Zac commented,
I second this - we would love to see this type of insights at some level in the reporting.
Zac commented,
This is so cool! We've wanted this type of reporting for a very long time, and it's so helpful to get this kind of view of our Guide productivity.
Zac commented,
I would also prefer this. As an end consumer, I expect to receive replies to the email I sent my message from, not from a "primary" email - even if the service provider has more than one ...
Zac commented,
Thanks for asking, Ryan! We do have an Answer Bot subscription. You hit the nail on the head - it’s because an agent has already interacted with a ticket. In the case of Answer Bot, a ticket remain...
Zac commented,
Just to add a little input here - we tend to set ticket status to Pending when sending replies to a guest. This includes replies where we include an article we linked via Knowledge Capture. If the ...
Zac commented,
Sweet! Will this feature come with a special event type for self-solves, so we can detect them and fire a special trigger or automation that's different from an agent solve?
Zac commented,
Hi Matt, Did you try using the Docs Importer from this announcement to load your content into Zendesk? This should import your images as well. The reason images don't import when you copy/paste is ...
Zac created a post,
We are happy to be leveraging the new Side Conversations feature in Support. However, I have been receiving a few Side Conversations from my agent that assume context around the ticket - something ...
Zac commented,
Thanks Ricky. I had in mind situations where AB might not have attempted to serve an article, or might have served three articles that are completely irrelevant. In such a case, it would make sense...
Zac created a post,
Does the Answer Bot model take into account linking events from Knowledge Capture to tune the model / suggest new articles? Or does it strictly use NLP to scan the article collection, tuning the mo...