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Morten Kristensen
Joined Sep 22, 2023
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Last activity Feb 04, 2025
Manager, Platforms & Automation, Global Customer Experience
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Latest activity by Morten Kristensen
Morten Kristensen commented,
@... the year is coming to an end, is there an update for the OOO app? We're struggling with the permission issue on a regular basis, where admins need to be involved because supervisors cannot perform this action.
View comment · Posted Dec 04, 2024 · Morten Kristensen
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Morten Kristensen commented,
There seems to be some strange discrepancy even from the same requester where sometimes ZD will parse and extract an email thread correctly so it can be collapsed and in other instances it is showing the full thread. Obviously a full thread is very distracting for agents, since they cannot easily navigate the ticket. This should be fixed asap
View comment · Posted Dec 04, 2024 · Morten Kristensen
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Morten Kristensen commented,
Agree with this feature request. A ticket.follower placeholder would allow for more granular notifications via liquid markup. A concern for us is to open up for follower notifications across our organisation since it may open up to have PII in agent inboxes. However, we have use cases where individuals should see latest public comment.
View comment · Posted Feb 08, 2024 · Morten Kristensen
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Morten Kristensen commented,
Custom Objects or some other customer database, like your CRM, would allow for more accurate mapping vx Organizations/email domains. You'd be able to make a new unique identifier for a client beyond email domain, e.g. client account number. In the best case scenario, you have a source of truth you can sync with Zendesk where you can map those clients into Custom Objects, Contacts with ZD users and then relate these so every time a user emails you, the Custom Object helps you route/trigger events/show contact context.
View comment · Posted Dec 14, 2023 · Morten Kristensen
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Morten Kristensen commented,
We don't do this on our side but I have seen Custom Objects be able to resolve these types of issues. Custom Objects could represent a "client" and be linked to individual users.
View comment · Edited Dec 13, 2023 · Morten Kristensen
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Morten Kristensen commented,
I made a feature request that might help resolve some of the issues mentioned here: Improved search API for shared numbers – Zendesk help
View comment · Posted Nov 08, 2023 · Morten Kristensen
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Morten Kristensen created a post,
Feature Request Summary
We need an improved search API that can help distinguish "direct line" and secondary phone fields. This should allow us/partners to build more solid solutions that can handle shared user numbers.
Use Case
The issue is that when we have multiple requestors that are calling in via Amazon Connect that have the same telephone number. Our voice integration (by Voicefoundry/TTEC) allows for the customers requestor account to be popped to the screen with open tickets, but this is causing issues with requestors that share the same telephone number, for example a hospital department or office that has multiple requestors but they dial out from one phone number. ZD has clarified that they cannot resolve this OOTB (see Why are some users not correctly identified when they call in? – Zendesk help). Shared numbers are possible in ZD but the calls will always be associated with the user that has the number put the "direct line" originally. ZD's solution is to just change the requestor when someone new dials in. That requires due diligence for agents to ensure they speak with the right person with the risk of mixing up requestors and tickets.
Product limitation or missing feature
The root cause to this issue seems to be the lack of a solid search API that can pull the list of users with the same shared number incl “direct line” and secondary numbers.
Business impact of limitation or missing feature
With this limitation we are bound to have human errors when we manually have to identify that this is the wrong requester. The workaround in the above linked article will not suffice for us.
Posted Nov 08, 2023 · Morten Kristensen
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Morten Kristensen created a post,
Summarize is only summarising the public comments. It makes sense that internal comments are not included in the summary today but a feature request would be to add a separate "internal" summary based on internal notes. This would allow agents to not just understand the comms back and forth but also the internal steps taken
Posted Nov 02, 2023 · Morten Kristensen
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Morten Kristensen created a post,
It seems there is a lack of trackability when using Summarize, Expand and Tone Shift. This makes it difficult to assess the impact and quality check the use of Generative AI. I understand that applying e.g. a tag when using these features may not necessarily mean that the feature was used for the reply, e.g. you could apply Expand and then revert back to your original reply. Nonetheless, we somehow need clear trackability here or we would just set these features loose without any control or measurement mechanisms in place.
As an example, I'm trying to assess the impact from the trial and I have to rely on agents remembering to using the features - I cannot track if the features have been used so I can't remind agents who are not using them. At the end of the trial I cannot with certainty say that there was an impact because I have no clue if agents have used the features. Why would we commit to paying a good amount of money for this if we cannot assess ROI properly?
Posted Oct 27, 2023 · Morten Kristensen
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Morten Kristensen commented,
Thanks @..., this would allow us to use the feature. We will sign up for the EAP when it's out
View comment · Posted Oct 26, 2023 · Morten Kristensen
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