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Sami

Incorporación 10 dic 2023

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Última actividad 17 oct 2024

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RESUMEN DE LA ACTIVIDAD

Última actividad de Sami

Sami hizo un comentario,

ComentarioTicket customization

In the layout's ticket properties section, is it possible to move the tags box to the bottom? Is it a fixed-position field?
 

Ver comentario · Publicado 19 ago 2024 · Sami

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ComentarioExplore recipes

Matthew Natali 
Replace 
     IF ([Changes - Field name]="{Escalated}")
With
IF ([Changes - Field name]="Escalated")

No braces, { or }, around the field name Escalated.

Ver comentario · Publicado 15 ago 2024 · Sami

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Comentario de la comunidadZendesk AI EAP - Generative AI

Hi,  Jakub Konik   - can you provide a high-level summary of what issue you are investigating? 
Is/will there still be a need to have a JWT server involved to authenticate the web widget?

Thank you. 

Ver comentario · Publicado 05 jun 2024 · Sami

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Comentario de la comunidadZendesk AI EAP - Generative AI

It was recently suggested to us that it is an authentication issue per: https://support.zendesk.com/hc/en-us/articles/4411666638746-Authenticating-end-users-for-messaging
 

Ver comentario · Publicado 23 may 2024 · Sami

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ComentarioTicket customization

Is there an option to add the signature _only_ on the initial reply by the agent? 

Ver comentario · Publicado 16 may 2024 · Sami

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Comentario de la comunidad Feedback - Help Center (Guide)

Is it still part of the plan in 2024? 

Ver comentario · Publicado 24 abr 2024 · Sami

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Comentario de la comunidad Q&A - Help center and community

Is displaying custom fields on the roadmap? This is something we'd also like to do.

Ver comentario · Publicado 24 abr 2024 · Sami

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Sami creó una publicación,

PublicaciónZendesk AI EAP - Generative AI

We want to use Messaging as a diversion strategy by having the Generative AI generate replies from our KB as possible solutions to customer customers. 

The AI does not generate a reply to known KB content, “Sorry I couldn't answer your question.”

We have a live help center with >400 articles

The test articles are accessible to the public

The messaging chat bot is set to “generate a reply”

We are not using intents/answers, we've set “Questions without matching intents” to "generate a reply”


No luck so far.  We've reviewed KBs as well as engaging with support.

Does anyone have this working?

Editado 09 abr 2024 · Sami

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ComentarioUsing legacy AI agent functionality

We have the same issue where the messaging bot's behavior is set to generate a reply but does not answer with any meaningful response.

We have both public and private KBs in our help center, and are English language only.

Support stated we also need to enable the Answer Bot - is this not for the classic web widget only?

Ver comentario · Publicado 25 mar 2024 · Sami

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ComentarioUsing AI agents for email and web form

Where do we customize the icons used in the autoreply? the icons are too big.

Ver comentario · Publicado 12 dic 2023 · Sami

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