Recent searches
No recent searches

Andrew Lee
Joined Oct 16, 2023
·
Last activity Jan 30, 2025
Solutions Consultant at Zerviz, a premier Zendesk Partner
Following
0
Followers
0
Total activity
40
Votes
19
Subscriptions
12
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Andrew Lee
Andrew Lee commented,
Is there a way to classify a ticket with a tag to indicate that a Suggested Reply was offered?
View comment · Posted Oct 14, 2024 · Andrew Lee
0
Followers
0
Votes
0
Comments
Andrew Lee commented,
+1 it would be good to use entity detection to detect Regex situations:
Example -
- Client needs to detect a 6-digit unique system ID
- Current functionality of Entity detection works on dropdown-type Ticket Fields, but dropdown can only have up to 2,000 options. So if there are more than 2,000 unique system IDs, then dropdown-type Ticket Field isn't usable
- Instead, it would be better to have Regex detection (layered with AI) to identify 6-digit strings. This is currently possible in other 3rd-party apps in the Zendesk marketplace
View comment · Posted Sep 20, 2024 · Andrew Lee
0
Followers
0
Votes
0
Comments
Andrew Lee commented,
+1 to Yaniv, looking for the entity detection to be able to catch on synonyms or slight misspellings.
Example
- entity: Nikon D7500
- variation that should still classify with the same entity: nikoond7500, d7500, nd7500, etc.
View comment · Posted Aug 30, 2024 · Andrew Lee
0
Followers
2
Votes
0
Comments
Andrew Lee commented,
Is there a demo or other environment showcasing WeChat as a messaging channel?
I've run into issues creating my own demo account due to the restrictions around creating new WeChat accounts in the first place.
View comment · Posted Jul 23, 2024 · Andrew Lee
0
Followers
0
Votes
0
Comments
Andrew Lee commented,
Any consideration or development of deletion schedules based on Ticket Comments?
Example - 1 week after ticket close, delete any Comments containing Email Address
View comment · Posted May 16, 2024 · Andrew Lee
0
Followers
0
Votes
0
Comments
Andrew Lee created a post,
Macro Suggestions doesn't work when Bulk Update is used on tickets. An example of the scenario:
- One-off Bulk Update of tickets (eg, 50 tickets to notify customer about update on an outage)
- The same Public Comment is used on all 50 tickets
- Macro Suggestions picks up this specific comment as a Suggestion, which is not very useful
Would be interested in seeing how ticket comments updated via Bulk are “de-weighted” so to speak.
Posted Mar 27, 2024 · Andrew Lee
0
Followers
1
Vote
1
Comment
Andrew Lee commented,
Looks like they finally solved it! https://support.zendesk.com/hc/en-us/articles/6636652095770-Announcing-answer-linking-for-Zendesk-bots
View comment · Posted Mar 07, 2024 · Andrew Lee
0
Followers
0
Votes
0
Comments
Andrew Lee commented,
Would be awesome to see this included under ADPP
View comment · Posted Mar 04, 2024 · Andrew Lee
0
Followers
0
Votes
0
Comments
Andrew Lee commented,
Hey Jimmy! Not sure if you ever got this question figured out, but helpful to put this out in public for the hivemind.
The best practice is to have "Account Name" be a custom ticket field of Lookup Relationship type. Once you do that, you can select the Organizations in Zendesk as the field values -
View comment · Posted Oct 16, 2023 · Andrew Lee
0
Followers
0
Votes
0
Comments