Eduardo Calvo
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Articles
Recent activity by Eduardo Calvo-
Understanding the difference between deflection, AI agent-handled, automated resolution, and custom resolution rates
What's my plan? Add-on AI agents - Advanced This article defines the following metrics in simple terms and gives you recommendations as to which you should place the most focus on: Defle...
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Adding carousels in conversation flows for advanced AI agents
What's my plan? Add-on AI agents - Advanced Carousels are a rich messaging type for displaying different options with a visual element. Each carousel can have up to ten ca...
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About benchmark AI models for expression-based AI agents
What's my plan? Add-on AI agents - Advanced Our AI models are blueprints of intents trained with expressions. When creating an impact report, they are used to predict how messages can be ...
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Allowing IPs to connect advanced AI agents to your CRM
What's my plan? Add-on AI agents - Advanced An allowlist helps keep your system protected by specifying which IPs have access to your system. To make sure your AI agent functions correct...
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About actions for auto assist and action flows
What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Actions are automated tasks that you configure. They can be carried out by auto assist, which is part o...
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Announcing automatic redaction of sensitive information with triggers (ADPP add-on)
Announced on Rollout on June 3, 2025 June 3, 2025 We’re excited to announce a new feature that automatically removes personally identifiable information (PII) from ticket comments using a trig...
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Collaboration overview
What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Collaboration add-on Zendesk Support and Ticketing System Functionality withi...
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Viewing assigned, requested, and CC tickets in the Support profile
What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Professional, or Enterprise You can see tickets activity for yourself or anothe...
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Adding documents to deals using Google Drive
What's my plan? You can use your Google Drive account with Sell. This allows you to create folders for deals and attach files to them. The folders and files are located in your Google Drive acc...
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Creating a team structure (user hierarchy) in Sell
What's my plan? For Professional and Enterprise plans, you can create a team structure, or user hierarchy, to manage an extended team structure with employees on different tiered levels. You need...