iulian Ursu

Dear Damara,
 
Thank you for your inquiry.
 
The email channel within Zendesk operates using email addresses that are designated as Support emails. All email communications, both inbound (which generate tickets) and outbound (which consist of update notifications from tickets), are conducted through these designated email addresses. Specifically, if a ticket is generated from an email received at support@abc.com, the notifications pertaining to this ticket will be dispatched from support@abc.com. The workaround mentioned in the referenced post pertains to the alteration of the support email address.
 
Consequently, I regret to inform you that it is not feasible to send notifications from personal email addresses or any addresses that are not registered as support addresses within Zendesk.
 
I trust this clarifies your inquiry.

Hi Bruno,
 
Thank you for your question.
 
It would be very useful to get a better understanding about your workflow (i.e. how are the callbacks requests received) and your IVR configuration in your Omnichannel routing environment.
 
Therefore, you are most welcome to open a support ticket with us and we will work with you to find a solution that can suit your requirements.
 
 
 
 

Hi Steve,
 
I see you raised a support ticket for this. We will continue to assist you from there.
 
 

Hi Elina,
 
Thank you for your message and for the support ticket you raised asking this very question.
 
As stated in the article above, when the IVR is enabled, the Callback greeting is no longer played. However, once the caller is in the queue, they can still use this feature by pressing 2. Therefore, your suggestion of using option 1 for German and 3 for English is correct because you can use option 2 for Callback. You will need to adjust your IVR greeting to ensure the callers are aware of and understand how to use this feature.
 
I hope this answers your question.
 
You are most welcome to reply in the support ticket if you have further concerns and we'll do our best to address them for you.

Hi Tan Jee Han,

Thank you for your question.

This would be possible. May I suggest you add a specific tag (i.e. group_B) in each Group B members profiles.

Then, create a trigger to add another tag to all tickets that contain a unique identifier so the system will be able to identify them. For instance, if the subject line contains Missed calls, by adding the condition: Ticket > Subject text Contains the following string > Missed call and, in Actions: Ticket > Add tags missed_call. This trigger will add the tag missed_call to all tickets that contain Missed calls in the subject line.

Please take a look at Creating triggers for automatic ticket updates and notifications where you can find useful information on how triggers work.

Based on this, you can then go ahead and create a View accessible to Agents in Group B where you can add the following conditions:
Status category Less than Solved
Channel is Phone call (incoming)
Tags Contain at least one of the following group_B missed_call

This view will be accessible to all Group B members and it will contain all call tickets that are not solved and which contain the tags group_B missed_call

Please refer to the article Creating views to build customized lists of tickets for further information on working with Views.

I hope it helps.

Should you have any questions or require specific assistance, please do not hesitate to create a support ticket using our Widget from any of the Zendesk pages in your account or by clicking Get help in your profile and we will be happy to assist you further.




 

Hi Jerry,
 
Thank you for posting your question in our Community.
 
The Zendesk line where the call is forwarded from the external IVR can have it's own IVR enabled and assigned in the Routing tab.
 
Here is a great resource which outlines how calls are routed with IVR in Zendesk: Routing incoming calls with IVR
 
As for the Menu levels, the Callback and Continue options can be configured as needed. However, for WhatsApp, sadly the only messaging Action available in IVR is SMS texting, as also explained in the article shared above. WhatsApp triggered by API could be a valid feature request, though. Please feel free to access our feedback page and leave your comments there. Our product team are constantly visiting it and, if your idea will gather many comments and votes-up, they may consider adding it to the roadmap for a future version of the product.
 
If you have further questions may I suggest creating a support ticket with us using our Widget from within your Zendesk account or by clicking Get help in your profile.

Hi Minelsa,

Thank you for your feedback and sorry to hear that you have a poor experience.

I see that you already have a ticket open with us. We are actively working towards finding the root-cause in order to provide you with a solution.

Many thanks for your patience and understanding.

Hola Eugenia,

SendinBlue es cliente de Zendesk y utiliza nuestra plataforma para dar soporte a sus clientes.

Por tanto esto podría explicar que el concepto del cobro al que te refieres mencione a Zendesk.

Te aconsejo que contactes con SendinBlue para que te lo aclaren.

Espero que sea útil.

Buenos días, Begoña,
 
Su cuenta de chat ha sido migrada de Zopim a Zendesk. Por tanto, el acceso a la cuenta ya no se hace en la pagina dashboard.zopim.com con las credenciales de la cuenta de Chat sino, más bien, desde subdominio.zendesk.com/chat/agent utilizando el mismo email, como usuario y siendo comercialcolominasc el subdominio de su cuenta de Zendesk.
 
En cuanto a la contraseña, si no ha recibido el email para restaurarla, o no lo encuentra, clicando en Contraseña olvidada recibirá un nuevo email para hacerlo.
 
Puede encontrar más información al respecto en los siguientes artículos:
Migrating from Legacy Chat + Support to Chat Phase 4 
Completing the migration from Legacy Chat to the enhanced experience.
 
Espero le resulte útil. En caso de seguir teniendo problemas, no dude en abrir un ticket con nuestro equipo de soporte.