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小林正左子
参加日2021年4月15日
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前回のアクティビティ2025年1月28日
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さんの最近のアクティビティ 小林正左子
小林正左子さんが投稿を作成しました:
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
At the moment, I understand that it takes about three days for the conversation log to be reflected.
Since I started using the conversation log, I feel that this is too slow, and even if it is difficult to do immediately, I would like it to be reflected after one day.
For some reason, it seems that the log is reflected after a few hours when it is forwarded to an agent.
What problem do you see this solving? (1-2 sentences)
You can quickly respond to requests for training in messaging responses, and you can also quickly respond to requests to fix problems in the flow.
Thanks.
編集日時:2025年1月21日 · 小林正左子
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小林正左子さんが投稿を作成しました:
Original article:https://support.zendesk.com/hc/en-us/articles/8356594785050-Announcing-enhanced-Explore-performance-with-a-37-month-data-retention-limit
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.].
I was stunned when I saw this announcement.
This is not an enhancement, it's not anything, it's nothing but a downgrade.
If you make announcements like this after the fact, I would not have renewed my contract with your company.
Who is affected?
It's obvious. It affects agents, administrators, and management.
And there is something that has been bothering me for a long time.
I'm wondering why you decided to implement this measure.
The reason is not clear, and you are trying to cover it up with the vague reason of “to improve the speed of loading reports”.
Is it to reduce the load on the processing server? Is it to reduce your server costs?
We are paying you a large amount of money.
What problem do you see this solving?
As it is, I don't think your customers will have any problems unless you put restrictions on the data, right?
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?
This will have an impact from now on, right?
Even if it's more than three years ago, it's still our customer's history.
So why are you restricting us from viewing that data when we're not doing anything wrong?
What would be your ideal solution to this problem? How would it work or function?
It is not to impose restrictions as they are now.
Thanks.
編集日時:2025年1月08日 · 小林正左子
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小林正左子さんがコメントを作成しました:
Hi, Jeff Curran
Thank you for your response.
I have a few questions for you.
1. You explained that "choosing the 'Suspend functionality' option means that inquiries will be routed to an agent instead of incurring additional costs beyond your current entitlement." However, isn't "incurring additional costs beyond your current entitlement" incorrect? Shouldn't it be "no additional costs will be incurred beyond your current entitlement" instead?
2. You mentioned that "article recommendations in the web form have not always been free." Could you tell me where this explanation was provided to us customers? Also, is my understanding correct that these article recommendations refer to auto-replies?
Thanks.
コメントを表示 · 投稿日時:2024年12月16日 · 小林正左子
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小林正左子さんがコメントを作成しました:
Hi.
If you want to avoid incurring additional costs, you can control usage from the Management Center, but when I checked that page, it was as follows.
- Maintain functionality and allow usage overage
Impact on service
- AI agents, including bots, will continue to respond to customers, saving agent time and improving the customer experience
Cost
- Higher rates will apply for usage overage
- Suspend the feature and do not allow overage usage
Impact on service
- AI agents, including bots, will not be able to respond to customers until auto-resolution is added
- The number of requests forwarded to live agents will increase, resulting in increased first reply time and backlog
- Auto-reply with article and auto-reply for intelligent triage will not be available for triggers
- Web form recommended article suggestions will not be available
Cost
- No additional cost
If you choose “Suspend functionality and do not allow overage”, won't that mean that the bot won't be able to respond to customers?
The increase in agent transfers is probably because, since the bot's automated responses are not available, customers have no choice but to ask an agent, and that's why there is an increase.
I also don't understand why the recommended articles for web forms can no longer be used. They were originally free, so why tie them in with the bot? It's a feature that's almost completely unrelated.
I don't understand this pricing structure at all.
コメントを表示 · 編集日時:2024年12月10日 · 小林正左子
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小林正左子さんが投稿を作成しました:
Hi, Team.
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
It would be good if a mechanical message like “The conversation has ended due to system detection. It cannot be used for a certain period of time” was displayed.
What problem do you see this solving? (1-2 sentences)
1.When the paused requester makes a new inquiry via messaging, the message “Connecting to the operator” is displayed, but the connection is never made and the requester is left hanging.
2.The agent cannot detect the messages entered by the user after the pause or the re-inquiry attacks. The end user will simply be unable to connect, and this could lead to the build-up of hate or attacks in other channels.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Although it hasn't affected me so far,
it is effective as an emergency measure for users who repeatedly post abusive comments or a series of dangerous images. Leaving it stopped is extremely dangerous.
I think.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No, it seems that we will have to use it after carefully considering when to use it.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
As I mentioned at the beginning, I think it would be better to display a message to end users to the effect that chatting is prohibited.
I think this pause function is good, so I hope you will consider further improvements.
Thanks.
投稿日時:2024年10月31日 · 小林正左子
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小林正左子さんが投稿を作成しました:
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.].
This is a problem with the UI when sorting macros (editing the order), but there is a list of about 100 macros on one page.
If you are simply swapping a few macros at the top and bottom of the list, there is no problem with the current state, but if you are swapping macros that span multiple pages, you may be wondering how to do it.
As there is no page navigation, you will need to edit the URL to find the macro or position you are looking for.
What problem do you see this solving?
Previously, when you selected the macro you wanted to move, a list of macros would pop up, and you could set which position you wanted to move it to, but at the moment, this method is difficult to use to set the position, and it is a hassle.
What would be your ideal solution to this problem? How would it work or function?
We have a lot of macros and they are frequently replaced, so we would like you to consider a UI that is easy to use.
投稿日時:2024年10月08日 · 小林正左子
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小林正左子さんが投稿を作成しました:
Hi, development team.
The following article update came into force recently.
Announcing improved messaging backend for messaging customers (updated)
- In the article, changes to agent aliases are included, which is currently our problem.
The name of the support profile can be changed, but this will cause a significant disruption to our internal work as the 'other than my real name' will be displayed when responding outside of the 'Messaging' tool. - The company has been aware of the need to use a name other than their real name in the support process, but it is difficult to understand why this functionality has been removed.
- We would like to see an alternative to the use of the display name immediately.
Further improvements should be considered.
Thanks.
投稿日時:2024年8月20日 · 小林正左子
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小林正左子さんがコメントを作成しました:
We, too, struggle with this issue.
I don't know where it got in, but it registers an account without my permission.
We feel that this is a security issue, although it does no real harm to us.
We asked ZD to investigate, but they said that there are no old logs, and even the most recent logs are limited in their ability to track, so we have no idea where they got into the system.
コメントを表示 · 投稿日時:2024年4月12日 · 小林正左子
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小林正左子さんがコメントを作成しました:
Hassan.
Which of your Knots.io products can be used as the same functionality as the "Cancel Ticket Submit" app?
I looked at the page but could not determine.
Now that we know which products are popular, please let us know which products have the same functionality.
コメントを表示 · 投稿日時:2024年4月03日 · 小林正左子
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