最近の検索


最近の検索はありません

Matt Russell's Avatar

Matt Russell

参加日2022年7月13日

·

前回のアクティビティ2025年2月21日

Zendesk Luminary

Customer Service Delivery Manager @ Serko, Ltd.

フォロー中

0

フォロワー

0

合計アクティビティ

77

投票

23

受信登録

31

アクティビティの概要

さんの最近のアクティビティ Matt Russell

Matt Russell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)

We recently activated Messaging (with AI capabilities) on a Brand which requires users to sign in.  We have established end user authentication bridging what I understand is legacy Sunshine Conversation technology into native Zendesk.

 

Our users are noticing that, even with our “Forget History” option enabled (Messaging > [Brand] > Authentication) we are still seeing all history retained within each end user's chatbot window.  This is not desired as not only is it quickly becoming cluttered, but end users are invertedly asking questions within existing tickets, not realizing they need to click the “←” arrow and then New Conversation.

 

Is there scope to bring this Forget History into this area of the product?  

 

Thank you,

-Matt Russell

コメントを表示 · 投稿日時:2025年2月04日 · Matt Russell

0

フォロワー

1

投票

0

コメント


Matt Russellさんが投稿を作成しました:

投稿 Feedback - Ticketing system (Support)

Summary:
The “Ticket Summary” feature is great and really saves our agents time.  Many of the tickets we receive come to us with a standard ticket subject line (Shared Tickets from another instance).  When both looking at list of these tickets and reporting on this via Explore, the attribute “Ticket Subject” for these cases does not give us any indication of what the nature of the ticket is (whereas other webform and email tickets you can generally get an idea what the ticket is about from the subject/title alone) .

Right now, for these (and other tickets) we are going into each ticket and clicking on “Ticket Summary” to generate an AI description of that ticket.  Because Ticket Summary is (currently) not a reportable attribute in Zendesk Explore, we are then taking this generated summary and copy/pasting it to a custom field on the ticket (named “AI Summary”) which we can then report on from Zendesk Explore.  

 

If this could be 

1). automatically generated and 

2). a reportable attribute, 

 

this would save us considerable manual (mindless) effort in allowing us to be able to report on this.  To continue painting the picture, we then take all of these AI Summaries and further use AI (outside of Zendesk) for analysis such as “what are the top 10 themes on why people are reached out to us in the last week" say for a bulk of tickets we export for the week.  This analysis can help us better address tickets that are coming in, etc.  


Thank you,

-Matt Russell

Customer Service Delivery Manager
 

投稿日時:2025年1月23日 · Matt Russell

3

フォロワー

4

投票

2

コメント


Matt Russellさんが投稿を作成しました:

投稿 Feedback - Ticketing system (Support)

Our Zendesk instance is part of a one-way ticket sharing agreement with another company.  They are able to share tickets from their Zendesk instance into ours.
Many of their tickets that are shared with us are in a language that our staff does not speak, understand, or reply in directly.  


Problem Statement: Like other email and web form-generated tickets, we'd like to have the ability to natively translate text within a Zendesk shared ticket.

 

Expected (where this is possible on web form tickets):
 


Actual (where it is not currently possible on Shared tickets):
 


Thank you,
-Matt Russell
Customer Service Delivery Manager

投稿日時:2025年1月23日 · Matt Russell

6

フォロワー

5

投票

2

コメント


Matt Russell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 - Ticketing system (Support)

Looks better now, thank you Chaitali Pathak 

コメントを表示 · 投稿日時:2024年12月13日 · Matt Russell

0

フォロワー

0

投票

0

コメント


Matt Russell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 - Ticketing system (Support)

I too am still getting the “You need permission This form can only be viewed by users in the owner's organization” message in Google.
Tried logged into ZD Supoort and private/incognito window.

コメントを表示 · 投稿日時:2024年12月12日 · Matt Russell

0

フォロワー

0

投票

0

コメント


Matt Russell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Zendesk EAP - Generative search in Help center

Hi @shawna 

 

I see #12663907 as the dupe tkt under my Activities (open for me).

コメントを表示 · 投稿日時:2024年11月20日 · Matt Russell

0

フォロワー

0

投票

0

コメント


Matt Russell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Zendesk EAP - Generative search in Help center

Tatiana you may close this ticket.  I still see that it appears as “Awaiting your reply” from my view but there is no reason I can see why this still needs to be active.

 

Thank you,

-Matt Russell

Customer Service Delivery Manager

コメントを表示 · 投稿日時:2024年11月19日 · Matt Russell

0

フォロワー

0

投票

0

コメント


Matt Russellさんがコメントを作成しました:

コメントUsing AI agents for messaging

What Hetal Shah said! +1

コメントを表示 · 投稿日時:2024年11月19日 · Matt Russell

0

フォロワー

0

投票

0

コメント


Matt Russellさんがコメントを作成しました:

コメントAdditional ticket channels

Hi Lisa Kelly FYI, in the first paragraph I noticed the “web messaging channels” link is broken.  It’s pointing to https://support.zendesk.com/hc/en-us/articles/44088277015302

 

-Matt

コメントを表示 · 投稿日時:2024年9月18日 · Matt Russell

0

フォロワー

0

投票

0

コメント


Matt Russellさんがコメントを作成しました:

コメントTicket management

Hello, please mark this as closed.

 

Thank you,
-Matt Russell
Customer Service Delivery Manager

コメントを表示 · 投稿日時:2024年9月12日 · Matt Russell

0

フォロワー

0

投票

0

コメント