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Luke Alexander

Entrou em 15 de abr. de 2021

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Última atividade em 11 de abr. de 2023

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Luke Alexander comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

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

Exibir comentário · Publicado 12 de abr. de 2022 · Luke Alexander

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Luke Alexander comentou,

ComentárioCustomer 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?

Exibir comentário · Publicado 02 de dez. de 2021 · Luke Alexander

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Luke Alexander comentou,

ComentárioAI 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.

Exibir comentário · Publicado 02 de jan. de 2021 · Luke Alexander

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Luke Alexander criou uma publicação,

Publicação 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.

Publicado 23 de dez. de 2020 · Luke Alexander

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