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Dennis Scholing
Joined Nov 27, 2023
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Last activity Jan 29, 2025
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Latest activity by Dennis Scholing
Dennis Scholing created a post,
I would like to search for specific created procedures for Auto Assist. Now, with only a small amount procedures, we already have multiple pages with no ability to search on a name. We can of course sort the view based on names, but with many procedures coming in the future from multiple brands, this will be a mess without a simple search function :)
For now this will not give a big impact on the workflow, but this will be a big impact the coming weeks with more procedures to be created. Especially when you want to update a procedure, you know the name, but need to go through several pages to get there. Search function could be placed close to the ‘Create procedure’ button for example.
Edited Jan 29, 2025 · Dennis Scholing
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Dennis Scholing created a post,
I would like to have the procedures separated per brand in the Guides section rather than it being shared with all brands within the same account. This makes the job difficult for team leaders and guide managers because, when a procedure is required for multiple brands, they have to clearly indicate in the procedure which steps are for which brand.
By managing them separately per brand, adding and maintaining the procedures makes it a lot easier because the procedure in question is specific to brand X and you don't have to make the distinction in the procedure itself.
We are not yet using Auto Assist on a full scale, but now in testing we are actually already running into this problem. As mentioned, the workaround is to clearly indicate in the procedure which brand it is, but in the long term and on a large scale this is not really workable with 30+ brands on the account.
Example how we are dealing with this issue now:
Check if brand is X. If brand is X do this:
Some text here.
Check if brand is Y. If brand is Y do this:
Some text here.
The ideal situation is that the procedures are separated per brand. Just like the articles in guides.
Edited Jan 23, 2025 · Dennis Scholing
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Dennis Scholing created a post,
With the new 'Customer satisfaction' survey feature you can now give scores based on a score scale. For example 1-5. However, Explore continues to show the score as 'Good' or 'Bad'.
It would be nice if the actual given score could also be seen. For example, if I give a 4, I don't want to see 'Good', but a 4 in my report.
Posted Oct 18, 2024 · Dennis Scholing
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Dennis Scholing commented,
We can't really do anything with Messaging triggers as long as there is no condition option for:
brand is X
group is X
Additionally, conditions for tags would also be ideal.
View comment · Edited Sep 24, 2024 · Dennis Scholing
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Dennis Scholing commented,
Fully agree with "The last channel used should be the channel to which the ticket is reopened."
It's weird that every time the customer responds by email, Zendesk jumps back to Messaging. Just let us respond immediately and automatically by email if the customer has sent a response by email.
Or at least an option to enable this, that we have a choice between automatically switching to last used channel or as it is now.
View comment · Posted Nov 27, 2023 · Dennis Scholing
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