Reshma Patel

1. Agent guide
2. Ticket automation and collaboration
3. Using generative AI to summarize and enhance ticket comments (EAP)

For anyone else interested in getting a full ticket summary on all notes not just public comments - you can upvote here - AI - Ticket Summarization should also Summarize Internal Notes – Zendesk help

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• Reshma Patel
• Création 3 novembre 2023 13:15
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Allow me to Bulk Update Agent Groups

Tom Dupuche any update on this - We do have bulk manage groups on our roadmap towards the end of 2022. This feature will be in the user interface not a CSV. 

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• Reshma Patel
• Création 29 septembre 2023 20:23
• 0 vote

1. Zendesk updates
2. Announcements
3. Announcing Customizable CSAT Configuration EAP

Any updates on the csat being offered to Agents and Light Agents? That is the biggest limitation we have with Zendesk CSAT functionality, as our agents can also be customers since we provide intern...

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• Reshma Patel
• Création 29 septembre 2023 13:57
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. AI - Ticket Summarization should also Summarize Internal Notes

Jake Bantz I would image it as a combined summary, although having it separate wouldn't be the worst thing. Thinking about the use case, if a ticket was escalated to a tier 2 agent, they would need...

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• Reshma Patel
• Création 25 septembre 2023 15:46
• 0 vote

1. Agent guide
2. Ticket automation and collaboration
3. Using generative AI to summarize and enhance ticket comments (EAP)

Agree with the comments above in that having the option to enable this on all ticket comments would be extremely valuable. We would want our tier 2 reps to be able to get a quick summary of our age...

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• Reshma Patel
• Création 14 septembre 2023 17:17
• 0 vote

1. Zendesk updates
2. Announcements
3. Announcing improvements to the views experience in Support

Do you have a visual of what the page with 30 views will look like after this change?

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• Reshma Patel
• Création 12 septembre 2023 19:51
• 4 votes

1. Zendesk updates
2. Announcements
3. Important announcement: Upcoming changes to the Explore dashboard builders

I agree with the above comments and have many concerns about this change. We were forced to migrate from Zendesk reporting to Explore, and now you are asking us to move to these new dashboards. We ...

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• Reshma Patel
• Création 26 juillet 2023 13:51
• 5 votes

1. Zendesk updates
2. Announcements
3. Announcing Agent Home (beta)

Excited for this page to finally get updated! Will you allow any customizations? Looking at some of the initial screens I can already tell there will be too much data for features we do not use. Is...

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• Reshma Patel
• Modifié 16 juin 2023 15:55
• 2 votes

1. Zendesk updates
2. Announcements
3. Announcing an updated Groups page

Please work on performance improvements as well. What I have noticed is that the initial group load takes up to 35 seconds to load. (I timed it and the group only had 9 members in it. Once it loads...

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• Reshma Patel
• Modifié 3 mai 2023 18:48
• 0 vote

1. Zendesk updates
2. Announcements
3. Announcing an updated Groups page

Looks great. Couple of feedback items Would be nice if the columns were sortable (ie number of users per group so that we can remove empty groups) Would be nice if the listing page included a coun...

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• Reshma Patel
• Création 1 mai 2023 16:25
• 8 votes