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Michael

已加入2022年4月08日

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最后活动2025年2月19日

Zendesk LuminaryUser Group Leader

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的最新活动 Michael

Michael 创建了一个帖子,

帖子 Q&A - Tickets and email

Does anyone have an interesting way to detect multiple tickets from a customer in Triggers?

 

I am looking to satisfy a request that if a customer has emailed us again in X days since a ticket was closed, can we do something different with that ticket.

已于 2025年2月19日 发布 · Michael

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Michael 进行了评论,

社区评论Zendesk EAP - Sandbox Configuration Management

Its Day 1 for me looking into this new Sandbox Configuration EAP. I like what I see so far. 

 

A couple of comments. 

 

1. It allows you the see the JSON associated with Macros, Views, etc. Very helpful if you want to use with APIs and you might not know how to write the body. Also good for making backups.

 

2. Reading the configuration for the first time took more then 20 seconds. I am sure it will get better over time.

 

3. The different “sections” are well laid out and seem logical. When this is GA, it would be great to have a Reference guide like they have for triggers and search so you understand the impact of each area.

 

4. The search and filter by environment is helpful. 

 

Looking forward to the next phases!

 

查看评论 · 已于 2025年1月21日 发布 · Michael

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社区评论Zendesk EAP - Entity detection

David Falé - Is there any update on the future of this product and EAP?

查看评论 · 已于 2025年1月06日 发布 · Michael

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Michael 进行了评论,

社区评论Zendesk EAP - Zendesk Sandbox for Data Masking

Ewa Korzeniewska - I was unable to sign-up, permissions on the form need to be adjusted

查看评论 · 已于 2024年10月22日 发布 · Michael

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Michael 进行了评论,

社区评论 Feedback - Ticketing system (Support)

I think this is great feature to have and would likely need to be handled with a custom application. 

 

I have looked into a product called OpenMethod that could handle it, and many more UI based use cases.

查看评论 · 已于 2024年7月19日 发布 · Michael

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Michael 创建了一个帖子,

帖子Zendesk EAP - Entity detection

Does this feature allow now or in the future to detect dynamic data? For example, can I setup dection for an order number, account number, address, etc?

已于 2024年7月16日 发布 · Michael

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Michael 创建了一个帖子,

帖子 User Groups

Thanks to everyone who joined us as we learned about our Zendesk neighborhood. 

 

Thanks to 1263082280849, 1264965377090, and 1263082121109 for educating us on how the community works, the programs and events they provide.

 

If you weren't able to join us live, you can watch the video recording here: https://usergroups.zendesk.com/events/details/zendesk-administrator-user-group-presents-admin-user-group-meetup-june-2024/cohost-administrator-user-group

 

Let's continue the conversation here, what Community programs do you find the most valuable?

已于 2024年7月15日 发布 · Michael

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Michael 创建了一个帖子,

帖子 User Groups

Thanks to everyone who join us for our May 24 Meetup. It was great seeing so many people as we got to talk with Zendesk's 1263082190929 .  We broke down some of the announcements from Relate, had some fun, and broke some myths.

 

If you weren't able to make the meeting live, check out our recording and continue to the conversation in this thread. 

 

https://usergroups.zendesk.com/events/details/zendesk-administrator-user-group-presents-admin-user-group-meetup-may-2024/

 

已于 2024年7月15日 发布 · Michael

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Michael 创建了一个帖子,

帖子Zendesk Support EAP - Suggested Replies

Could we get some feedback from Zendesk on the direction and next steps for Suggested Replies?

We implemented a tagging system via macros for agents to report on if a Suggested Reply was helpful. Most of our data has shown the suggestions have not been helpful or even have a suggestion. This is likely due to a lot of our replies not coming from macros, but our kb. (Also, our reporting is limited to humans remembering to run a macro.)

Knowing directionally where this feature is heading would help us determine if this could help our operation and continue in the EAP.

已于 2024年7月10日 编辑 · Michael

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Michael 进行了评论,

评论More integrations

I was able to get this new connector setup with my Sandbox. It doesn't look like it supports OAuth yet?

 

https://learn.microsoft.com/en-us/power-query/connectors/zendesk-data

 

How can we get more info about the plans for this?

查看评论 · 已于 2024年7月08日 发布 · Michael

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