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Chris H

Data ingresso 21 ott 2024

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Ultima attività 18 feb 2025

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Chris H ha commentato,

CommentoUsing Built by Zendesk apps

Hi team! Diving right into things, I have seen a few issues after we managed to get responses in tickets. Right now I don't think it's ready for us to use. 

  1. First, most of our first responses in tickets from the LMS are “no message provided”. I have attached an image of this (2). The second response is often something less, see second image attached (3). It usually takes two or three replies in my testing to get it to generate a response. 
  2. Also, the LMS bot responds so fast, that it is actually not changing the ticket status. The ticket comes in as OPEN, and then if I respond and change the ticket to PENDING, the bots' response is so fast that the ticket stays in PENDING and doesn't come back OPEN. Really expect the bot to behave the same as any other interaction with a customer, so this needs to be looked into. 

It seems that the quality of the responses in the testing environment when building out the training template is far better than what is coming through on the ticket, I wonder if there is some automation etc that is slowing it down or confusing it. 

 

We also want to ensure that these tickets are excluded from our analytics, is there something that can be implemented to ensure LMS conversations are excluded from reply time, agent reporting etc?

 

I'd love to chat to someone about all of this, so please reach out. 

Cheers!

 

Visualizza commento · Data ultimo post: 17 feb 2025 · Chris H

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Chris H ha commentato,

CommentoTeam members and groups

This looks great, however, we cannot begin the set up process on our enterprise account as there is no option to manage brand membership for any team members. The column doesn't exist when viewing the members, and we cannot manage multiple unless we use the old team members bulk manage page, is there something else we need to enable? We have multiple brands configured and cannot seem to associate individual team members to brands. Alina Wright :)

Visualizza commento · Data ultima modifica: 14 nov 2024 · Chris H

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