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Jeremy Mifsud
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9月27日
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さんの最近のアクティビティ Jeremy Mifsud
Jeremy Mifsudさんがコメントを作成しました:
After contacting support, it looks like tickets that are deleted or marked as spam are also being counted as automated resolutions?
The support team is unable to clearly tell us where our usage is being used. The web-widget bot stores no contextual data and no report/metrics for the amount used by 'deleted tickets', which in my opinion, should not be charged in the first place.
As others may have pointed out, automated resolution after 72 hours is too-harsh, e.g. we don't operate on weekends. That forces us to give a response in 1 business day, and that is assuming there aren't bank holidays before/after weekend.
コメントを表示 · 投稿日時:2024年9月27日 · Jeremy Mifsud
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Jeremy Mifsudさんがコメントを作成しました:
Currently, I'm using the Classic Web Widget. There's no information to see where my automated resolutions are coming from to even see if this is worth. In effect, you are charging us $2 for our users to search something through our Help Centre through the web widget.
コメントを表示 · 投稿日時:2024年5月27日 · Jeremy Mifsud
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Jeremy Mifsudさんがコメントを作成しました:
Hi Chandra, Oh that's interesting?
So to confirm, if a ticket goes to -5 minutes (for example), and an internal note update is done to remove SLA, then a public reply, will no longer constitute as a breach?
コメントを表示 · 投稿日時:2023年12月18日 · Jeremy Mifsud
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Jeremy Mifsudさんがコメントを作成しました:
2023 is almost over, and this functionality "planned for H1 2023" has received no further updates.
It's really as simple as adding a Next Reply Time SLA that does not trigger when the ticket is either "pending" or "on-hold". Would love an update on this
コメントを表示 · 投稿日時:2023年12月17日 · Jeremy Mifsud
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Jeremy Mifsudさんがコメントを作成しました:
I have tried this however this still creates on difficulty:
If we set something to on-hold and "pause", if an end-user follows-up, the Next Reply is due in 0 minutes and that is not feasible. The SLA still breaches.
コメントを表示 · 投稿日時:2023年12月17日 · Jeremy Mifsud
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Jeremy Mifsudさんがコメントを作成しました:
I understand that the ability to create users is intentionally restricted, however this seems like a poor design.
My agents can, from their email e.g. agent@company.com send an email to a new client and cc support@company.com, and the user will be automatically created.
Agents can also access and create tickets to users created outside their groups (and in other brands).
If Zendesk can explain a practical reason why these are limited, I would appreciate it. It feels like a ploy for Zendesk to get more teams to upgrade to Enterprise, which is not feasible for an essential feature that should be included in all plans.
コメントを表示 · 投稿日時:2023年8月19日 · Jeremy Mifsud
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Jeremy Mifsudさんがコメントを作成しました:
Jeremy Mifsudさんが投稿を作成しました:
I want to switch from live chat to messaging and use conversational bots, but struggling with some information on how to set things up (even after spending hours reading articles).
I see that I can set up multiple conversational bots, however can find 0 information about how to trigger which bot and where.
For example, would I be able to set so that one bot is used on our website, and a different bot to be used in our Help Centre? Or two different bots whether someone is logged in (in-app) or not logged in (e.g. on pricing page)?
Any information is appreciated!
投稿日時:2023年8月14日 · Jeremy Mifsud
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Jeremy Mifsudさんがコメントを作成しました:
If I understand correctly, re-assignment of messages it not available for Growth plans?
E.g. if an Agent has 2 messages and disconnects, the message will not be re-assigned? Or can they still be re-assigned manually / through custom triggers?
コメントを表示 · 投稿日時:2023年8月14日 · Jeremy Mifsud
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