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Rich Talbot
Joined Oct 03, 2023
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Last activity Feb 03, 2025
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Latest activity by Rich Talbot
Rich Talbot commented,
Ahmed Zaid We thought the same thing, so I reached out to a customer who experienced the issue and met with their IT who verified it is NOT a link expander. I further verified this when an inside sales rep at OUR company forwarded a customer email to our support team, and it happened to our sales rep. We do not use a link expander. It is also a very random thing. The same customer who I contacted about it sees the problem in only some tickets. Some are perfectly fine. I checked all the obvious stuff - browsers, mail apps, OS, etc. Nothing obvious on the customer side. I have a ticket open with ZD Support who can reproduce the problem. It is currently with ZD engineering.
View comment · Posted Feb 03, 2025 · Rich Talbot
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Rich Talbot commented,
Zach Gilbert you'd think, but that is NOT what we are seeing in some cases. I know that customers can click on a Problem Solved button if they open a suggested article. I spoke with a customer whose ticket showed she looked at each of the three articles recommended. She explained that she did not look at one of them. She did not click on on and of the links at all . She sent a ticket and that was it. I have other tickets that show only 1 one the three articles was viewed, but a different article was listed as having solved the ticket. Shouldn't the one that solved the issue show as Viewed in the ticket??? Something is really wrong. I have a work around in place, but the customer experience is poor. I created a trigger such that an “are you sure” email is sent to any Ticket that is solved by AI or Automation. This helps, but still not a great experience. I am seeing customers reply “I never solved the ticket!”. I strongly believe AI (or ZenDesk rules created by ZenDesk) should not be trying to determine if these cases are closed.
View comment · Posted Jan 28, 2025 · Rich Talbot
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Rich Talbot commented,
I have the same concerns as most people posting here - inaccurate automated resolutions. The problem for us is that customers have no idea their ticket is solved just because they Viewed an article. We have an automated email trigger that goes out 1 day after resolution to tell them their ticket is solved and offering a CSAT survey. They are surprised and UPSET by this which is causing unnecessary negative CSAT scores. We have since implemented a new trigger telling them that ZenDesk thinks they just solved their ticket by viewing an article and did they really want that - this happens when the ticket moves to Solved. This may help with the CSAT scores, but this is all unnecessary. I think all of us would be a lot happier if an automated resolution happened ONLY when the customer marked it as solved. There should be no interpretation by AI for resolution. The customer most vote that their issue is resolved.
View comment · Posted Jan 27, 2025 · Rich Talbot
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Rich Talbot commented,
We have two instances and would like to connect both to ZenDesk.
View comment · Posted Sep 19, 2024 · Rich Talbot
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Rich Talbot created a post,
I would like to be able to filter articles in Guide based on attachments. If I want to quickly find all articles with Attachments, I cannot do that as there is no filter or way to search for articles with attachments. Our address is changing, so I need to find all articles that reference our old address and replace them. This will now be a manual process since there is no filter. I can't even add a column for attachments when doing a search, so that I could sort on that column in my search results.
Posted Aug 23, 2024 · Rich Talbot
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Rich Talbot commented,
Would like to be able to set the default columns in the search results. I always have to turn off the current default columns I do not want.
View comment · Posted Apr 01, 2024 · Rich Talbot
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Rich Talbot commented,
Such an annoying message. We know our chat hours have started. It's our job. We do it every day. I don't need to see this day after day. Allow us to turn this warning off completely.
View comment · Posted Oct 03, 2023 · Rich Talbot
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