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Sai Karri

Joined Apr 23, 2024

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Last activity Aug 23, 2024

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ACTIVITY OVERVIEW

Latest activity by Sai Karri

Sai Karri commented,

Community comment Feedback - Chat and Messaging (Chat)

In our case, we need screenshots images or pdf files to be attached of the invoices our customers receive

View comment · Posted Aug 23, 2024 · Sai Karri

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Sai Karri commented,

Community comment Feedback - Ticketing system (Support)

@zendesk Can you please take this up in the product feedback?

Neither there is a native feature in Zendesk that automatically detects malicious attachments, such as pornographic images, abusive text, etc.. NOR there is a suitable third-party app that could review such attachments or text. This is really important.

There should be profanity filter (there is one 3P app but only for Agent messages/output)

 

View comment · Posted Aug 22, 2024 · Sai Karri

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Sai Karri commented,

Community comment Feedback - Ticketing system (Support)

+1

We have 856 Macros and we want to assign them to QA team to monitor agent activity. This is such a fundamental functionality, can you please prioritize this Scott Allison 

View comment · Posted Jul 30, 2024 · Sai Karri

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Sai Karri commented,

CommentUsing legacy AI agent functionality

How to add variables as tags in the transfer step to auto-populate the respective custom dropdown field I user in the agent form (in the workspace) for handling the tickets

View comment · Posted Jul 23, 2024 · Sai Karri

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Sai Karri commented,

CommentHelp with bots and automation

The biggest issue apart from not having other field types is the dropdown field. The dropdown fields are not even visible at the transfer step in order to set existing variables against the dropdown fields values. Only text fields are visible!

 

View comment · Posted Jun 12, 2024 · Sai Karri

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Sai Karri commented,

Community comment Developer - Zendesk APIs

Can I achieve this by creating variables in bot flow, setting tag values of a custom dropdown field against these variables and passing them to the ticket at the time of “transfer to agent”?

 


The biggest issue is dropdown fields are not even visible at the transfer step in order to set existing variables against the dropdown fields values. Only text fields are visible!

 

View comment · Edited Jun 12, 2024 · Sai Karri

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Sai Karri commented,

CommentZendesk messaging

Hi all,
In order to deploy Zendesk native bot, do we need Sunshine conversations platform? The only need I see is For any API calls say to get some user info, or create a ticket via API when chat support is online, etc., but even for those, I see Zendesk Native bots have the capability to list/call/create tickets, users, requests, etc.

View comment · Posted Jun 11, 2024 · Sai Karri

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Sai Karri commented,

Community comment Feedback - Chat and Messaging (Chat)

@... You mentioned in the other thread that you will launching this in H1 2024. Any luck on that?

View comment · Posted May 31, 2024 · Sai Karri

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Sai Karri commented,

CommentHelp with bots and automation

@... Any update on this feature launch? to include other data types especially numeric, REGEX. It is really the need of the hour given it is important to do validation of customer inputs using REGEX

View comment · Posted May 30, 2024 · Sai Karri

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Sai Karri commented,

CommentRouting

Donna Haddigan  You could create an automation to disable any kind of auto-release of the ‘assignee’ of a ticket based on assignee schedules or capacity rules like even if the ‘assignee’ goes on a break or ends the shift or is unavailable, set assignee as “current user” for tickets assigned to a specific assignee. 

We do it the other way round, we auto-release the tickets assigned to a assignee in a group to NULL after 2 hours of inaction (new, open, pending ticket statuses) so that it can get assigned to some other available agent in the group


OR 

Explore this - you might need to use skill based routing with shared views


 

View comment · Edited Apr 24, 2024 · Sai Karri

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