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Keti

Joined Nov 20, 2023

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Last activity Feb 06, 2025

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ACTIVITY OVERVIEW

Latest activity by Keti

Keti commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Daniel! 

Thanks for the update - this is really useful!

What about the present options step?
I can't seem to find the option to translate the “options.” 
Am i missing something? 

Thank you!

View comment · Edited Aug 27, 2024 · Keti

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Keti commented,

CommentAdditional ticket channels

It would be helpful if updates to the agent status could be reflected in the audit logs. Currently, there is no information available when someone changes the status of an agent.

View comment · Posted Jul 05, 2024 · Keti

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Keti commented,

CommentTriggers and automations

Hi Walter!

 

Yes, exactly. We are using the messaging channel with a simple bot flow at the moment.

The reason I am trying to make this work is to avoid using the API call and branch condition in the bot. To explain it simply:

We are dividing the end customers/organizations into different plans (using tags and fields). 
For example: Plan A / B / C.

Based on these conditions, I want to provide a public answer through the bot based on the Plan.

By creating a webhook that provides a public comment to the ticket, I can use the plan conditions in a trigger to add a comment to the ticket. However, it should also be displayed on the customer messaging side.

I know this is possible using the API in the bot flow by calling the organization/user field as a value once the user contacts us, and by this using different bot answers / flows. However, this will require more time for us to develop, so I was thinking of a simpler workaround.

 

Thank you!
 

View comment · Posted Jun 18, 2024 · Keti

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Keti commented,

CommentTriggers and automations

Hi!

Is there any way to enable the ticket public comment under the Web Widget Interface? (customer POV) .I initiated a Messaging ticket, Web hook works, comment is added within the ticket, but it is not displayed from the customer's point of view on the web widget.

View comment · Posted Jun 14, 2024 · Keti

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Keti commented,

CommentExplore recipes

Hi all!
I'm wondering if we have a similar metric for the talk dataset or if there's a formula we can use to achieve it?


I see there is the call wait time metric, but this includes the whole routing in queue between agents. What I'm looking for is a way to isolate the segment specifically for Agent X.

Example of the report:
Metrics:
Count Calls
Call Wait time (sec)
Rows:
Call Agent

When we see a value of "X" for Agent A in the Call Wait Time (seconds) metric, it appears to include the entire routing process between agents, including those who did not answer the call.

Is it possible to obtain only the time it took just for Agent “A” ?

View comment · Posted Apr 02, 2024 · Keti

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Keti commented,

Community comment Feedback - Ticketing system (Support)

+1 Thank you for mentioning it Josef Prandstetter

View comment · Posted Feb 07, 2024 · Keti

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Keti commented,

CommentGeneral questions and issues about tickets

+1 It's essential to receive notifications.

We utilize side conversations (tickets) for inter-team communication. When Team A raises a ticket to Team B (side conversation), how does the team become aware that a ticket has been updated? Whether it's through a quick popup lasting a couple of seconds or refreshing the view to see the ticket status...

Current solutions:

Email: Although enabled, it's not practical as agents receive numerous personal and external emails.
Slack: Limited to channels and doesn't support direct messages.
Third-Party App: Additional cost involved.

View comment · Posted Jan 26, 2024 · Keti

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Keti commented,

CommentUsing AI agents for messaging

Antonio Naddeo +1 Multi language support is a must.

1 - Occasionally, the bot may fail to accurately auto-translate messages.

2 - The "Choose your language" option might seem "cheap" from the customer's perspective.

  • It would be beneficial to enable the creation of multiple bots for each language, with triggers routing the bot based on the Requester's Language. This approach allows each bot to provide tailored answers in different languages.
  • Additionally, integrating Requester Language as an option under "Branch Conditions" could be valuable, even though there is a limitation on the number of branches (currently 6). This can be further enhanced by linking conditions to specific answers, (Announcing answer linking for Zendesk bots - A beneficial enhancement)
    Linking the relevant answers to each condition

View comment · Edited Jan 23, 2024 · Keti

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Keti commented,

Community comment Discussion - Tips and best practices from the community

Is it possible to send a notification as a direct message to each user on Slack?

We would like to have an "individual" (direct message) notification for each agent on Slack, once a Zendesk Ticket is assigned to them.

Example:

Zendesk Ticket received to Group A

Someone from Group A assigns the ticket to Agent A

Agent A gets a notification through Slack 

Basically same logic as Notify by Email:

Notify by > Email - Ticket > (assignee)

Thank you!

View comment · Posted Jan 23, 2024 · Keti

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