Anton Maslov

1. Agent guide
2. Ticket basics
3. Writing drafts of public replies in tickets

Hi, is there an API or Trigger/Macros to submit ticket comment in a draft mode? One of the use-cases we have: 1. Agent uses Macros to pre-fill reply which sets comment as a private comment 2. Agent...

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• Anton Maslov
• Création 18 mai 2023 17:28
• 0 vote

1. Communauté
2. Zendesk Support EAP - Zendesk & ChatGPT integration
3. Announcing the Summarization & Text Enhancing EAP

Amazing feature! Another benefit for the agents could be to use ChatGPT to parse issue description and suggest steps to resolve based on knowledge base articles. Do you have anything like this on a...

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• Anton Maslov
• Modifié 10 mai 2023 19:46
• 0 vote

1. Explore
2. ...
3. Publishing and sharing dashboards
4. Dynamically adapting dashboard data based on viewer

Beta dashboard builder currently misses the following features: It is not possible to exclude filters from reports (e.g. one report needs to be filtered by “created date” while another one by “sol...

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• Anton Maslov
• Création 3 mai 2023 10:28
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. [Agent Workspace] move the reply section back to the top

We recently switched from Legacy and faced this too, it brings too issues: Newer replies at the bottom and you have to scroll it down each time. The reply window is always takes part of the screen...

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• Anton Maslov
• Création 10 avril 2023 20:57
• 2 votes

1. Communauté
2. Feedback - Ticketing System (Support)
3. Agent Workspace: Keep content from internal note if changing to public reply

Hi, Our use-case is same as for the Trudy. Answering also to questions from Amisha: > Are there ever situations where you need to compose a messaging or chat response on internal notes? Would you l...

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• Anton Maslov
• Création 10 avril 2023 20:38
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Turned off Community in settings - still shows up in Help Center

Shannon Pesta could you please correct the link to remove Community, the one provided in your post results into 404

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• Anton Maslov
• Création 6 décembre 2022 22:37
• 0 vote

1. Communauté
2. Feedback - Help Center (Guide)
3. Improvements to Rapid Resolve

First, one bag is really dangerous, we had cases when an agent accidentally clicked and ticket got solved while it is not.

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• Anton Maslov
• Création 16 août 2019 21:19
• 2 votes

1. Communauté
2. Zendesk on Suite best practices
3. Knowledge Manager Roundtable: How do you measure self-service activity and knowledge base usefulness?

Hi Rob, in our case, we automatically create tickets for chats and calls, what is kind of similar to your approach. Also "start chat" button is on Zendesk HC page, so basically in Google Analytics,...

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• Anton Maslov
• Création 14 février 2018 18:46
• 0 vote

1. Communauté
2. Zendesk on Suite best practices
3. Knowledge Manager Roundtable: How do you create knowledge base content?

Hi Mary, I'm afraid I cannot help with CTR, we do not use Answer Bot.

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• Anton Maslov
• Création 28 novembre 2017 17:35
• 0 vote

1. Communauté
2. Zendesk on Suite best practices
3. Knowledge Manager Roundtable: How do you create knowledge base content?

Hi Mary, All of this is in ZenDesk insights reports and is being calculated automatically. Let me know in what metric are you interested in and I'll try to describe :)

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• Anton Maslov
• Création 27 novembre 2017 19:58
• 0 vote