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James Molina

Data ingresso 15 apr 2021

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Ultima attività 05 feb 2025

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James Molina ha commentato,

CommentoTeam members and groups

What is the the expected behavior when an Agent is creating a new ticket and Brand spaces is turned on.?

We have found that only Agents associated with the default brand can create a new ticket.  Agents aligned with an alternate brand are unable to create new tickets.  

How do team members associated with a brand that is not a default create a ticket on behalf of a requester?

Visualizza commento · Data ultimo post: 05 feb 2025 · James Molina

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CommentoRouting

Many clients need the ability to change a messaging ticket from a messaging channel to an email channel since inactive messages are treated like emails after an initial messaging conversation.  This fixes many of the OCR issues related to routing inactive messages.  Currently, if you count inactive messages, they are prioritized over live messages.  If you don't don't count inactive messages, no channel capacity is accounted for then the first agent can get dumped all the messages.  Separate queues then prevents emails from taking priority over inactive messages.

Visualizza commento · Data ultimo post: 16 dic 2024 · James Molina

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James Molina ha commentato,

CommentoTeam members and groups

same as the above.  When does this feature rollout?

Visualizza commento · Data ultimo post: 26 nov 2024 · James Molina

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James Molina ha commentato,

CommentoUsing AI in Zendesk QA

Do these metrics apply to third party bots like Ada or Ultimate when they are integrated with Zendesk?  Or is this strictly for Zendesk Messaging?

Visualizza commento · Data ultimo post: 25 ott 2024 · James Molina

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James Molina ha commentato,

CommentoUsing legacy AI agent functionality

Will the ton shift change based on the customer?  For example, if you choose playful but a customer shows that they are "angry" what type of response would they get?

Visualizza commento · Data ultimo post: 14 feb 2024 · James Molina

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James Molina ha commentato,

CommentoRouting

Isobel Petty. Yes!  Well, there can be.  Omni channel routing requires a tag on tickets to be eligible.  So you can use the tag or create a custom attribute with that tag for a report!

Visualizza commento · Data ultimo post: 31 gen 2024 · James Molina

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James Molina ha commentato,

CommentoUsing legacy AI agent functionality

+1 for Tatiana Christensen Comment

Visualizza commento · Data ultimo post: 19 gen 2024 · James Molina

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James Molina ha commentato,

Commento nella community Feedback - Chat and Messaging (Chat)

Any update on this functionality?

Visualizza commento · Data ultimo post: 17 lug 2023 · James Molina

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James Molina ha commentato,

Commento nella community Feedback - Ticketing system (Support)

I also work with many clients that need this.  

Visualizza commento · Data ultimo post: 23 giu 2023 · James Molina

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James Molina ha commentato,

Commento nella communityZendesk AI EAP - Generative AI

How is the language detection within the Intelligence section affect workflows or other items?  Is this separate from the native Zendesk Language detection?

 

Visualizza commento · Data ultima modifica: 14 giu 2023 · James Molina

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