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Andrew Lee

가입한 날짜: 2023년 10월 16일

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마지막 활동: 2025년 1월 30일

Solutions Consultant at Zerviz, a premier Zendesk Partner

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댓글Ticket automation and collaboration

Is there a way to classify a ticket with a tag to indicate that a Suggested Reply was offered?

댓글 보기 · 2024년 10월 14일에 게시됨 · Andrew Lee

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커뮤니티 댓글Zendesk EAP - Entity detection

+1 it would be good to use entity detection to detect Regex situations: 

 

Example - 

  • Client needs to detect a 6-digit unique system ID
  • Current functionality of Entity detection works on dropdown-type Ticket Fields, but dropdown can only have up to 2,000 options.  So if there are more than 2,000 unique system IDs, then dropdown-type Ticket Field isn't usable
  • Instead, it would be better to have Regex detection (layered with AI) to identify 6-digit strings. This is currently possible in other 3rd-party apps in the Zendesk marketplace

댓글 보기 · 2024년 9월 20일에 게시됨 · Andrew Lee

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댓글Ticket automation and collaboration

+1 to Yaniv, looking for the entity detection to be able to catch on synonyms or slight misspellings.

 

Example

- entity: Nikon D7500

- variation that should still classify with the same entity: nikoond7500, d7500, nd7500, etc.

 

댓글 보기 · 2024년 8월 30일에 게시됨 · Andrew Lee

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댓글Third party and social messaging channels

Is there a demo or other environment showcasing WeChat as a messaging channel?

I've run into issues creating my own demo account due to the restrictions around creating new WeChat accounts in the first place.

댓글 보기 · 2024년 7월 23일에 게시됨 · Andrew Lee

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댓글Global security and user access

Any consideration or development of deletion schedules based on Ticket Comments?

Example - 1 week after ticket close, delete any Comments containing Email Address

댓글 보기 · 2024년 5월 16일에 게시됨 · Andrew Lee

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게시물 Feedback - Zendesk AI and automation

Macro Suggestions doesn't work when Bulk Update is used on tickets. An example of the scenario:

  • One-off Bulk Update of tickets (eg, 50 tickets to notify customer about update on an outage)
  • The same Public Comment is used on all 50 tickets
  • Macro Suggestions picks up this specific comment as a Suggestion, which is not very useful

Would be interested in seeing how ticket comments updated via Bulk are “de-weighted” so to speak.

2024년 3월 27일에 게시됨 · Andrew Lee

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커뮤니티 댓글 Feedback - Chat and Messaging (Chat)

댓글 보기 · 2024년 3월 07일에 게시됨 · Andrew Lee

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Would be awesome to see this included under ADPP

댓글 보기 · 2024년 3월 04일에 게시됨 · Andrew Lee

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커뮤니티 댓글 Q&A - Tickets and email

Hey Jimmy! Not sure if you ever got this question figured out, but helpful to put this out in public for the hivemind.

The best practice is to have "Account Name" be a custom ticket field of Lookup Relationship type. Once you do that, you can select the Organizations in Zendesk as the field values - 

 

댓글 보기 · 2023년 10월 16일에 게시됨 · Andrew Lee

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