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Andrew Lee

已加入2023年10月16日

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最后活动2025年1月30日

Solutions Consultant at Zerviz, a premier Zendesk Partner

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的最新活动 Andrew Lee

Andrew Lee 进行了评论,

评论Ticket automation and collaboration

Is there a way to classify a ticket with a tag to indicate that a Suggested Reply was offered?

查看评论 · 已于 2024年10月14日 发布 · Andrew Lee

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Andrew Lee 进行了评论,

社区评论Zendesk EAP - Entity detection

+1 it would be good to use entity detection to detect Regex situations: 

 

Example - 

  • Client needs to detect a 6-digit unique system ID
  • Current functionality of Entity detection works on dropdown-type Ticket Fields, but dropdown can only have up to 2,000 options.  So if there are more than 2,000 unique system IDs, then dropdown-type Ticket Field isn't usable
  • Instead, it would be better to have Regex detection (layered with AI) to identify 6-digit strings. This is currently possible in other 3rd-party apps in the Zendesk marketplace

查看评论 · 已于 2024年9月20日 发布 · Andrew Lee

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Andrew Lee 进行了评论,

评论Ticket automation and collaboration

+1 to Yaniv, looking for the entity detection to be able to catch on synonyms or slight misspellings.

 

Example

- entity: Nikon D7500

- variation that should still classify with the same entity: nikoond7500, d7500, nd7500, etc.

 

查看评论 · 已于 2024年8月30日 发布 · Andrew Lee

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Andrew Lee 进行了评论,

评论Third party and social messaging channels

Is there a demo or other environment showcasing WeChat as a messaging channel?

I've run into issues creating my own demo account due to the restrictions around creating new WeChat accounts in the first place.

查看评论 · 已于 2024年7月23日 发布 · Andrew Lee

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Andrew Lee 进行了评论,

评论Global security and user access

Any consideration or development of deletion schedules based on Ticket Comments?

Example - 1 week after ticket close, delete any Comments containing Email Address

查看评论 · 已于 2024年5月16日 发布 · Andrew Lee

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Andrew Lee 创建了一个帖子,

帖子 Feedback - Zendesk AI and automation

Macro Suggestions doesn't work when Bulk Update is used on tickets. An example of the scenario:

  • One-off Bulk Update of tickets (eg, 50 tickets to notify customer about update on an outage)
  • The same Public Comment is used on all 50 tickets
  • Macro Suggestions picks up this specific comment as a Suggestion, which is not very useful

Would be interested in seeing how ticket comments updated via Bulk are “de-weighted” so to speak.

已于 2024年3月27日 发布 · Andrew Lee

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Andrew Lee 进行了评论,

社区评论 Feedback - Chat and Messaging (Chat)

查看评论 · 已于 2024年3月07日 发布 · Andrew Lee

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Andrew Lee 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Would be awesome to see this included under ADPP

查看评论 · 已于 2024年3月04日 发布 · Andrew Lee

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Andrew Lee 进行了评论,

社区评论 Q&A - Tickets and email

Hey Jimmy! Not sure if you ever got this question figured out, but helpful to put this out in public for the hivemind.

The best practice is to have "Account Name" be a custom ticket field of Lookup Relationship type. Once you do that, you can select the Organizations in Zendesk as the field values - 

 

查看评论 · 已于 2023年10月16日 发布 · Andrew Lee

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