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Tim M

Joined Oct 20, 2022

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Last activity Oct 15, 2024

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ACTIVITY OVERVIEW

Latest activity by Tim M

Tim M commented,

Community comment Feedback - Ticketing system (Support)

I second this request. Having the ability to break it down to the hour for a custom date field and be able to use them in automations similar to the Due Date system field would benefit a more precise time of automations and dates. 

View comment · Posted Sep 10, 2024 · Tim M

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Tim M created a post,

PostZendesk AI EAP - Generative AI

In a perfect scenario if we presented a product or could determine the product based where the conversation starts and then when the customer types in their question the generative AI reply only pulls from those products articles presenting the solution if available. Currently there is a limitation for any kind of pre-guided generative reply's. 

Posted Apr 12, 2024 · Tim M

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Tim M created a post,

PostZendesk AI EAP - Generative AI

Currently I see a limitation with using the generate a reply for articles in messaging. When an article is offered to a customer and presents the “Was this helpful?” question, we currently do not have a way to report on this. We have done thorough testing in our sandbox and do not see any of the responses being recorded in any reports in explore. We would like the ability to report on the accuracy of the articles being suggested from our help center and currently are limited on this report. 

Posted Apr 01, 2024 · Tim M

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Tim M commented,

Comment[ARCHIVE] Documentation

Does autoreplies for emails read the subject AND description or just the subject? 

View comment · Posted Mar 28, 2024 · Tim M

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Tim M commented,

CommentRouting

Barry Neary

That is exactly it. we set it to 1 second, but unless an agent makes a change after the skills drop for the ticket to get assigned is the issue. 

We also tested with the only agent being assigned the skill and 2 other agents without the skill being online and the ticket sits until an agent makes a change. 

The goal would be when the ticket is created and it has a skill, if it checks and 0 agents online with the skill, the ticket would automatically assign to any agent. Then if the agent with the skill is online and is at capacity, the skills automatically drop and assigns to the next available agent without agent interactions required currently with skills being dropped. 

Another suggestion, when the skill drops, can there be an event in the event log, maybe when it drops the skill, the skill is completely removed from the ticket, or a tag goes into the tags field of something like "skills_dropped"

View comment · Posted Mar 04, 2024 · Tim M

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Tim M commented,

CommentRouting

Skills timeout for messaging needs more work. It should evaluate if there is anyone online with the skill and if not automatically drop the skill before even using omnichannel to assign to an agent. 

View comment · Posted Mar 01, 2024 · Tim M

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Tim M commented,

CommentSetting up and managing community

Question here, 

Under the topic, editing only shows 2 options. Admins and Agents and Admins. Is there any plan to have the ability to add Moderators, or those that fall under user segments to be able to manage the posts?

View comment · Posted Feb 28, 2024 · Tim M

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Tim M commented,

CommentZendesk messaging

I would like to know why they're available in both of our sandboxes, but not in our production instance. Can someone please explain this since the rollout has been completed according to this article?

View comment · Posted Feb 02, 2024 · Tim M

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Tim M commented,

CommentZendesk messaging

The rollout appears to have been completed. Is there a reason our account does not have the messaging triggers options in the admin center?

View comment · Posted Oct 26, 2023 · Tim M

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Tim M commented,

Community comment Feedback - Chat and Messaging (Chat)

This appears in the messaging dataset as of 10/19. This was discovered while building reports in explore. Shawna James Can you confirm that this is released to all pods for explore? 

View comment · Posted Oct 23, 2023 · Tim M

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