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Kyna (Ky)

가입한 날짜: 2021년 4월 16일

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마지막 활동: 2024년 5월 28일

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님의 최근 활동 Kyna (Ky)

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커뮤니티 댓글 Feedback - Chat and Messaging (Chat)

I agree with this post.

The bot should ask to clarify with words or phrases instead of firing answers that are completely unrelated to the customer's concern.

I am also surprised that there is no feature like this to help train the bot to have better understanding of what intents should be related to certain answers. Aside from this great idea by Rachel, there should also be an exclude list or blacklist like how your Triggers and Automations have the feature that specifies how a ticket comment must not contain certain words or phrases for the answer not to fire.

For example say there are 2 types of verification processes.

1. ID verification
2. Address verification

The moment a customer types something like "add verification" it would still fire ID verification. For flows in which terminology is very close, it would be helpful if we can have blacklists. Also, since there are a lot of cases where answers fired are unrelated, just the ability to exclude certain words from which we see an incorrect pattern would greatly help avoid inconvenience to customers.

댓글 보기 · 2024년 3월 05일에 게시됨 · Kyna (Ky)

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커뮤니티 댓글 Feedback - Reporting and analytics (Explore)

This feature is what we're looking for as well.


We have a custom metric measuring Median Response Time / duration between status changes when an end-user replies. However, it can only measure in Calendar Hours since it's a custom metric.

This would be more accurate for us than just looking at the native First Reply Time in Business hours.

댓글 보기 · 2024년 2월 29일에 게시됨 · Kyna (Ky)

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댓글Chat best practices and recipes

Agree with Mira and Chloe. This is a feature NEEDED for live messaging.

댓글 보기 · 2023년 9월 01일에 게시됨 · Kyna (Ky)

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게시물 Feedback - Ticketing system (Support)

Ideal outcome: If an agent mentions a word from the blacklist, the public comment will not be sent or will be automatically sent as an Internal Note so that the End User does not receive the message.

Purpose: It would save our team a lot of trouble if there was a feature that allows us to filter words (blacklist) that are not allowed to be said to customers.

Samples of this would be internal terms/SOPs or confidential information that should not be mentioned to customers (end users), any profanity/vulgar words, sensitive topics.

2023년 4월 12일에 게시됨 · Kyna (Ky)

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댓글Explore recipes

Hi! Anyone else encountered issues with data pulled from the Time Tracking app? We have 0 data about Status time, etc since Apr 26, 2022. Any dates prior to Apr 26 have complete populated data.

댓글 보기 · 2022년 5월 10일에 게시됨 · Kyna (Ky)

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커뮤니티 댓글 Feedback - Ticketing system (Support)

This would be very helpful for our team!
Same use case as Tyler above.

댓글 보기 · 2021년 10월 08일에 게시됨 · Kyna (Ky)

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댓글AI agents and automation best practices

Hi Zendesk team!

I was thinking that using conditional Fields together with the AnswerBot via Web Channel might be a good way to filter AnswerBot article suggestions. 

Is there a way for me to do this currently?
Example on the Web form, I have a Ticket Field which has a corresponding tag. Could this tag be used as a label for the article so that AnswerBot fires it as a suggestion every time the specific answer to a Ticket Field is selected by the end user? 


댓글 보기 · 2021년 5월 31일에 게시됨 · Kyna (Ky)

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Hi Greg, 

I tried your suggestion, but unfortunately did not get the expected result. If I do make an Organization specific for my external email address, where should I set the rules that would look at the Organization of the CCed email address? 

Would you know if there currently is a way for Zendesk to detect the organization of cced email addresses? I understand it only looks at the organization of the requester, in this case, our end-users and not the cced external email address.

Thanks.

댓글 보기 · 2021년 5월 28일에 게시됨 · Kyna (Ky)

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게시물 Feedback - Ticketing system (Support)

We applied the Email Forwarding feature of Zendesk so that emails received from customers through our external (non-Zendesk) email is integrated into our Zendesk platform by creating a ticket for each email.

When this happens, our external email address is included as a CC to the ticket. This email of ours is only a CC in the ticket as it is not a registered Support address on our Zendesk account. It simply forwards emails to one of our registered Zendesk Support addresses.

We want to make a Trigger or Automation with the condition filtering all emails we have with our external email as a CC. However, Zendesk only has the option to filter out registered support emails via the Received at condition.

It would be an easy solve for us if we just register our external email as a support email for our Zendesk account. However, adjusting the way our external email is set up may cause issues with how we receive emails so we are trying to avoid this.

Hoping that you could add CCs as one of the possible conditions for Triggers and Automations.

2021년 5월 26일에 게시됨 · Kyna (Ky)

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