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Elina

Joined Jun 26, 2023

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Last activity Feb 05, 2025

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ACTIVITY OVERVIEW

Latest activity by Elina

Elina commented,

CommentCreating dashboards

Hi, thank you for the article! Will the Copy Paste of the Time filter also be available in Explore Beta? Is there a way we can have one Time Filter across multiple tabs? Thank you in advance

View comment · Posted Nov 18, 2024 · Elina

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Elina commented,

CommentService Level Agreements (SLA), macros, and CSAT

Hello:) Is there any trigger we can set for tickets with private comments to show an SLA badge? We sometimes get Follow-Up Tickets from customers answering to already closed tickets. We receive these tickets as private comments. When I look at the events of the ticket, I can see that the ticket was assigned a priority, however the SLA Badge is not showing, resulting in the ticket not beeing answered in time. Thank you very much for your help!

View comment · Posted Jul 23, 2024 · Elina

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Elina commented,

Community comment Feedback - Zendesk AI and automation

We had the AI Addon before and were truly happy with the solution. However we now cancelled the Addon since the main reason for us to get it in the first place, was the generative bot. We understand that AI technology will cost everyone more, but now with the changes and the new pricing, our costs will at least increase by more than 150% and we will receive less features! You as well must see, that this is just not acceptable practise! Could you please let us know where precisely in our contract or the Main Services Agreement such a steep price increase is stipulated? We have been customers for more than 7 years now, and have been very happy with Zendesk and the development , but we simply cannot and will not accept such an increase! 

View comment · Posted Jun 06, 2024 · Elina

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Elina commented,

CommentSetting up Talk

Hello, we have an IVR and in our Greeting Message we offer the option 1 - to be directed to our German IVR and 2 - to be directed to our english IVR. We only want to have the callback option, when customers are waiting on hold in a queue. If I am understanding this article correctly, this is not possible right? Would we have to add the call back information in our first greeting and say press 1-for the German IVR 2- for the option of a callback (only in the case that we are not available) and 3 - for the english IVR? Thank you very much!

View comment · Posted May 10, 2024 · Elina

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Elina commented,

CommentAI agent basics

I agree with A A ! I have just checked our current “resolved” chats, where customers were not transferred to an agent, but did not answer the "YES or NO is issue resolved" question. Most of them were indeed not resolved and customers contacted us again via a different channel or started a new chat. Do I understand it correctly, that those unresolved chats will count as resolved? 

View comment · Posted Apr 19, 2024 · Elina

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Elina commented,

CommentSEO and help center search

Hey @Ivan, thank you for the linked article. Unfortunitelly this is an outdated solution. Google does not allow this anymore.

View comment · Posted Mar 28, 2024 · Elina

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Elina commented,

CommentUsing legacy AI agent functionality

When Dutch customers use the Bot the "Was this helpful?" question, after a generated answer and article recommendation of the Bot is translated to "Wat is dit slattering?". Translated in English this is "Is this slutty?". We had a few Dutch customers complain about this "vulgar language" now. :( Could you fix this? It is the generated question, nothing we wrote in a flow, that is translated incorrectly.

View comment · Posted Mar 26, 2024 · Elina

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Elina commented,

CommentSEO and help center search

Is there a way/code to only exclude specific categories of the help center? Thank you very much! 

View comment · Posted Mar 15, 2024 · Elina

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Elina commented,

CommentSEO and help center search

If this is not possible, is there a way to exclude specific categories? 

View comment · Posted Mar 15, 2024 · Elina

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Elina commented,

Community commentZendesk AI EAP - Generative AI

Hey Susanne, of course. :) We changed our Bot´s Persona to "playful". After that, all the conversation in German was with the "Du". Unfortunitelly the translations in for example French or Dutch are still formal, which is a shame. :(
And our playful Bot is sometimes a bit too playful and says things like "Das hab ich nicht kapiert! Sorry!", which is not too nice. The translation in other languages is also problamatic sometimes. The typical "Was this helpful?" after a generative FAQ Answer becomes "Wat is dit sletterig?" in Dutch, which means "Was ist das für eine Schlamperei?" / "what is this slutty?" . So we were able to solve the "Du"/"Sie" Dilemma, but are still working on other. If I find a solution for those, I will update you. :) 

View comment · Posted Feb 29, 2024 · Elina

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