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James Molina

Adhésion le 15 avr. 2021

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Dernière activité le 05 févr. 2025

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James Molina a ajouté un commentaire,

CommentaireTeam 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?

Afficher le commentaire · Publication le 05 févr. 2025 · James Molina

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CommentaireRouting

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.

Afficher le commentaire · Publication le 16 déc. 2024 · James Molina

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CommentaireTeam members and groups

same as the above.  When does this feature rollout?

Afficher le commentaire · Publication le 26 nov. 2024 · James Molina

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CommentaireUsing 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?

Afficher le commentaire · Publication le 25 oct. 2024 · James Molina

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CommentaireUsing 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?

Afficher le commentaire · Publication le 14 févr. 2024 · James Molina

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CommentaireRouting

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!

Afficher le commentaire · Publication le 31 janv. 2024 · James Molina

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CommentaireUsing legacy AI agent functionality

+1 for Tatiana Christensen Comment

Afficher le commentaire · Publication le 19 janv. 2024 · James Molina

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Commentaire de la communauté Feedback - Chat and Messaging (Chat)

Any update on this functionality?

Afficher le commentaire · Publication le 17 juil. 2023 · James Molina

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Commentaire de la communauté Feedback - Ticketing system (Support)

I also work with many clients that need this.  

Afficher le commentaire · Publication le 23 juin 2023 · James Molina

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Commentaire de la communautéZendesk 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?

 

Afficher le commentaire · Modification le 14 juin 2023 · James Molina

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