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Kerry Charlton
已加入2021年4月15日
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最后活动2025年2月20日
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的最新活动 Kerry Charlton
Kerry Charlton 进行了评论,
Hi there! We understand that with "Autoreplies," you can limit the articles included by using labels. However, we're curious to learn more about how "Suggested First Replies" works. As we know, Zendesk "Suggested First Replies" feature selects articles by analysing the text within a ticket and comparing it with your existing help centre articles, macros, and sometimes even a large language model (LLM). This process helps identify the most relevant articles based on the keywords and context of the customer's inquiry in the ticket.
But what we want to know, how do you control which articles are included within "Suggested First Replies". For instance, does it overlook article content that meant for internal use only? Additionally, if you're using Zendesk across various departments, each with their own articles, how can we make sure that the "Suggested First Replies" feature only references articles relevant to that particular department?
查看评论 · 已于 2025年2月20日 发布 · Kerry Charlton
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Kerry Charlton 进行了评论,
Could you please let me know if Zendesk plans to limit access to end-user profiles depending on the brand an agent is linked to in the future? We often receive enquiries about whether this is possible within Zendesk, restricting agent access to specific customer profiles.
查看评论 · 已于 2025年1月15日 发布 · Kerry Charlton
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Kerry Charlton 进行了评论,
- It looks like it does not support dynamic content. I have run many tests where I try to detect a DC phrase and it doesn't pick it up, in English or DC ({{dc.placeholder_name}} etc) - Can you confirm?
- It detects keywords/ phrases that you configure within the taxonomy of the entity detection fields
- From testing it does not detect if there are spelling mistakes, or you do not enter the whole phrase.
- In my example I used the product 'digestive biscuit'. It would not detect 'dygestive bisciut', just 'digestive' or just 'biscuit'
- In another example I had 'doritos chilli heatwave' and it did not detect 'chilli heatwave doritos' so the order of the phrase matters as well
- You can perform actions on this automated detection such as triggers, automations, SLAs and data deletion schedules
- You can detect phrases in email and webform, it does not appear to work for messaging. - Can you confirm?
查看评论 · 已于 2024年7月19日 发布 · Kerry Charlton
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Kerry Charlton 进行了评论,
- It looks like it does not support dynamic content. I have run many tests where I try to detect a DC phrase and it doesn't pick it up, in English or DC ({{dc.placeholder_name}} etc) - Can you confirm?
- It detects keywords/ phrases that you configure within the taxonomy of the entity detection fields
- From testing it does not detect if there are spelling mistakes, or you do not enter the whole phrase.
- In my example I used the product 'digestive biscuit'. It would not detect 'dygestive bisciut', just 'digestive' or just 'biscuit'
- In another example I had 'doritos chilli heatwave' and it did not detect 'chilli heatwave doritos' so the order of the phrase matters as well
- You can detect phrases in email and webform, it does not appear to work for messaging - Can you confirm?
查看评论 · 已于 2024年7月19日 发布 · Kerry Charlton
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Kerry Charlton 创建了一个帖子,
When a ticket is created inside Zendesk from a comment posted on a wall post. Agents struggle to identify the wall post with which the comment is associated. The only way to identify this is by clicking on a link, which redirects the agent to the Facebook page.
It would be helpful if Zendesk could look at improving this functionality so agents can see the original wall post within the ticket next to the comment
已于 2024年6月21日 发布 · Kerry Charlton
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Kerry Charlton 创建了一个帖子,
When a ticket is created inside Zendesk from a comment posted on a wall post. If a user comments on another user's comments, the comments are presented inside the Zendesk ticket altogether. The agents cannot respond to each of the comments. The agent can only respond to the main comment.
It would be helpful if Zendesk could look at improving this functionality to enable agents to reply to all comments, including the sub-comments.
已于 2024年6月21日 编辑 · Kerry Charlton
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Kerry Charlton 进行了评论,
I have tested the "Ticket > AutoReply" feature with the messaging channel. A public autoreply is added to the ticket comment. However, the customer who initiated the messaging conversation does not see the autoreply.
When I contacted Zendesk support, I was told I needed to add an additional condition to the trigger to actually send a response to the customer. This is done using the "Notify by" feature. However, there is no "Notify by" option for messaging, only email.
When a customer is requesting a response via messaging, you wouldn't want to send them a notification via email. You would want to send the notification via the channel they initiated the conversation from i.e. messaging.
It looks like the "Ticket > AutoReply" feature simply appends a comment which is then visible to agents only. Is this correct?
In the near future, will Zendesk release the ability to send an automated reply via the messaging channel?
查看评论 · 已于 2023年11月20日 发布 · Kerry Charlton
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Kerry Charlton 进行了评论,
When deploying from the sandbox to production, the tool appears to use the naming descriptions for dependencies. Would it be possible to understand how the tool matches configurations, is it through naming descriptions?
I only ask, as we deploy from sandboxes to production on a regular basis and sometimes the naming conventions may not always be the same. They may be updated in production at a later date.
The deployment tool within the admin center, when a dependency issue is found, and you have the option to create the dependency in production, it would also be helpful to be able to match to an existing one, maybe by using the name or ID.
查看评论 · 已于 2023年10月11日 发布 · Kerry Charlton
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Kerry Charlton 进行了评论,
Felipe Coelho - Tecna Sistemas
- If you require routing to specific groups, based on language you need to set up brands for this requirement. For example. UK Social, DE Social etc
- You then associate the relevant brand to the WhatsApp account you are connecting in the Admin Center > Channels > Messaging
- The group you are wanting to route the WhatsApp conversations to also needs to be enabled as a department in chat. Note, if you do not want the department to be displayed, you will need to apply code to suppress the departments from appearing to end-users.
- A trigger in support is then set up as per below. This will ensure the WhatsApp messages are only presented to that group/department via conversations
Meet ALL of the following conditions
- Ticket is created
- Brand is =
- Channel is WhatsApp
Actions
Group is =
查看评论 · 已于 2021年10月26日 编辑 · Kerry Charlton
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Kerry Charlton 进行了评论,
derrek jennings - This is possible, you need to create a standard calculated attribute.
This is for minutes - ROUND(DATE_DIFF([ATTRIBUTE],[Ticket created - Timestamp],"nb_of_minutes"))
This is for hours - ROUND(DATE_DIFF([ATTRIBUTE],[Ticket created - Timestamp],"nb_of_hours"))
The attribute is the custom ticket field you want to want to report against
查看评论 · 已于 2021年10月26日 发布 · Kerry Charlton
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