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Colleen Hall
Incorporación 22 jul 2022
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Última actividad 12 feb 2025
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Última actividad de Colleen Hall
Colleen Hall hizo un comentario,
New custom intents EAP for the Advanced AI add-on
Custom intents
The custom intents EAP allows you to instantly create custom intents. It is added immediately to your intent list and available right away to start predicting the intent of incoming tickets. Leveraging custom intents will help you optimize and extract valuable insights about your customer service operations.
Ver comentario · Editado 10 feb 2025 · Colleen Hall
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Colleen Hall hizo un comentario,
Hi Maky , thank you for catching this. I've updated the article.
Ver comentario · Publicado 29 ene 2025 · Colleen Hall
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Colleen Hall hizo un comentario,
Hi Evy H. ,
You can create forms that are available to agents only by not selecting the Editable by end users check box. The form will be labeled Agent only in Admin Center. Your agents can select the form in the Agent Workspace, or, you could create trigger that automatically applies the form to a ticket created by a phone call. The Designing your ticket forms for a better agent and end-user experience article might be helpful.
Ver comentario · Publicado 23 ene 2025 · Colleen Hall
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Colleen Hall hizo un comentario,
The rollout date has been extended from January 13, 2025 to January 27, 2025.
Ver comentario · Publicado 14 ene 2025 · Colleen Hall
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Colleen Hall hizo un comentario,
Hi Danial Ishak,
Yes, when you change a custom ticket status name it will be reflected in your Explore reports.
Ver comentario · Publicado 07 ene 2025 · Colleen Hall
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Colleen Hall hizo un comentario,
Hi Efrat Barak Zadok , if your plan has access to multiple ticket forms, then you can define which ticket statuses appear on your forms. Please see Associating ticket statuses to forms.
If your plan has access to a single form, then you can deactivate the on-hold status as described in the procedure Activating and deactivating the On-hold status above and it will not longer be available in your form.
Ver comentario · Publicado 09 dic 2024 · Colleen Hall
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Colleen Hall hizo un comentario,
Hi Nicky Clark, not at this time. As soon as there is more to share, the announcement will be updated. Please follow the announcement so that you're notified of any new information.
Ver comentario · Publicado 05 dic 2024 · Colleen Hall
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Hi Mike Deardorff , please see the article Categorizing your views. I hope this helps!
Ver comentario · Publicado 04 dic 2024 · Colleen Hall
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Hi Vinicius Henrique da Silva , please see Understanding light agent interaction with side conversation child tickets.
Ver comentario · Publicado 03 dic 2024 · Colleen Hall
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Colleen Hall hizo un comentario,
Hi Sydney Neubauer, this article, Customizing your SLAs with advanced settings, is up to date. Advanced settings for Next reply time and Periodic update were temporarily removed on October 31, 2024.
Ver comentario · Publicado 03 dic 2024 · Colleen Hall
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