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Jessica Fong

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2022년 9월 05일

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님의 최근 활동 Jessica Fong

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댓글Third party and social messaging channels

Can the email ticket be solved if customers reached out using the social media buttons? Otherwise, we will be doubling the work to serve one customer. Thanks 

댓글 보기 · 2022년 9월 05일에 게시됨 · Jessica Fong

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댓글Using legacy AI agent functionality

I wonder how auto-translate works for answers.

The above article mentioned "You do not need to add training phrases in multiple languages." So even if customers reach out using traditional Chinese, will the bot still be able to translate it and provide "answers" accordingly? Thanks 

댓글 보기 · 2022년 8월 09일에 게시됨 · Jessica Fong

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커뮤니티 댓글 Discussion - Tips and best practices from the community

Hi Team,

I would like to know if it's possible to change the URL of the"HiCircle"in red? We are not going to build a help center but just would like to make sure of the zendesk form, thanks!

 

댓글 보기 · 2022년 5월 26일에 게시됨 · Jessica Fong

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게시물 Q&A - AI and automation

Hi there,

 

May I know if there's a way to make the url as hyperlink in flow builder? As we found that after adding business conditions in flow builder, even if customer would like to leave us a message, it will not create a ticket at all which means we are missing customer's messages. Therefore we would like to send message and inform customer to submit their request via zendesk form instead however I am not sure how to make the url as hyperlink. Your help is much appreciated! 

 

 

2022년 4월 28일에 게시됨 · Jessica Fong

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댓글Third party and social messaging channels

Hi there,

I would like to know how "message request" works in zendesk if we integrated Instagram to messaging? Will it auto accept all the message request and create a ticket for agents to handle? Thank you.

댓글 보기 · 2022년 4월 22일에 게시됨 · Jessica Fong

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Hi Team,

 

I would like to know is there a way to customise the CSAT message in whatsapp? Currently customer has to manual insert GOOD or BAD (and only exact wordings would be count), is there a way to change it to something similar with the CSAT rating for messaging? Thanks

댓글 보기 · 2022년 3월 21일에 게시됨 · Jessica Fong

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댓글Ticket customization

Hi There,

I would like to know if it's possible to add conditions on form level too? For example if I have enabled multiple ticket forms under one help center, end user will be asked to select a ticket form when they try to submit a request (As the picture attached)

Is it possible to add another option in the ticket form drop down list which will direct end user to articles instead of ticket form? E.g. Is it possible to add a new option "I want to claim warranty" but it will direct end user to read article instead of fill in a request form? Thank you

댓글 보기 · 2022년 2월 20일에 게시됨 · Jessica Fong

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댓글Using themes and customizing your Help Center

Hi There,

 

I would like to know how to change the colour of the help center name and language selection under the footer? Thanks

댓글 보기 · 2022년 2월 20일에 게시됨 · Jessica Fong

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커뮤니티 댓글 Feedback - Voice (Talk)

I'd love to have a view on agent's activity log too. Although we have total available time and total talk time however it's still important to know how long people are on specific statues. Especially when everyone is working remotely due to covid, this could definitely help understand our complete agent activity. 

댓글 보기 · 2022년 2월 13일에 게시됨 · Jessica Fong

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댓글Ticket management

Jake Bantz Thanks for sharing. May I know if there's any chance we can change the wording "Please choose your issue below"? Also is it possible to replace it with a dynamic content? Thanks.

댓글 보기 · 2022년 1월 20일에 게시됨 · Jessica Fong

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