Raquel Magalhães

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Activity overview

Latest activity by Raquel Magalhães
  • Raquel Magalhães created an article,

    Understanding tickets flagged as spam

    Occasionally, you will see a yellow banner on top of the Cleverly Widget flagging the ticket as Spam. This means that Cleverly has identified this ticket as a suspected Spam case. If you confirm t...

  • Raquel Magalhães created an article,

    Reading a process script

    A Script is a description of steps or internal procedures that should be followed when dealing with a particular customer request. For example, a Script can detail the actions which an agent should...

  • Raquel Magalhães created an article,

    Searching for a macro

    Occasionally, a ticket might be mislabeled by Cleverly which leads to unsuitable or non-existing macro suggestions for that ticket. If you think the suggested Macros are not the most suitable to re...

  • Raquel Magalhães created an article,

    Using a macro suggestion

    Replying to customers with a macro is a best-practice all agents should follow. It helps them to be more productive, while at the same time making replies more consistent. However, finding the righ...

  • Raquel Magalhães created an article,

    Confirming the Cleverly category

    With Cleverly Triage, tickets are automatically labeled with a category.  Cleverly automatically assigns a category to each incoming ticket, which classifies the intent of the user’s first request ...

  • Raquel Magalhães created an article,

    Supporting Zendesk placeholders on Cleverly

    Zendesk Support placeholders are containers for dynamically generated tickets and user data, that are contained within double curly brackets and get filled in automatically.  A common placeholder i...

  • Raquel Magalhães created an article,

    Automations Based on Category Prediction Confidence

    Popular automations include sending automatic replies to tickets of a particular category — usually the most simple customer requests. Those automations are based on Cleverly’s Triage capabilities ...

  • Raquel Magalhães created an article,

    Assisting Agent Replies with Cleverly

    The Cleverly Widget sits inside Zendesk so that it is there right when you need it. It is your best companion in finding the right content to address each customer request and deliver excellent and...

  • Raquel Magalhães created an article,

    Configuring Cleverly Agent Assist

    Once you have set up Triage for Zendesk, you can set up Agent Assist, which, as the name suggests, will assist your agents with the procedures and replies to best deal with a certain category of ti...

  • Raquel Magalhães created an article,

    Prioritize and Filter Tickets with Zendesk

    With Cleverly, you can prioritize and filter tickets based on their category. There are several ways in which you can do that: Organize a separate view for specific ticket categories, including re...