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Dajana Novak's Avatar

Dajana Novak

Joined Apr 30, 2024

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Last activity Feb 20, 2025

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ACTIVITY OVERVIEW

Latest activity by Dajana Novak

Dajana Novak created an article,

ArticleHelp with AI agents - Advanced

Issue symptoms

I'm getting a technical error message related to characters or mixed buttons and links in AI agents (Ultimate). 

Resolution steps

Check if your internet connection is stable. Next, verify that the button lengths does not exceed 20 character limit. Ensure that the dialogue does not contain buttons mixed with external links.

To verify which button causes the error message

  1. Go to Conversation Logs in the left side menu
  2. Go to the conversation that results in the error message
  3. Go to the bot message before the error message
  4. Click the Settings icon of the bot message
  5. A reply overview opens, navigate from it to the dialogue that causes the error message
  6. Check the character length of the buttons and adjust to no more than 20 character per button
  7. Check the type of the button and change them all to be either buttons or external link buttons
  8. Click Save before you exit the dialogue

Edited Dec 18, 2024 · Dajana Novak

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Dajana Novak created an article,

ArticleHelp with AI agents - Advanced

Issue symptoms

I get the error message This file could not be imported. Please check the file format and try again when I try to import data to AI agent (Ultimate).

Resolution steps

To resolve the issue with the data import, check the following steps.

  • Delete the first rows of headings and explanation in the example file. The first rows should be the data.
    image (25).png
  • Make sure no cell is empty, except for agent ID
  • Make sure that no message starts with a quotation mark
  • Ensure that there are no errors, such as =# NAME!
  • Check that your date format is correctly formatted following the ISO 8601 standard: yyyy-mm-ddThh:mm:ss+00:00

Edited Dec 20, 2024 · Dajana Novak

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Dajana Novak created an article,

ArticleHelp with AI agents - Advanced

Issue symptoms

When I publish my dialogue flow in the AI agents (Ultimate) dashboard, I get an error message.

Resolution steps

The dialogue flow builder shows an error message if there is an issue with the logic of your flow setup. You may encounter one of following error messages.

This message is leading into an infinite bot message loop.

Infinite bot error message

Include a visitor message in the loop when you link back from a bot reply to an earlier block in the dialogue. This error is visible if there are no visitor message blocks between linked bot message and conditional blocks.

Conditions repeat a valueless operator.

conditions repeat error message

Remove one of the conditions that repeat in your conditional logic.

Conditions contain mixed types.

mixed types error message

Multiple conditions cannot be true at the same time. Make all your conditions mutually exclusive.

For more information, see this article: Creating and managing use cases for zero-training AI agents.

Edited Dec 12, 2024 · Dajana Novak

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Dajana Novak created an article,

ArticleHelp with user management

Question

I want to see all tickets that were removed from assignments in Zendesk QA. Where do I find them?

Answer

The assignments dashboard lists all removed or replaced conversations under the Replaced and removed conversations card. To see the list of tickets, click the number under Replacements or Removals.

replaced_and_removed_conversations

For more information, see this article: Accessing and viewing the Assignments dashboard in Zendesk QA.

Edited Jan 03, 2025 · Dajana Novak

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Dajana Novak created an article,

ArticleHelp with user management

Question

I have agents working on requests that belong to multiple channels, groups, and teams. How do I utilize Zendesk Workforce management (WFM) in this case?

Answer

If agents work across multiple channels, groups, or teams, WFM adapts flexibly depending on the level of detail you need.

If agents handle different types of tickets, set up workstreams for each channel, group or team. This way, the agent activity page will show changes as soon as an agent switches from one ticket type to another giving you real-time and historical data. 

If agents' start their days with ticketing work, Zendesk WFM automatically starts tracking their time and they don't need to clock in.

For more information, see this article: Getting started with Zendesk WFM: Overview.

Edited Oct 11, 2024 · Dajana Novak

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Dajana Novak created an article,

ArticleHelp with user management

Question

When I'm doing calibrations in Zendesk QA, does it matter who the reviewee is?

Answer

Calibration review score does not affect the user's internal quality score. The reviewee on the calibration is not relevant.

For more information, see this article: Setting up calibration in Zendesk QA.

Edited Aug 28, 2024 · Dajana Novak

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Dajana Novak created an article,

ArticleHelp with user management

Question

I want to review specific tickets in Zendesk QA. How can I find them?

Answer

Search for specific tickets by their IDs.

To perform a search in Zendesk QA

  1. Navigate to Conversations view
  2. Under Public filters, select any filter
  3. Use the search bar at the bottom of the ticket list

search bar

For more information, see this article: Using the Conversations view.

Edited Sep 10, 2024 · Dajana Novak

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Dajana Novak created an article,

ArticleHelp with user management

Question

I need to update an assignment but I don't want to lose the cycle's progress. Can I change the assignment without resetting the goal?

Answer

When publishing changes to an assignment mid-cycle, your progress won't reset. All given reviews will count towards the goal of the assignment.

assignment cycle update

For more information, see this article: Setting up assignments.

Edited Aug 27, 2024 · Dajana Novak

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Dajana Novak created an article,

ArticleHelp with user management

Question

Can agents see their AutoQA scores in Zendesk QA?

Answer

Agents can see the AutoQA scores for their own tickets if self-reviews are enabled in the workspace.

For more information, see this article: Setting up autoscoring in Zendesk QA using AutoQA.

Edited Aug 28, 2024 · Dajana Novak

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Dajana Novak created an article,

ArticleHelp with user management

Question

Is a Zendesk account required to use Zendesk QA or can I use it with a different help desk as well?

Answer

You need a Zendesk account to use Zendesk QA, but you can add other help desk connections once you've connected your Zendesk account. Contact Zendesk customer support for assistance in enabling multiple connections.

Edited Sep 10, 2024 · Dajana Novak

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