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Emily Hillerman
参加日2021年10月16日
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前回のアクティビティ2024年10月16日
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さんの最近のアクティビティ Emily Hillerman
Emily Hillermanさんがコメントを作成しました:
How can we allow view only access to tickets in a private group to those not in that group? When I adjust the custom role to allow them access to all tickets, including those within private groups, it gives those outside that private group the ability to edit those tickets which defeats the purpose of “private.”
コメントを表示 · 投稿日時:2024年10月16日 · Emily Hillerman
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Emily Hillermanさんがコメントを作成しました:
Are there any recommendations on beefing up the knowledge base to enhance the generative answer reliability? For instance, is it better to add more labels wherever possible?
コメントを表示 · 投稿日時:2024年5月06日 · Emily Hillerman
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Emily Hillermanさんがコメントを作成しました:
- Quality of your knowledge base - Because generative answers are based on your help center and external content, the quality of the quick answer depends on the quality of your knowledge base.
What external content is generative answers pulling from? Are there any suggestions for the help desk content to improve the accuracy or the ability for generative answers to find the right data to create the answer?
コメントを表示 · 投稿日時:2024年5月06日 · Emily Hillerman
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Emily Hillermanさんがコメントを作成しました:
Barry Neary Thank you for that update. You state “the plan.” Is this a change that will be coming out later? If so, approximately when do we expect that feature to be available?
コメントを表示 · 投稿日時:2024年5月01日 · Emily Hillerman
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Emily Hillermanさんがコメントを作成しました:
How will omni-channel routing work with Tymeshift scheduling? I have Tymeshift setup to assign agents to different workflows based on forecasted volume. Will omni-channel pay attention to the Tymeshift scheduling and only assign them tickets within whatever workflow they are assigned at the time? I wouldn't want someone currently on the schedule to work emails or to work on outside of Zendesk tasks to have a phone call ring in, for example.
コメントを表示 · 投稿日時:2024年4月30日 · Emily Hillerman
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Emily Hillermanさんがコメントを作成しました:
Is there any plan to allow for any exceptions? We would like to delete all tickets after a certain time frame, with an exception of certain model numbers which we have setup as a customer field in our Zendesk forms.
コメントを表示 · 投稿日時:2023年11月06日 · Emily Hillerman
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Emily Hillermanさんがコメントを作成しました:
Will there be any plans for the tickets to automatically generate a summary once they are closed that can be pulled from explore? When we are reviewing potential issues and problems, having a summarization of each ticket would be very valuable as opposed to having someone manually review all tickets matching certain criteria.
コメントを表示 · 投稿日時:2023年6月08日 · Emily Hillerman
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Emily Hillermanさんがコメントを作成しました:
I've not tried it, but I think this might work.
1. Ensure that Zendesk is creating a ticket for every abandoned call.
2. Have a way to identify that abandoned call (we use a generic "Abandoned Call" call type and then add a tag based on where in the process the call was abandoned.
3. Create a trigger that looks for call type= abandoned call; Within business hours = No, then under actions, send a text to the requester.
Now, the customer would not have verified their phone #, so it's possible the number they are calling from is not one that can receive texts, in which case the text will fail.
コメントを表示 · 投稿日時:2023年4月22日 · Emily Hillerman
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Emily Hillermanさんがコメントを作成しました:
Is it possible to have one help center linked to multiple websites? For instance, if I want it on the brand specific website, as well as on the parent company website.
コメントを表示 · 投稿日時:2023年2月20日 · Emily Hillerman
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Emily Hillermanさんがコメントを作成しました:
Oh my goodness - of course that is correct. I'm not sure what I was thinking. The trigger is active and working as it should. Thank you.
コメントを表示 · 投稿日時:2023年1月05日 · Emily Hillerman
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