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Sami

Data ingresso 10 dic 2023

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Ultima attività 17 ott 2024

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Sami ha commentato,

CommentoTicket 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?
 

Visualizza commento · Data ultimo post: 19 ago 2024 · Sami

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CommentoExplore recipes

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

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

Visualizza commento · Data ultimo post: 15 ago 2024 · Sami

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Commento nella communityZendesk 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. 

Visualizza commento · Data ultimo post: 05 giu 2024 · Sami

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Commento nella communityZendesk 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
 

Visualizza commento · Data ultimo post: 23 mag 2024 · Sami

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CommentoTicket customization

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

Visualizza commento · Data ultimo post: 16 mag 2024 · Sami

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Commento nella community Feedback - Help Center (Guide)

Is it still part of the plan in 2024? 

Visualizza commento · Data ultimo post: 24 apr 2024 · Sami

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Commento nella community Q&A - Help center and community

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

Visualizza commento · Data ultimo post: 24 apr 2024 · Sami

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PostZendesk 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?

Data ultima modifica: 09 apr 2024 · Sami

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Sami ha commentato,

CommentoUsing 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?

Visualizza commento · Data ultimo post: 25 mar 2024 · Sami

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CommentoUsing AI agents for email and web form

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

Visualizza commento · Data ultimo post: 12 dic 2023 · Sami

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