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James Molina's Avatar

James Molina

Incorporación 15 abr 2021

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Última actividad 05 feb 2025

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107

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RESUMEN DE LA ACTIVIDAD

Última actividad de James Molina

James Molina hizo un comentario,

ComentarioTeam members and groups

What is the the expected behavior when an Agent is creating a new ticket and Brand spaces is turned on.?

We have found that only Agents associated with the default brand can create a new ticket.  Agents aligned with an alternate brand are unable to create new tickets.  

How do team members associated with a brand that is not a default create a ticket on behalf of a requester?

Ver comentario · Publicado 05 feb 2025 · James Molina

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James Molina hizo un comentario,

ComentarioRouting

Many clients need the ability to change a messaging ticket from a messaging channel to an email channel since inactive messages are treated like emails after an initial messaging conversation.  This fixes many of the OCR issues related to routing inactive messages.  Currently, if you count inactive messages, they are prioritized over live messages.  If you don't don't count inactive messages, no channel capacity is accounted for then the first agent can get dumped all the messages.  Separate queues then prevents emails from taking priority over inactive messages.

Ver comentario · Publicado 16 dic 2024 · James Molina

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James Molina hizo un comentario,

ComentarioTeam members and groups

same as the above.  When does this feature rollout?

Ver comentario · Publicado 26 nov 2024 · James Molina

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James Molina hizo un comentario,

ComentarioUsing AI in Zendesk QA

Do these metrics apply to third party bots like Ada or Ultimate when they are integrated with Zendesk?  Or is this strictly for Zendesk Messaging?

Ver comentario · Publicado 25 oct 2024 · James Molina

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James Molina hizo un comentario,

ComentarioUsing legacy AI agent functionality

Will the ton shift change based on the customer?  For example, if you choose playful but a customer shows that they are "angry" what type of response would they get?

Ver comentario · Publicado 14 feb 2024 · James Molina

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James Molina hizo un comentario,

ComentarioRouting

Isobel Petty. Yes!  Well, there can be.  Omni channel routing requires a tag on tickets to be eligible.  So you can use the tag or create a custom attribute with that tag for a report!

Ver comentario · Publicado 31 ene 2024 · James Molina

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ComentarioUsing legacy AI agent functionality

+1 for Tatiana Christensen Comment

Ver comentario · Publicado 19 ene 2024 · James Molina

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Comentario de la comunidad Feedback - Chat and Messaging (Chat)

Any update on this functionality?

Ver comentario · Publicado 17 jul 2023 · James Molina

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Comentario de la comunidad Feedback - Ticketing system (Support)

I also work with many clients that need this.  

Ver comentario · Publicado 23 jun 2023 · James Molina

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Comentario de la comunidadZendesk AI EAP - Generative AI

How is the language detection within the Intelligence section affect workflows or other items?  Is this separate from the native Zendesk Language detection?

 

Ver comentario · Editado 14 jun 2023 · James Molina

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