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Andrew Lee

Data ingresso 16 ott 2023

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Ultima attività 30 gen 2025

Solutions Consultant at Zerviz, a premier Zendesk Partner

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Ultima attività di Andrew Lee

Andrew Lee ha commentato,

CommentoTicket automation and collaboration

Is there a way to classify a ticket with a tag to indicate that a Suggested Reply was offered?

Visualizza commento · Data ultimo post: 14 ott 2024 · Andrew Lee

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Andrew Lee ha commentato,

Commento nella communityZendesk EAP - Entity detection

+1 it would be good to use entity detection to detect Regex situations: 

 

Example - 

  • Client needs to detect a 6-digit unique system ID
  • Current functionality of Entity detection works on dropdown-type Ticket Fields, but dropdown can only have up to 2,000 options.  So if there are more than 2,000 unique system IDs, then dropdown-type Ticket Field isn't usable
  • Instead, it would be better to have Regex detection (layered with AI) to identify 6-digit strings. This is currently possible in other 3rd-party apps in the Zendesk marketplace

Visualizza commento · Data ultimo post: 20 set 2024 · Andrew Lee

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Andrew Lee ha commentato,

CommentoTicket automation and collaboration

+1 to Yaniv, looking for the entity detection to be able to catch on synonyms or slight misspellings.

 

Example

- entity: Nikon D7500

- variation that should still classify with the same entity: nikoond7500, d7500, nd7500, etc.

 

Visualizza commento · Data ultimo post: 30 ago 2024 · Andrew Lee

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Andrew Lee ha commentato,

CommentoThird party and social messaging channels

Is there a demo or other environment showcasing WeChat as a messaging channel?

I've run into issues creating my own demo account due to the restrictions around creating new WeChat accounts in the first place.

Visualizza commento · Data ultimo post: 23 lug 2024 · Andrew Lee

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Andrew Lee ha commentato,

CommentoGlobal security and user access

Any consideration or development of deletion schedules based on Ticket Comments?

Example - 1 week after ticket close, delete any Comments containing Email Address

Visualizza commento · Data ultimo post: 16 mag 2024 · Andrew Lee

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Andrew Lee ha creato un post,

Post Feedback - Zendesk AI and automation

Macro Suggestions doesn't work when Bulk Update is used on tickets. An example of the scenario:

  • One-off Bulk Update of tickets (eg, 50 tickets to notify customer about update on an outage)
  • The same Public Comment is used on all 50 tickets
  • Macro Suggestions picks up this specific comment as a Suggestion, which is not very useful

Would be interested in seeing how ticket comments updated via Bulk are “de-weighted” so to speak.

Data ultimo post: 27 mar 2024 · Andrew Lee

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Andrew Lee ha commentato,

Commento nella community Feedback - Chat and Messaging (Chat)

Visualizza commento · Data ultimo post: 07 mar 2024 · Andrew Lee

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Andrew Lee ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Would be awesome to see this included under ADPP

Visualizza commento · Data ultimo post: 04 mar 2024 · Andrew Lee

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Andrew Lee ha commentato,

Commento nella community Q&A - Tickets and email

Hey Jimmy! Not sure if you ever got this question figured out, but helpful to put this out in public for the hivemind.

The best practice is to have "Account Name" be a custom ticket field of Lookup Relationship type. Once you do that, you can select the Organizations in Zendesk as the field values - 

 

Visualizza commento · Data ultimo post: 16 ott 2023 · Andrew Lee

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