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Colleen Hall's Avatar

Colleen Hall

Data ingresso 22 lug 2022

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Ultima attività 12 feb 2025

Zendesk Documentation Team

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Ultima attività di Colleen Hall

Colleen Hall ha commentato,

CommentoAnnouncements

New custom intents EAP for the Advanced AI add-on

Custom intents

The custom intents EAP allows you to instantly create custom intents. It is added immediately to your intent list and available right away to start predicting the intent of incoming tickets. Leveraging custom intents will help you optimize and extract valuable insights about your customer service operations.

Learn more about the custom intents EAP

Visualizza commento · Data ultima modifica: 10 feb 2025 · Colleen Hall

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CommentoSetting up Agent Workspace

Hi Maky , thank you for catching this. I've updated the article.

Visualizza commento · Data ultimo post: 29 gen 2025 · Colleen Hall

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Colleen Hall ha commentato,

CommentoTicket customization

Hi Evy H. ,

 

You can create forms that are available to agents only by not selecting the Editable by end users check box. The form will be labeled Agent only in Admin Center. Your agents can select the form in the Agent Workspace, or, you could create trigger that automatically applies the form to a ticket created by a phone call. The Designing your ticket forms for a better agent and end-user experience article might be helpful.

Visualizza commento · Data ultimo post: 23 gen 2025 · Colleen Hall

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CommentoAnnouncements

The rollout date has been extended from January 13, 2025 to January 27, 2025.

Visualizza commento · Data ultimo post: 14 gen 2025 · Colleen Hall

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Colleen Hall ha commentato,

CommentoTicket basics

Hi Danial Ishak,

 

Yes, when you change a custom ticket status name it will be reflected in your Explore reports.

Visualizza commento · Data ultimo post: 07 gen 2025 · Colleen Hall

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CommentoTicket management

Hi Efrat Barak Zadok , if your plan has access to multiple ticket forms, then you can define which ticket statuses appear on your forms. Please see Associating ticket statuses to forms

If your plan has access to a single form, then you can deactivate the on-hold status as described in the procedure Activating and deactivating the On-hold status above and it will not longer be available in your form.

Visualizza commento · Data ultimo post: 09 dic 2024 · Colleen Hall

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CommentoMeasuring success

Hi Nicky Clark, not at this time.  As soon as there is more to share, the announcement will be updated. Please follow the announcement so that you're notified of any new information. 

Visualizza commento · Data ultimo post: 05 dic 2024 · Colleen Hall

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Colleen Hall ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Hi Mike Deardorff , please see the article Categorizing your views. I hope this helps!

Visualizza commento · Data ultimo post: 04 dic 2024 · Colleen Hall

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Colleen Hall ha commentato,

CommentoTicket automation and collaboration

Visualizza commento · Data ultimo post: 03 dic 2024 · Colleen Hall

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Colleen Hall ha commentato,

CommentoMeasuring success

Hi Sydney Neubauer, this article, Customizing your SLAs with advanced settings, is up to date.  Advanced settings for Next reply time and Periodic update were temporarily removed on October 31, 2024.

Visualizza commento · Data ultimo post: 03 dic 2024 · Colleen Hall

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