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Sami

Adhésion le 10 déc. 2023

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Dernière activité le 17 oct. 2024

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Dernière activité effectuée par Sami

Sami a ajouté un commentaire,

CommentaireTicket customization

In the layout's ticket properties section, is it possible to move the tags box to the bottom? Is it a fixed-position field?
 

Afficher le commentaire · Publication le 19 août 2024 · Sami

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CommentaireExplore recipes

Matthew Natali 
Replace 
     IF ([Changes - Field name]="{Escalated}")
With
IF ([Changes - Field name]="Escalated")

No braces, { or }, around the field name Escalated.

Afficher le commentaire · Publication le 15 août 2024 · Sami

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Commentaire de la communautéZendesk AI EAP - Generative AI

Hi,  Jakub Konik   - can you provide a high-level summary of what issue you are investigating? 
Is/will there still be a need to have a JWT server involved to authenticate the web widget?

Thank you. 

Afficher le commentaire · Publication le 05 juin 2024 · Sami

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Commentaire de la communautéZendesk AI EAP - Generative AI

It was recently suggested to us that it is an authentication issue per: https://support.zendesk.com/hc/en-us/articles/4411666638746-Authenticating-end-users-for-messaging
 

Afficher le commentaire · Publication le 23 mai 2024 · Sami

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CommentaireTicket customization

Is there an option to add the signature _only_ on the initial reply by the agent? 

Afficher le commentaire · Publication le 16 mai 2024 · Sami

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Commentaire de la communauté Feedback - Help Center (Guide)

Is it still part of the plan in 2024? 

Afficher le commentaire · Publication le 24 avr. 2024 · Sami

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Commentaire de la communauté Q&A - Help center and community

Is displaying custom fields on the roadmap? This is something we'd also like to do.

Afficher le commentaire · Publication le 24 avr. 2024 · Sami

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Sami a créé une publication,

PublicationZendesk AI EAP - Generative AI

We want to use Messaging as a diversion strategy by having the Generative AI generate replies from our KB as possible solutions to customer customers. 

The AI does not generate a reply to known KB content, “Sorry I couldn't answer your question.”

We have a live help center with >400 articles

The test articles are accessible to the public

The messaging chat bot is set to “generate a reply”

We are not using intents/answers, we've set “Questions without matching intents” to "generate a reply”


No luck so far.  We've reviewed KBs as well as engaging with support.

Does anyone have this working?

Modification le 09 avr. 2024 · Sami

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CommentaireUsing legacy AI agent functionality

We have the same issue where the messaging bot's behavior is set to generate a reply but does not answer with any meaningful response.

We have both public and private KBs in our help center, and are English language only.

Support stated we also need to enable the Answer Bot - is this not for the classic web widget only?

Afficher le commentaire · Publication le 25 mars 2024 · Sami

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CommentaireUsing AI agents for email and web form

Where do we customize the icons used in the autoreply? the icons are too big.

Afficher le commentaire · Publication le 12 déc. 2023 · Sami

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