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Sami

已加入2023年12月10日

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最后活动2024年10月17日

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的最新活动 Sami

Sami 进行了评论,

评论Ticket customization

In the layout's ticket properties section, is it possible to move the tags box to the bottom? Is it a fixed-position field?
 

查看评论 · 已于 2024年8月19日 发布 · Sami

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评论Explore recipes

Matthew Natali 
Replace 
     IF ([Changes - Field name]="{Escalated}")
With
IF ([Changes - Field name]="Escalated")

No braces, { or }, around the field name Escalated.

查看评论 · 已于 2024年8月15日 发布 · Sami

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社区评论Zendesk AI EAP - Generative AI

Hi,  Jakub Konik   - can you provide a high-level summary of what issue you are investigating? 
Is/will there still be a need to have a JWT server involved to authenticate the web widget?

Thank you. 

查看评论 · 已于 2024年6月05日 发布 · Sami

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社区评论Zendesk AI EAP - Generative AI

It was recently suggested to us that it is an authentication issue per: https://support.zendesk.com/hc/en-us/articles/4411666638746-Authenticating-end-users-for-messaging
 

查看评论 · 已于 2024年5月23日 发布 · Sami

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评论Ticket customization

Is there an option to add the signature _only_ on the initial reply by the agent? 

查看评论 · 已于 2024年5月16日 发布 · Sami

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社区评论 Feedback - Help Center (Guide)

Is it still part of the plan in 2024? 

查看评论 · 已于 2024年4月24日 发布 · Sami

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社区评论 Q&A - Help center and community

Is displaying custom fields on the roadmap? This is something we'd also like to do.

查看评论 · 已于 2024年4月24日 发布 · Sami

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Sami 创建了一个帖子,

帖子Zendesk AI EAP - Generative AI

We want to use Messaging as a diversion strategy by having the Generative AI generate replies from our KB as possible solutions to customer customers. 

The AI does not generate a reply to known KB content, “Sorry I couldn't answer your question.”

We have a live help center with >400 articles

The test articles are accessible to the public

The messaging chat bot is set to “generate a reply”

We are not using intents/answers, we've set “Questions without matching intents” to "generate a reply”


No luck so far.  We've reviewed KBs as well as engaging with support.

Does anyone have this working?

已于 2024年4月09日 编辑 · Sami

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评论Using legacy AI agent functionality

We have the same issue where the messaging bot's behavior is set to generate a reply but does not answer with any meaningful response.

We have both public and private KBs in our help center, and are English language only.

Support stated we also need to enable the Answer Bot - is this not for the classic web widget only?

查看评论 · 已于 2024年3月25日 发布 · Sami

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Sami 进行了评论,

评论Using AI agents for email and web form

Where do we customize the icons used in the autoreply? the icons are too big.

查看评论 · 已于 2023年12月12日 发布 · Sami

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