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Appamondo hat einen Kommentar hinterlassen
I have tested the "Ticket > AutoReply" feature with the messaging channel. A public autoreply is added to the ticket comment. However, the customer who initiated the messaging conversation does not...
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Hi, this article conflicts with another article, here. Which states: Note: Intelligent triage conditions don’t work with the Ticket | Is | Created condition. If you plan to use conditions related t...
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When deploying from the sandbox to production, the tool appears to use the naming descriptions for dependencies. Would it be possible to understand how the tool matches configurations, is it throug...
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Felipe Coelho If you require routing to specific groups, based on language you need to set up brands for this requirement. For example. UK Social, DE Social etc You then associate the relevant bra...
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Derrek Jennings - This is possible, you need to create a standard calculated attribute. This is for minutes - ROUND(DATE_DIFF([ATTRIBUTE],[Ticket created - Timestamp],"nb_of_minutes")) This is for ...
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Dominic has successfully demoed a workable solution to me. The issue is occurring due to cache browser settings. Sometimes if you remove the agent from the desired WhatsApp routing group and then a...
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There doesn't appear to be a solution, however, I am liaising with Dominic a Zendesk Technical Support Architect who is being very helpful and is currently looking into this with the product team...
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Appamondo hat einen Kommentar hinterlassen
Zendesk support suggested creating a Support Interface trigger as detailed in this article This does not work, the Messaging tickets i.e WhatsApp are still broadcast to all agents, not the specifi...
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Appamondo hat einen Post erstellt
WhatsApp/Messaging Agent Work Space
BeantwortetWhen the Agent Workspace is activated WhatsApp has to be connected via Messaging channels, as it has to be when Agent Workspace is enabled Messaging tickets i.e WhatsApp is presented to agents via...
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Appamondo hat einen Post erstellt
Chat trigger to tag a chat when a customer has initiated a chat with an agent, but then the customer doesn't respond and remains idle
We have spoken to Zendesk Support who has confirmed it is not currently possible to create a Chat trigger to tag a chat when a customer has initiated a chat with an agent, but then the customer doe...