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Pascal Turmel

已加入2021年4月16日

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最后活动2025年2月19日

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的最新活动 Pascal Turmel

Pascal Turmel 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Could I get a new update from Product Management on the likelihood of addressing this easy feature? Thanks

查看评论 · 已于 2024年11月05日 发布 · Pascal Turmel

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Pascal Turmel 进行了评论,

评论Ticket management

Same feedback as above.. 

To leverage and scale up Explore as a proper Business Intelligence system, we need minimum functionality to transform and clean past data on Close ticket fields (not only tags since we use custom fields as pick list in Dashboards etc..)

We also need to modify data for governance reasons (remove PPI that may have inadvertently been entered in ticket comments or change the requester) - The only option we had was to delete a bulk of tickets which we would have rather kept for knowledge transfer

So although it is a good step forward, more is needed to provide ability to update close tickets

查看评论 · 已于 2024年10月29日 发布 · Pascal Turmel

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Pascal Turmel 进行了评论,

评论Building reports

What about measuring usage of AI Features in articles by our agents for the Guide part in Articles (Like Expand, Simplify, Make more Formal / Friendly)? Which ai_tool_usage_object_id is supposed to be used to calculate this?

 

查看评论 · 已于 2024年9月27日 发布 · Pascal Turmel

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Pascal Turmel 创建了一个帖子,

帖子 Feedback - Ticketing system (Support)

We want to automatically add AI Summarization via a macro at the end of every tickets for documentation purposes. Currently there is no placeholder to add AI Summarization into a macro to add a comment into a ticket. Please see my ticket #12813666 for more info

已于 2024年8月07日 发布 · Pascal Turmel

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Pascal Turmel 进行了评论,

评论Team members and groups

Same for us. Agents experience random disconnection to offline mode after a while from any Agent Status. A ticket has been logged and Support does not seem to be aware of the Disconnection Service: Could someone in Product Management expand and possibly add us for testing?

查看评论 · 已于 2024年7月08日 发布 · Pascal Turmel

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Pascal Turmel 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Please escalate to Product Manager for an ETA for reviewing this feature request

 

查看评论 · 已于 2024年7月02日 发布 · Pascal Turmel

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Pascal Turmel 进行了评论,

评论How to solve unexpected issues with reports

Can this message be customized to show blank instead of the error message, which looks ugly if multiple reports are placed on a dashboard.

查看评论 · 已于 2024年5月21日 发布 · Pascal Turmel

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Pascal Turmel 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Same - Provide ability to set a custom value for Null result set. It looks ugly on a dashboard with multiple reports. Better handling of displayed null values. I suspect there is no way to set a "If null condition then display" for a result set on attribute value, so would value PM 's update on this feature

查看评论 · 已于 2024年5月16日 发布 · Pascal Turmel

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Pascal Turmel 进行了评论,

评论How to create and update reports

I don't get the “As best practice, clone the dashboard before making any changes”, This is not scalable there should be a way to undo the unpublished change if making several changes as part of the design of the dashboard? The undo button on dashboard does not do that for me

查看评论 · 已于 2024年5月16日 发布 · Pascal Turmel

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Pascal Turmel 进行了评论,

评论Routing

Thanks - Could we be part of an EAP (Early Adopter Program) for this when it opens? We are on the verge of deciding renewal with Zendesk or not: This feature is a major roadblock at this stage for a Go or No Go further with Zendesk

查看评论 · 已于 2024年5月08日 发布 · Pascal Turmel

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