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Tim (inactive account)

가입한 날짜: 2022년 3월 23일

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마지막 활동: 2025년 2월 18일

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댓글Ticket automation and collaboration

It seems to be impossible to include or default set the source to the Procedures.

While KB is mostly a customer facing FAQ the procedures are written for the same intent as quick answers, to help agents finding and forming a correct answer within a shorter time frame.

Can Procedures be added as a possible source for quick answers? 

댓글 보기 · 2025년 2월 18일에 게시됨 · Tim (inactive account)

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커뮤니티 댓글 Feedback - Chat and Messaging (Chat)

Ronit Gieske they added something a couple of releases back. Have you tried that? It does the job for me.

댓글 보기 · 2023년 7월 27일에 게시됨 · Tim (inactive account)

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커뮤니티 댓글 Feedback - Chat and Messaging (Chat)

Lisa Tam the link to the help centre article is not working

댓글 보기 · 2023년 3월 27일에 게시됨 · Tim (inactive account)

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커뮤니티 댓글 Feedback - Chat and Messaging (Chat)

That is awesome Lisa! Thanks for the update

댓글 보기 · 2023년 3월 27일에 게시됨 · Tim (inactive account)

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커뮤니티 댓글 Feedback - Chat and Messaging (Chat)

Thank you for the update.

The initial eta was 2022. We are now nearing q2 - 2023 with no time line.

For me, this function is a "Must have" but I am now too invested to not go live. I have been working on the flow builder for the better part of the past 6 months to improve customer experience and lighten our work load on CX. All the while hoping this would be released or at least opt in as Beta early acces.

As it stands now, I am going live with a tool that is possibly going to block customers out of creating tickets through the bot. This will add to phone calls and more tickets with no proper routing and potentially increase workload and decrease customer experience.

I hope this somewhat helps in understanding why most of us feel like this is such a needed function. 

댓글 보기 · 2023년 3월 22일에 게시됨 · Tim (inactive account)

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댓글Zendesk messaging

@Raphaël Péguet 

Make a new brand (eg) "testbrand", then create a Guide-page for that brand.

In admin center go to "Messages" -> "Installation" tab and then activate the "Automatically add Widget to helpcenter" function.

You will have to activate messaging and stuff like you will have to do for all brands. But this will enable you to test your bot. 

댓글 보기 · 2023년 2월 23일에 게시됨 · Tim (inactive account)

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커뮤니티 댓글 Feedback - Help Center (Guide)

That is good news. 

Thanks for the update.

댓글 보기 · 2023년 1월 12일에 게시됨 · Tim (inactive account)

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커뮤니티 댓글 Feedback - Chat and Messaging (Chat)

Hi,

Just dropping a quick anecdote.

I had a meeting about the progress we are making with the Flow builder. At some point the CEO said "This looks like a wall outlet, its ugly. Who designed it?!"

Then I had to defend the fact that it is not something we can change.

I was only able to fully convince all attendees by pulling up this thread. 

What perhaps might be a nice bandage fix is being able to use the logo as the avatar (on/off with checkbox "use as avatar").

 

댓글 보기 · 2022년 12월 19일에 게시됨 · Tim (inactive account)

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게시물 Feedback - Chat and Messaging (Chat)

Hi,

I have been working on creating a flow for our customers. I really aim to help as much customers through the flow builder as possible and I ran into the "1000 step limit".

If I am not mistaken, this cap is there to ensure that there are no performance issues.

That being said, it would be helpful to have a "step counter" somewhere. This will help with planning what to add separately and what steps to compile.

 

2022년 11월 29일에 게시됨 · Tim (inactive account)

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커뮤니티 댓글 Feedback - Chat and Messaging (Chat)

Hi,

Currently I am working on a flow that should allow the customer to find their answers and/or fix the issues they have themselves for a large part.

I am working towards a single source of truth system where we refer to our website instead of copy/paste the info to the guide (I refer to the website in the guide aswell). Examples of this are the cookie policy, terms and conditions but also our "warranty explained" topic. 

Not being able to use hyperlinks for customers to click on is making this really difficult.

I have the following options:

1. I have to paste all the info in the bot which is not an option when it is a rather long message. (which they all are)

2. The other option is that I create an article... often multiple articles needed... and there goes my single source of truth :(

3. Another options is to forward the customer to an article in the guide where we forward the customer to the website. 

4. let the customer type the link...

1, 3 and 4 are really customer unfriendly! and option 2 is really bad from a company perspective.

Is this something that can be fixed? Or is there a workaround that I am overlooking? 

 

edit: Another issue I ran into is that we have an instruction video on how to repair a torch, we can not link to the video now.

댓글 보기 · 2022년 11월 15일에 편집됨 · Tim (inactive account)

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