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Andrew Lee's Avatar

Andrew Lee

Incorporación 16 oct 2023

·

Última actividad 30 ene 2025

Solutions Consultant at Zerviz, a premier Zendesk Partner

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40

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19

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12

RESUMEN DE LA ACTIVIDAD

Última actividad de Andrew Lee

Andrew Lee hizo un comentario,

ComentarioTicket automation and collaboration

Is there a way to classify a ticket with a tag to indicate that a Suggested Reply was offered?

Ver comentario · Publicado 14 oct 2024 · Andrew Lee

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Andrew Lee hizo un comentario,

Comentario de la comunidadZendesk EAP - Entity detection

+1 it would be good to use entity detection to detect Regex situations: 

 

Example - 

  • Client needs to detect a 6-digit unique system ID
  • Current functionality of Entity detection works on dropdown-type Ticket Fields, but dropdown can only have up to 2,000 options.  So if there are more than 2,000 unique system IDs, then dropdown-type Ticket Field isn't usable
  • Instead, it would be better to have Regex detection (layered with AI) to identify 6-digit strings. This is currently possible in other 3rd-party apps in the Zendesk marketplace

Ver comentario · Publicado 20 sept 2024 · Andrew Lee

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Andrew Lee hizo un comentario,

ComentarioTicket automation and collaboration

+1 to Yaniv, looking for the entity detection to be able to catch on synonyms or slight misspellings.

 

Example

- entity: Nikon D7500

- variation that should still classify with the same entity: nikoond7500, d7500, nd7500, etc.

 

Ver comentario · Publicado 30 ago 2024 · Andrew Lee

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Andrew Lee hizo un comentario,

ComentarioThird party and social messaging channels

Is there a demo or other environment showcasing WeChat as a messaging channel?

I've run into issues creating my own demo account due to the restrictions around creating new WeChat accounts in the first place.

Ver comentario · Publicado 23 jul 2024 · Andrew Lee

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Andrew Lee hizo un comentario,

ComentarioGlobal security and user access

Any consideration or development of deletion schedules based on Ticket Comments?

Example - 1 week after ticket close, delete any Comments containing Email Address

Ver comentario · Publicado 16 may 2024 · Andrew Lee

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Andrew Lee creó una publicación,

Publicación Feedback - Zendesk AI and automation

Macro Suggestions doesn't work when Bulk Update is used on tickets. An example of the scenario:

  • One-off Bulk Update of tickets (eg, 50 tickets to notify customer about update on an outage)
  • The same Public Comment is used on all 50 tickets
  • Macro Suggestions picks up this specific comment as a Suggestion, which is not very useful

Would be interested in seeing how ticket comments updated via Bulk are “de-weighted” so to speak.

Publicado 27 mar 2024 · Andrew Lee

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Andrew Lee hizo un comentario,

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

Ver comentario · Publicado 07 mar 2024 · Andrew Lee

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Andrew Lee hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Would be awesome to see this included under ADPP

Ver comentario · Publicado 04 mar 2024 · Andrew Lee

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Andrew Lee hizo un comentario,

Comentario de la comunidad Q&A - Tickets and email

Hey Jimmy! Not sure if you ever got this question figured out, but helpful to put this out in public for the hivemind.

The best practice is to have "Account Name" be a custom ticket field of Lookup Relationship type. Once you do that, you can select the Organizations in Zendesk as the field values - 

 

Ver comentario · Publicado 16 oct 2023 · Andrew Lee

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