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Simon Blouner (midlertidig)

Data ingresso 16 apr 2021

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Ultima attività 15 ott 2024

Community Moderator

Zendesk consultant with 3+ years experience with the entire Zendesk product portfolio, from small scaleups to major enterprise clients

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Simon Blouner (midlertidig) ha commentato,

Commento nella community Feedback - Ticketing system (Support)

This is very much needed in our use case as well!

For the same reasons Reshma explains; Our more experienced agents need to have the internal comment, potentially also side conversations included. This way the Summary will give the agents much time saved, and the entire dialogue on the ticket is included.

Visualizza commento · Data ultimo post: 06 nov 2023 · Simon Blouner (midlertidig)

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Simon Blouner (midlertidig) ha commentato,

CommentoTicket management

We are also only seeing the 12/8 split, and not the new 30/10 - when will this be activated since it has been announced to be available?

Visualizza commento · Data ultimo post: 02 ott 2023 · Simon Blouner (midlertidig)

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Simon Blouner (midlertidig) ha commentato,

Commento nella community Feedback - Ticketing system (Support)

I second this request!

Would be really nice being able to order the system fields as we see fit. 

Visualizza commento · Data ultimo post: 15 set 2023 · Simon Blouner (midlertidig)

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Simon Blouner (midlertidig) ha commentato,

Commento nella community Feedback - Chat and Messaging (Chat)

This would be such a good feature! Please implement..

Visualizza commento · Data ultimo post: 22 ago 2023 · Simon Blouner (midlertidig)

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Simon Blouner (midlertidig) ha commentato,

Commento nella community Feedback - Chat and Messaging (Chat)

A vote from here as well!

Visualizza commento · Data ultimo post: 22 ago 2023 · Simon Blouner (midlertidig)

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Simon Blouner (midlertidig) ha commentato,

CommentoTicket automation and collaboration

I don't see anyone mentioning side conversations being included in the summary.

We would also very much like to see internal notes being included in the ticket summary.

Visualizza commento · Data ultimo post: 10 ago 2023 · Simon Blouner (midlertidig)

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Simon Blouner (midlertidig) ha creato un post,

Post Feedback - Ticketing system (Support)

Feature Request Summary: 

If we can interact with closed tickets from an Automation, we can become more GDPR compliant towards our customers, as we would be able to delete tickets based on our own easily maintained rules.

Description/Use Cases: 

Right now if one wants to be able to e.g. delete closed tickets in an automatic setup, one would need to utilize a third-party integration/custom build to handle rules and deletion.

If we were able to act on Closed tickets from an Automation, we would be able to maintain simple Automation rules that would delete tickets via. a Webhook.

This will make us much more GDPR compliant, and potentially also be able to automatically redact ticket content.

I'm sure, being able to act upon Closed tickets, would also bring a lot of other different opportunities.

The business impact of limitations or missing features:

This is critical for our business as maintaining a custom build/third-party integration for deletion/redacting is a lot more expensive and expensive in resources, than being able to define rules from a known configuration way like Automation.

Data ultimo post: 10 ago 2023 · Simon Blouner (midlertidig)

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Simon Blouner (midlertidig) ha commentato,

CommentoReporting and analytics for help center

Hey Dane

Thanks for the reply.

It is however still unclear to me "if where any update using Knowledge or the Knowledge Capture app took place", implying that the reading/opening of an article, inside Knowledge or Knowledge Capture, is counted as an event.

Concrete scenario:

  1. Agent opens a ticket and acknowledges that they need to find some knowledge in the Knowledge tab.
  2. They do a search, find some Supplier info
  3. They don't Link, Create, Flag, or Edit the article - they only View it

Is the Viewing of an Article through Knowledge or Knowledge Capture, counted as an event in the dataset or not?

Visualizza commento · Data ultimo post: 07 giu 2023 · Simon Blouner (midlertidig)

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Simon Blouner (midlertidig) ha commentato,

CommentoReporting and analytics for help center

It is unclear to me, what is covered in the "Agent engagement ratio" metric.

What is considered to be "Knowledge or Knowledge Capture app activity"?

More specifically, we want to know if it includes Agents' Opening articles, not necessarily linking them.

I feel the Agent engagement ratio only consists of Flagged, Created and Linked events.

Can anyone here shed som light on this?

Visualizza commento · Data ultimo post: 01 mag 2023 · Simon Blouner (midlertidig)

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Simon Blouner (midlertidig) ha creato un post,

Post Feedback - Help Center (Guide)

Feature Request Summary: 

It would be really beneficial to have some sort of placeholders available in Content Blocks.

Description/Use Cases: 

Similar to the placeholders that are used in Zendesk Support, it would be cool some something similar available in Guide in general, but especially in Content Blocks.

E.g. being able to use the same Content Block across Branded Help centers, where we in the content block could add something like {{content.brand.name}}, {{content.brand.form.id.link}}, {{content.category}}

Business impact of limitation or missing feature:

Enabling something like this will make usage of Content Blocks across brands more feasible, and easier to make branded communication in Content Blocks that is used across multiple branded Help Centers.

Data ultimo post: 21 apr 2023 · Simon Blouner (midlertidig)

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