited Sep 12, 2024 · Tatiana Christensen
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Tatiana Christensen commented,
As Anton writes, yes, please, to Regex field type!
It'd be very valuable for us to capture e.g. what order no or invoice no the inquiry is about in tickets via email. It seems that it's not possible at the moment. So the regex extractor would highlight the recognized order id and there'd be an optional rule to add it to an order id custom field?
I also wonder how e.g. multiple order references in one ticket would be handled. Unsupported? In the same field with preferred separators?
For the time being, we are happy to test the existing capabilities of this functionality. Just need to identify some use cases… My initial testing suggests that the entity recognition works straight away.
View comment · Posted Aug 27, 2024 · Tatiana Christensen
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Tatiana Christensen commented,
We hesitated using side conversation via child ticket for group-to-group communication because of the email that's sent to the agent that requests the child ticket. The posted solution to suppress email notification using the “update via is not side conversation” condition didn't work for us.
After some tinkering in the sandbox, we've ended up making a custom checkbox field that would be checked whenever a ticket is created via side conversation, and then exclude the checked tickets in the “update by agent-notification trigger. (tag = no go, as it can populate to subtickets when tags are transferred and result in unintended notification prevention.) bonus: now we have a child ticket identifier for business rules & reporting.
So, our collaboration set up is Group A asking a question to Group B by creating a child ticket and set the parent ticket on-hold. Group B will see the ticket in their view and reply as they would in a regular ticket. This reopens Group A's parent ticket with the latest comment. Group A keeps full accountability for the main ticket and can solve it after internal alignment. No emailing to and from Zendesk.
Next step in chasing collaboration improvements within the ZD instance will be to experiment with child ticket related views.
Hope it's helpful!
View comment · Posted Jul 02, 2024 · Tatiana Christensen
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Tatiana Christensen commented,
For those who didn't get today's announcement, it's now possible to apply up to ten user segments to a single article!
(as for the "relatedly" note, I believe that it's already possible to build user segments based on multiple ALL/ANY user & organisation tag conditions)
View comment · Posted Jun 18, 2024 · Tatiana Christensen
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Tatiana Christensen commented,
Hi,
Is it correct to assume that if there is no macro nor help center article, no answer will be generated? In such case, agents would be able to see and update the ticket as they usually do? Or maybe there will be an “best effort” generative reply in any case?
We have separate brands for an internal knowledge base and a customer help center. How will the prioritization of help center article work, if an internal article includes handling of scenarios on a more detailed level than in a customer oriented article about the same topic?
With regards to metrics, it would also be valuable to see a share of tickets that where knowledge base & macros could not be applied, aiming to reduce the knowledge gap.
View comment · Posted May 29, 2024 · Tatiana Christensen
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