Mark Leci

1. Communauté
2. Zendesk Explore EAP - Quick reports using natural language processing
3. Help us build AI features for Zendesk Explore

I really like the CSAT trends by topic one - I feel like this would be quite a few steps to implement in Explore manually. 

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• Mark Leci
• Création 30 novembre 2023 20:10
• 0 vote

1. Communauté
2. Zendesk Explore EAP - Quick reports using natural language processing
3. Help us build AI features for Zendesk Explore

I am certain this will be useful for our team if it can be implemented in the right way - we have a number of lower level admins and most do not have the time to learn about how ZD explore metrics ...

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• Mark Leci
• Création 30 novembre 2023 18:17
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Feature Request - Ability to edit closed tickets

On the permissions side, is the plan to make a separate permission for this? There are multiple things that can only be done by an administrator, which means we effectively have to have one person ...

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• Mark Leci
• Création 24 novembre 2023 23:56
• 1 vote

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Creating management permissions to define agent editing and publishing rights

How can we set up our guide agents so that they have edit access to a specific section rather than our entire KB? We have a content team, but we also have other teams that need access to sections o...

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• Mark Leci
• Création 27 octobre 2023 19:19
• 0 vote

1. Communauté
2. Success with Zendesk
3. How do you gather Feedback that comes in your tickets?

Anastassia have you considered using CSAT surveys for this purpose, or are you already using those and the intent is to gather feedback from the agents in addition to the CSAT survey? 

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• Mark Leci
• Création 18 octobre 2023 19:36
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Suspended Ticket Settings

Margaret Brightman you may be able to help this on some level using the organization domain. If you add a domain to an organization, all tickets from users with that domain are associated to that o...

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• Mark Leci
• Création 11 septembre 2023 19:56
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. How do you handle non-business hour critical requests?

hi again Jake Warren!  We have a similar workflow and we actually use Zapier to send out notifications to the team. In general I've found Zapier amazingly useful to extend the capabilities of Zende...

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• Mark Leci
• Création 11 septembre 2023 19:48
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Can you factor in product logic into extended ticket access for users?

Jake Warren I can't think of a way to do this exactly, but it might generally make sense to split these clients up into different organizations based on the product. If you do this, the client user...

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• Mark Leci
• Création 31 août 2023 15:31
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Is it possible to hide some Ticket fields from administrators or agents

qiang huang I'm not aware of anything else, if you are looking for something different you may want to search the marketplace. The Ticket Field Manager app is made by Zendesk so I think it's the be...

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• Mark Leci
• Création 31 août 2023 15:27
• 0 vote