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Andrew Lee

Adhésion le 16 oct. 2023

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Dernière activité le 30 janv. 2025

Solutions Consultant at Zerviz, a premier Zendesk Partner

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Dernière activité effectuée par Andrew Lee

Andrew Lee a ajouté un commentaire,

CommentaireTicket automation and collaboration

Is there a way to classify a ticket with a tag to indicate that a Suggested Reply was offered?

Afficher le commentaire · Publication le 14 oct. 2024 · Andrew Lee

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Commentaire de la communautéZendesk EAP - Entity detection

+1 it would be good to use entity detection to detect Regex situations: 

 

Example - 

  • Client needs to detect a 6-digit unique system ID
  • Current functionality of Entity detection works on dropdown-type Ticket Fields, but dropdown can only have up to 2,000 options.  So if there are more than 2,000 unique system IDs, then dropdown-type Ticket Field isn't usable
  • Instead, it would be better to have Regex detection (layered with AI) to identify 6-digit strings. This is currently possible in other 3rd-party apps in the Zendesk marketplace

Afficher le commentaire · Publication le 20 sept. 2024 · Andrew Lee

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Andrew Lee a ajouté un commentaire,

CommentaireTicket automation and collaboration

+1 to Yaniv, looking for the entity detection to be able to catch on synonyms or slight misspellings.

 

Example

- entity: Nikon D7500

- variation that should still classify with the same entity: nikoond7500, d7500, nd7500, etc.

 

Afficher le commentaire · Publication le 30 août 2024 · Andrew Lee

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Andrew Lee a ajouté un commentaire,

CommentaireThird party and social messaging channels

Is there a demo or other environment showcasing WeChat as a messaging channel?

I've run into issues creating my own demo account due to the restrictions around creating new WeChat accounts in the first place.

Afficher le commentaire · Publication le 23 juil. 2024 · Andrew Lee

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CommentaireGlobal security and user access

Any consideration or development of deletion schedules based on Ticket Comments?

Example - 1 week after ticket close, delete any Comments containing Email Address

Afficher le commentaire · Publication le 16 mai 2024 · Andrew Lee

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Andrew Lee a créé une publication,

Publication Feedback - Zendesk AI and automation

Macro Suggestions doesn't work when Bulk Update is used on tickets. An example of the scenario:

  • One-off Bulk Update of tickets (eg, 50 tickets to notify customer about update on an outage)
  • The same Public Comment is used on all 50 tickets
  • Macro Suggestions picks up this specific comment as a Suggestion, which is not very useful

Would be interested in seeing how ticket comments updated via Bulk are “de-weighted” so to speak.

Publication le 27 mars 2024 · Andrew Lee

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

Afficher le commentaire · Publication le 07 mars 2024 · Andrew Lee

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Commentaire de la communauté Feedback - Ticketing system (Support)

Would be awesome to see this included under ADPP

Afficher le commentaire · Publication le 04 mars 2024 · Andrew Lee

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Commentaire de la communauté Q&A - Tickets and email

Hey Jimmy! Not sure if you ever got this question figured out, but helpful to put this out in public for the hivemind.

The best practice is to have "Account Name" be a custom ticket field of Lookup Relationship type. Once you do that, you can select the Organizations in Zendesk as the field values - 

 

Afficher le commentaire · Publication le 16 oct. 2023 · Andrew Lee

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