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John Tieu

Incorporación 16 abr 2021

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Última actividad 27 ene 2025

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Última actividad de John Tieu

John Tieu hizo un comentario,

ComentarioPublishing and sharing dashboards

Agree with Sebie that the removal of customized subject and message is a step backwards. 

 

With our current Explore dashboard deliveries, we include the dashboard link in the message to remind users they can view updated data at anytime. Is there a way to reproduce this?

Ver comentario · Publicado 27 ene 2025 · John Tieu

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John Tieu hizo un comentario,

ComentarioZendesk messaging

Hi Kris, how did you trigger off  the capacity release being applied? I'm not seeing a condition for it in triggers.

Ver comentario · Publicado 10 dic 2024 · John Tieu

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John Tieu hizo un comentario,

Comentario de la comunidadZendesk EAP - Generative search in Help center

Hi Tetiana Gron , copying my comment from the help center article to the community:

Can you provide any insight on how impactful the thumbs up/down feedback is? How many thumbs down does it take to stop suggesting a quick answer? Is the impact weighted differently depending on the reason they chose for negative feedback? 

Also, is there a way for us to review the free text feedback a user enters when they downvote?

Ver comentario · Publicado 29 oct 2024 · John Tieu

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John Tieu hizo un comentario,

Comentario de la comunidadZendesk EAP - Generative search in Help center

Hi Chris Todd ,

 

I posted the same question on the Generative search for help center (EAP) article. I tested this and gave an incorrect answer a thumbs down a total of 11 times as both a licensed agent and a test end user. I continue to get the same incorrect answer on subsequent searches. 

 

We had a developer embed text above the quick answer, example below, and were going to add text along the lines of “Help improve the accuracy of quick answers by marking results as helpful / not helpful.” However, we've held off until we get clarity from Zendesk about how the model learns.

 

 

Ver comentario · Editado 29 oct 2024 · John Tieu

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John Tieu hizo un comentario,

ComentarioZendesk messaging

Is there a way to use this in conjunction with auto-release capacity? The flow we'd like is to end the messaging conversation after inactivity period has elapsed. 

Ver comentario · Publicado 23 oct 2024 · John Tieu

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John Tieu hizo un comentario,

ComentarioEnd-user guide for Help Center

Hi - can you provide any insight on how impactful the thumbs up/down feedback is? How many thumbs down does it take to stop suggesting a quick answer? Is the impact weighted differently depending on the reason they chose for negative feedback? 

Also, is there a way for us to review the free text feedback a user enters when they downvote?

Ver comentario · Editado 23 oct 2024 · John Tieu

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John Tieu hizo un comentario,

ComentarioTicket automation and collaboration

Two questions about taxonomy:

  1. Is taxonomy case sensitive?
  2. Is the detection smart enough to detect variations of the same word or should each option be entered? For example, invoice/invoices or reconcile/reconciliation

Ver comentario · Publicado 09 ago 2024 · John Tieu

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John Tieu hizo un comentario,

ComentarioTicket management

Hi, 

 

Echoing Matt Russell's question, we have turned off merging for anyone but admins. If we turn this feature on, what's the agent experience like if they don't have the ability to merge? 

Ver comentario · Publicado 07 ago 2024 · John Tieu

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John Tieu hizo un comentario,

ComentarioEnd-user guide for Help Center

Two questions about future functionality for generative search:

  1. Will there be any flexibility to exclude a subset of articles that need to remain public and published to users? Perhaps an ability to include/exclude only articles with a certain label?
  2. There's some terminology within our industry that mean the same thing and used interchangeably by users. Our articles will sometimes only have one or the other referenced. Can we “train” generative search to know any search results that use either terminology should be pulled? For example, if a user searches for “spot media” or “local media” the results should be the same and pulled from any articles that contain either phrase?

Ver comentario · Publicado 02 ago 2024 · John Tieu

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John Tieu hizo un comentario,

Comentario de la comunidadZendesk EAP - Generative search in Help center

Understood Tetiana Gron . I'd be less concerned of the wrong article being suggested if the quick answer didn't change the content of the article within the summary.

 

If the quick answer said, “To reset your password for Spectra OX” - it'd be clear to the end user that it's not the right answer. Can we get any more detail on why it changed the opening line to “To reset your password for Spectra AV” when Spectra AV isn't referenced anywhere in the article?

Ver comentario · Publicado 24 jul 2024 · John Tieu

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