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Luke Alexander

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2023년 4월 11일

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님의 최근 활동 Luke Alexander

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Now that markdown bold has suddenly broken in dynamic content, this feature would be even more helpful

댓글 보기 · 2022년 4월 12일에 게시됨 · Luke Alexander

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댓글Customer service best practices and recipes

I don't understand why ticket.requester.language is not possible to reference in liquid for agent signatures. If you have multilingual agents, it should be possible to have not just macros that change language with dynamic content, but also agent signatures. Am I missing something here?

댓글 보기 · 2021년 12월 02일에 게시됨 · Luke Alexander

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댓글AI agents and automation best practices

This set of conditions for tagging tickets as solved doesn't work for me:

  • Ticket | Is | Updated
  • Requester Role | Is | (end user)
  • Current user | Is | (end user)
  • Ticket Status | Changed to | Solved
  • Ticket Channel | Is | Email
  • Ticket Tags | Contains at least one of the following | ab_resolved

Reason being that ticket events states that Zendesk adds ab_resolved in a separate action to the user changing ticket status to solved. Further to this, when Zendesk adds the tag rather than the user, it doesn't always count as a ticket update for some reason so it's impossible to build a trigger around the ab_resolved tag: a vast majority of the time it just won't fire until the ticket updates on close. I wish that this whole feature were baked in rather than organised via triggers. It's so inconsistent.

댓글 보기 · 2021년 1월 02일에 게시됨 · Luke Alexander

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게시물 Feedback - Ticketing system (Support)

The Agent Workspace's default behaviour is to show agents when someone else is viewing the ticket they're working on (via the eye symbol in the top-left of the ticket).

This is usually helpful, but when it comes to live-monitoring agent performance, an agent is likely to act differently when they're aware that their ticket is being viewed.

I'd like to suggest a sort of 'incognito mode' for Zendesk so that managers can monitor agent performance live without them being aware. This was possible in the classic chat dashboard, but is no longer present in the Agent Workspace.

2020년 12월 23일에 게시됨 · Luke Alexander

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