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Tim (inactive account)

参加日2022年3月23日

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前回のアクティビティ2025年2月18日

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Tim (inactive account)さんがコメントを作成しました:

コメントTicket automation and collaboration

It seems to be impossible to include or default set the source to the Procedures.

While KB is mostly a customer facing FAQ the procedures are written for the same intent as quick answers, to help agents finding and forming a correct answer within a shorter time frame.

Can Procedures be added as a possible source for quick answers? 

コメントを表示 · 投稿日時:2025年2月18日 · Tim (inactive account)

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Tim (inactive account)さんがコメントを作成しました:

コミュニティのコメント Feedback - Chat and Messaging (Chat)

Ronit Gieske they added something a couple of releases back. Have you tried that? It does the job for me.

コメントを表示 · 投稿日時:2023年7月27日 · Tim (inactive account)

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Tim (inactive account)さんがコメントを作成しました:

コミュニティのコメント Feedback - Chat and Messaging (Chat)

Lisa Tam the link to the help centre article is not working

コメントを表示 · 投稿日時:2023年3月27日 · Tim (inactive account)

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Tim (inactive account)さんがコメントを作成しました:

コミュニティのコメント Feedback - Chat and Messaging (Chat)

That is awesome Lisa! Thanks for the update

コメントを表示 · 投稿日時:2023年3月27日 · Tim (inactive account)

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Tim (inactive account)さんがコメントを作成しました:

コミュニティのコメント Feedback - Chat and Messaging (Chat)

Thank you for the update.

The initial eta was 2022. We are now nearing q2 - 2023 with no time line.

For me, this function is a "Must have" but I am now too invested to not go live. I have been working on the flow builder for the better part of the past 6 months to improve customer experience and lighten our work load on CX. All the while hoping this would be released or at least opt in as Beta early acces.

As it stands now, I am going live with a tool that is possibly going to block customers out of creating tickets through the bot. This will add to phone calls and more tickets with no proper routing and potentially increase workload and decrease customer experience.

I hope this somewhat helps in understanding why most of us feel like this is such a needed function. 

コメントを表示 · 投稿日時:2023年3月22日 · Tim (inactive account)

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Tim (inactive account)さんがコメントを作成しました:

コメントZendesk messaging

@Raphaël Péguet 

Make a new brand (eg) "testbrand", then create a Guide-page for that brand.

In admin center go to "Messages" -> "Installation" tab and then activate the "Automatically add Widget to helpcenter" function.

You will have to activate messaging and stuff like you will have to do for all brands. But this will enable you to test your bot. 

コメントを表示 · 投稿日時:2023年2月23日 · Tim (inactive account)

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Tim (inactive account)さんがコメントを作成しました:

コミュニティのコメント Feedback - Help Center (Guide)

That is good news. 

Thanks for the update.

コメントを表示 · 投稿日時:2023年1月12日 · Tim (inactive account)

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Tim (inactive account)さんがコメントを作成しました:

コミュニティのコメント Feedback - Chat and Messaging (Chat)

Hi,

Just dropping a quick anecdote.

I had a meeting about the progress we are making with the Flow builder. At some point the CEO said "This looks like a wall outlet, its ugly. Who designed it?!"

Then I had to defend the fact that it is not something we can change.

I was only able to fully convince all attendees by pulling up this thread. 

What perhaps might be a nice bandage fix is being able to use the logo as the avatar (on/off with checkbox "use as avatar").

 

コメントを表示 · 投稿日時:2022年12月19日 · Tim (inactive account)

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Tim (inactive account)さんが投稿を作成しました:

投稿 Feedback - Chat and Messaging (Chat)

Hi,

I have been working on creating a flow for our customers. I really aim to help as much customers through the flow builder as possible and I ran into the "1000 step limit".

If I am not mistaken, this cap is there to ensure that there are no performance issues.

That being said, it would be helpful to have a "step counter" somewhere. This will help with planning what to add separately and what steps to compile.

 

投稿日時:2022年11月29日 · Tim (inactive account)

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Tim (inactive account)さんがコメントを作成しました:

コミュニティのコメント Feedback - Chat and Messaging (Chat)

Hi,

Currently I am working on a flow that should allow the customer to find their answers and/or fix the issues they have themselves for a large part.

I am working towards a single source of truth system where we refer to our website instead of copy/paste the info to the guide (I refer to the website in the guide aswell). Examples of this are the cookie policy, terms and conditions but also our "warranty explained" topic. 

Not being able to use hyperlinks for customers to click on is making this really difficult.

I have the following options:

1. I have to paste all the info in the bot which is not an option when it is a rather long message. (which they all are)

2. The other option is that I create an article... often multiple articles needed... and there goes my single source of truth :(

3. Another options is to forward the customer to an article in the guide where we forward the customer to the website. 

4. let the customer type the link...

1, 3 and 4 are really customer unfriendly! and option 2 is really bad from a company perspective.

Is this something that can be fixed? Or is there a workaround that I am overlooking? 

 

edit: Another issue I ran into is that we have an instruction video on how to repair a torch, we can not link to the video now.

コメントを表示 · 編集日時:2022年11月15日 · Tim (inactive account)

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