最近搜索


没有最近搜索

Luke Alexander's Avatar

Luke Alexander

已加入2021年4月15日

·

最后活动2023年4月11日

关注

0

关注者

0

活动总数

17

投票

8

订阅

5

活动概览

的最新活动 Luke Alexander

Luke Alexander 进行了评论,

社区评论 Feedback - Ticketing system (Support)

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

查看评论 · 已于 2022年4月12日 发布 · Luke Alexander

0

关注者

1

投票

0

评论


Luke Alexander 进行了评论,

评论Customer 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?

查看评论 · 已于 2021年12月02日 发布 · Luke Alexander

0

关注者

3

投票

0

评论


Luke Alexander 进行了评论,

评论AI 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.

查看评论 · 已于 2021年1月02日 发布 · Luke Alexander

0

关注者

1

投票

0

评论


Luke Alexander 创建了一个帖子,

帖子 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.

已于 2020年12月23日 发布 · Luke Alexander

9

关注者

10

投票

5

评论