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Ticket automation and collaboration


Understanding suppression of CCs email notifications

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Settings In t...

Edited Jan 13, 2025

2 votes  ·  9 comments

2

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9

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Turning on suggested macros

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Macros Suggested macros are AI-powered s...

Edited Feb 11, 2025

3 votes  ·  32 comments

3

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32

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Creating macros from macro suggestions for admins

What's my plan? You must have the Advanced AI add-on to use the features described in this art...

Edited Jul 10, 2024

1 vote  ·  27 comments

1

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27

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Activating and configuring side conversations

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Side conv...

Edited Jan 30, 2025

5 votes  ·  35 comments

5

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35

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Enabling side conversation child tickets

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Side conv...

Edited Jul 19, 2024

2 votes  ·  13 comments

2

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13

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Side conversation resources

What's my plan? Use these articles to learn more about side conversations. Admin resources Activating and deacti...

Edited Jan 27, 2025

2 votes  ·  0 comments

2

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0

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Understanding follow-up tickets for side conversations

What's my plan? When someone replies to a side conversation that belongs to a closed or archived ticket, a ...

Edited Jul 19, 2024

2 votes  ·  16 comments

2

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16

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Analyzing intelligent triage results and taking action

What's my plan? You must have the Advanced AI add-on to use the features described in this art...

Edited Oct 09, 2024

2 votes  ·  11 comments

2

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11

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Intelligent triage use cases and workflows

What's my plan? You must have the Advanced AI add-on to use the features described in this arti...

Edited Jun 21, 2024

0 votes  ·  2 comments

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2

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About intelligent triage

What's my plan? You must have the Advanced AI add-on to use the features described in this art...

Edited Oct 09, 2024

0 votes  ·  13 comments

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13

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Automatically detecting customer intent, language, and sentiment

What's my plan? You must have the Advanced AI add-on to use the features described in this art...

Edited Feb 19, 2025

4 votes  ·  20 comments

4

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20

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Routing automatically triaged tickets using omnichannel routing

What's my plan? You must have the Advanced AI add-on to use the features described in this arti...

Edited Jun 21, 2024

0 votes  ·  4 comments

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4

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Creating views for automatically triaged tickets

What's my plan? You must have the Advanced AI add-on to use the features described in this arti...

Edited Jun 21, 2024

0 votes  ·  1 comment

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1

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Choosing a routing method for automatically triaged tickets

What's my plan? You must have the Advanced AI add-on to use the features described in this arti...

Edited Jun 21, 2024

0 votes  ·  0 comments

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Disabling omnichannel routing

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > Routing configuration I...

Edited Jun 21, 2024

0 votes  ·  0 comments

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Managing agent capacity rules

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > Capacity rules Capacity...

Edited Jun 21, 2024

0 votes  ·  1 comment

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1

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Viewing agents assigned to a capacity rule

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > Capacity rules Capacity ...

Edited Jun 21, 2024

0 votes  ·  5 comments

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5

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