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Matt Russell

Entrou em 13 de jul. de 2022

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Última atividade em 21 de fev. de 2025

Zendesk Luminary

Customer Service Delivery Manager @ Serko, Ltd.

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Atividade mais recente por Matt Russell

Matt Russell comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

We recently activated Messaging (with AI capabilities) on a Brand which requires users to sign in.  We have established end user authentication bridging what I understand is legacy Sunshine Conversation technology into native Zendesk.

 

Our users are noticing that, even with our “Forget History” option enabled (Messaging > [Brand] > Authentication) we are still seeing all history retained within each end user's chatbot window.  This is not desired as not only is it quickly becoming cluttered, but end users are invertedly asking questions within existing tickets, not realizing they need to click the “←” arrow and then New Conversation.

 

Is there scope to bring this Forget History into this area of the product?  

 

Thank you,

-Matt Russell

Exibir comentário · Publicado 04 de fev. de 2025 · Matt Russell

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Matt Russell criou uma publicação,

Publicação Feedback - Ticketing system (Support)

Summary:
The “Ticket Summary” feature is great and really saves our agents time.  Many of the tickets we receive come to us with a standard ticket subject line (Shared Tickets from another instance).  When both looking at list of these tickets and reporting on this via Explore, the attribute “Ticket Subject” for these cases does not give us any indication of what the nature of the ticket is (whereas other webform and email tickets you can generally get an idea what the ticket is about from the subject/title alone) .

Right now, for these (and other tickets) we are going into each ticket and clicking on “Ticket Summary” to generate an AI description of that ticket.  Because Ticket Summary is (currently) not a reportable attribute in Zendesk Explore, we are then taking this generated summary and copy/pasting it to a custom field on the ticket (named “AI Summary”) which we can then report on from Zendesk Explore.  

 

If this could be 

1). automatically generated and 

2). a reportable attribute, 

 

this would save us considerable manual (mindless) effort in allowing us to be able to report on this.  To continue painting the picture, we then take all of these AI Summaries and further use AI (outside of Zendesk) for analysis such as “what are the top 10 themes on why people are reached out to us in the last week" say for a bulk of tickets we export for the week.  This analysis can help us better address tickets that are coming in, etc.  


Thank you,

-Matt Russell

Customer Service Delivery Manager
 

Publicado 23 de jan. de 2025 · Matt Russell

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Matt Russell criou uma publicação,

Publicação Feedback - Ticketing system (Support)

Our Zendesk instance is part of a one-way ticket sharing agreement with another company.  They are able to share tickets from their Zendesk instance into ours.
Many of their tickets that are shared with us are in a language that our staff does not speak, understand, or reply in directly.  


Problem Statement: Like other email and web form-generated tickets, we'd like to have the ability to natively translate text within a Zendesk shared ticket.

 

Expected (where this is possible on web form tickets):
 


Actual (where it is not currently possible on Shared tickets):
 


Thank you,
-Matt Russell
Customer Service Delivery Manager

Publicado 23 de jan. de 2025 · Matt Russell

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Matt Russell comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Looks better now, thank you Chaitali Pathak 

Exibir comentário · Publicado 13 de dez. de 2024 · Matt Russell

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Matt Russell comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

I too am still getting the “You need permission This form can only be viewed by users in the owner's organization” message in Google.
Tried logged into ZD Supoort and private/incognito window.

Exibir comentário · Publicado 12 de dez. de 2024 · Matt Russell

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Matt Russell comentou,

Comentário na comunidadeZendesk EAP - Generative search in Help center

Hi @shawna 

 

I see #12663907 as the dupe tkt under my Activities (open for me).

Exibir comentário · Publicado 20 de nov. de 2024 · Matt Russell

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Matt Russell comentou,

Comentário na comunidadeZendesk EAP - Generative search in Help center

Tatiana you may close this ticket.  I still see that it appears as “Awaiting your reply” from my view but there is no reason I can see why this still needs to be active.

 

Thank you,

-Matt Russell

Customer Service Delivery Manager

Exibir comentário · Publicado 19 de nov. de 2024 · Matt Russell

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Matt Russell comentou,

ComentárioUsing AI agents for messaging

What Hetal Shah said! +1

Exibir comentário · Publicado 19 de nov. de 2024 · Matt Russell

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Matt Russell comentou,

ComentárioAdditional ticket channels

Hi Lisa Kelly FYI, in the first paragraph I noticed the “web messaging channels” link is broken.  It’s pointing to https://support.zendesk.com/hc/en-us/articles/44088277015302

 

-Matt

Exibir comentário · Publicado 18 de set. de 2024 · Matt Russell

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Matt Russell comentou,

ComentárioTicket management

Hello, please mark this as closed.

 

Thank you,
-Matt Russell
Customer Service Delivery Manager

Exibir comentário · Publicado 12 de set. de 2024 · Matt Russell

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