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Arno (EMEA Partner)
Entrou em 15 de abr. de 2021
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Última atividade em 24 de fev. de 2025
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Atividade mais recente por Arno (EMEA Partner)
Arno (EMEA Partner) comentou,
Has any one found a solution for support for multiple languages? If you are supporting customers with more than one language, and wish to communicate with user's language, you cannot use these triggers at the moment? Any workarounds avaiblable?
Exibir comentário · Publicado 24 de fev. de 2025 · Arno (EMEA Partner)
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Arno (EMEA Partner) comentou,
We have noted same issue, and it is simply unnecessary action to remove the other agents to avoid unnecessary emails to be sent, and easy to forget. It is our team that is discussing with a third party to solve an issue on the side conversation, not a specific agent.
If agent address added as cc is not removed, it also reveals direct email addresses of our agents to the discussed party, which is not what we want, definitely not. Third parties should always discuss only with our service address and we reveal personal contact information for our agents only if it is absolutely required.
Should our agent wish include another person in the discussion personnally (allow discussion outside our Zendesk connecting personal emails), they could do that, if they need to. They do not expect to do Reply All.
We do not need any notifications for side conversations to agent personal address, and we have taken steps to disable unnecessary email notifications for side conversations. When Zendesk adds automatically agent as CC, we cannot avoid unnecessary emails.
To extend this feature a bit, Admin should be a able disable revealing agent personal email address to discussed party to make sure it does not happen by Zendesk automatically. Same way Alias can be used to hide actual name, which is very important to some of our customers, actually a real safety issue. It would be good, if also agent could be able to define (or setting on agent level), whether his/her email address can be shared by Zendesk.
Exibir comentário · Editado 14 de dez. de 2024 · Arno (EMEA Partner)
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Arno (EMEA Partner) comentou,
For option titles I would like to see support to define translations by our selves as well. Option titles are usually short, and autotranslation seems to loose context when translating.
Exibir comentário · Publicado 26 de nov. de 2024 · Arno (EMEA Partner)
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Arno (EMEA Partner) comentou,
Noting that even with longer texts terminology used in translations change to different context, like the Bot flow would not not be translated as whole having specific context, but each text translated single separate string. It would be great, if you could somehow define the context for the translations, like “apartment rental” or “car dealership”, and translations would use terminology in translations accordingly. Maybe not the best example, as these might not have overlapping terminology, but hopefully the idea is clear.
Exibir comentário · Publicado 29 de out. de 2024 · Arno (EMEA Partner)
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Arno (EMEA Partner) comentou,
I would also like to see that Option titles and Button titles would support own translatations. The shorter the text is, it is more likely that translations loose context, leading to odd translations, and poor user experience.
Exibir comentário · Publicado 29 de out. de 2024 · Arno (EMEA Partner)
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Arno (EMEA Partner) comentou,
I would be also interested in possible solution to this issue.
Exibir comentário · Publicado 12 de jun. de 2024 · Arno (EMEA Partner)
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Arno (EMEA Partner) comentou,
Has anyone found a solution to this? We are have issues BOT finding results by “higher logic”, non-relevant flows if it matches even single word, blocking relevant articles related to customer question. Are we doing something wrong, is there a way around this?
Exibir comentário · Publicado 12 de jun. de 2024 · Arno (EMEA Partner)
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Arno (EMEA Partner) comentou,
Noted, that if we have an attachment in first article, and then we add link to that attachment in second article, Zendesk Guide automatically adds that same attachment as copy with new id to the second article.
We would just want to link the attachment from first article in the text of second article, and we would not want the attachment to appear in second article.
Is this "cloning of attachments" intended behaviour, and could it be avoided somehow?
Exibir comentário · Publicado 22 de mar. de 2024 · Arno (EMEA Partner)
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Arno (EMEA Partner) comentou,
Does anyone know, how to identify when ticket is created by email based on closed ticket (follow-up by email)?
I would really need to identify these cases as separate from from follow-ups from Guide / ticket view, but cannot find a way.
For example conditions: Ticket IS created + Channel IS closed ticket + Updated via IS email conditions do not match to these tickets created.
Exibir comentário · Publicado 20 de mar. de 2024 · Arno (EMEA Partner)
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Arno (EMEA Partner) comentou,
Is there ETA for for Finnish language? I noted that Swedish language is already there.
Exibir comentário · Publicado 13 de mar. de 2024 · Arno (EMEA Partner)
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