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Jeremy Mifsud

Incorporación 16 oct 2021

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Última actividad 27 sept 2024

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Última actividad de Jeremy Mifsud

Jeremy Mifsud hizo un comentario,

Comentario de la comunidad Feedback - Zendesk AI and automation

After contacting support, it looks like tickets that are deleted or marked as spam are also being counted as automated resolutions?

The support team is unable to clearly tell us where our usage is being used. The web-widget bot stores no contextual data and no report/metrics for the amount used by 'deleted tickets', which in my opinion, should not be charged in the first place. 

As others may have pointed out, automated resolution after 72 hours is too-harsh, e.g. we don't operate on weekends. That forces us to give a response in 1 business day, and that is assuming there aren't bank holidays before/after weekend. 

Ver comentario · Publicado 27 sept 2024 · Jeremy Mifsud

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Jeremy Mifsud hizo un comentario,

Comentario de la comunidad Feedback - Zendesk AI and automation

Currently, I'm using the Classic Web Widget. There's no information to see where my automated resolutions are coming from to even see if this is worth. In effect, you are charging us $2 for our users to search something through our Help Centre through the web widget. 

Ver comentario · Publicado 27 may 2024 · Jeremy Mifsud

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Jeremy Mifsud hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Thanks Scott for the update! Will be looking forward to these enhancements!

Ver comentario · Publicado 22 dic 2023 · Jeremy Mifsud

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Jeremy Mifsud hizo un comentario,

Comentario de la comunidad Discussion - Tips and best practices from the community

Hi Chandra, Oh that's interesting?
So to confirm, if a ticket goes to -5 minutes (for example), and an internal note update is done to remove SLA, then a public reply, will no longer constitute as a breach?

Ver comentario · Publicado 18 dic 2023 · Jeremy Mifsud

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Jeremy Mifsud hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

2023 is almost over, and this functionality "planned for H1 2023" has received no further updates.

It's really as simple as adding a Next Reply Time SLA that does not trigger when the ticket is either "pending" or "on-hold". Would love an update on this

Ver comentario · Publicado 17 dic 2023 · Jeremy Mifsud

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Jeremy Mifsud hizo un comentario,

Comentario de la comunidad Discussion - Tips and best practices from the community

I have tried this however this still creates on difficulty:

If we set something to on-hold and "pause", if an end-user follows-up, the Next Reply is due in 0 minutes and that is not feasible. The SLA still breaches.

Ver comentario · Publicado 17 dic 2023 · Jeremy Mifsud

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Jeremy Mifsud hizo un comentario,

ComentarioCustomer management and profiles

I understand that the ability to create users is intentionally restricted, however this seems like a poor design.

My agents can, from their email e.g. agent@company.com send an email to a new client and cc support@company.com, and the user will be automatically created.

Agents can also access and create tickets to users created outside their groups (and in other brands).

If Zendesk can explain a practical reason why these are limited, I would appreciate it. It feels like a ploy for Zendesk to get more teams to upgrade to Enterprise, which is not feasible for an essential feature that should be included in all plans. 

Ver comentario · Publicado 19 ago 2023 · Jeremy Mifsud

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Jeremy Mifsud hizo un comentario,

Comentario de la comunidad Q&A - AI and automation

Thanks Paolo.

I will have to use a single bot then; will need to figure out how to use conditional statements so that some intents function differently based on the user's country (product).

Ver comentario · Publicado 16 ago 2023 · Jeremy Mifsud

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Jeremy Mifsud creó una publicación,

Publicación Q&A - AI and automation

I want to switch from live chat to messaging and use conversational bots, but struggling with some information on how to set things up (even after spending hours reading articles).

I see that I can set up multiple conversational bots, however can find 0 information about how to trigger which bot and where.

For example, would I be able to set so that one bot is used on our website, and a different bot to be used in our Help Centre? Or two different bots whether someone is logged in (in-app) or not logged in (e.g. on pricing page)?

Any information is appreciated!

Publicado 14 ago 2023 · Jeremy Mifsud

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Jeremy Mifsud hizo un comentario,

ComentarioRouting

If I understand correctly, re-assignment of messages it not available for Growth plans?

E.g. if an Agent has 2 messages and disconnects, the message will not be re-assigned? Or can they still be re-assigned manually / through custom triggers?

Ver comentario · Publicado 14 ago 2023 · Jeremy Mifsud

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