Zachary Hanes
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Zachary Hanes hat einen Kommentar hinterlassen
Becca my understanding is this is supported in Omnichannel Routing, which will work for messaging, but not chat. So I doubt this will developed, since it seems nothing new is being developed for ch...
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Zachary Hanes hat einen Kommentar hinterlassen
Above, Marco says this: dropped chats will only count chats where the agent left the chat with an unanswered message by the customer Mark's original answer says this: Dropped chats are the numbe...
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Zachary Hanes hat einen Kommentar hinterlassen
When we redact text from a completed chat, we've noticed that it's still present in the transcript if you access it in the Zendesk Chat interface. Is that intended behavior? If we really want to re...
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Zachary Hanes hat einen Kommentar hinterlassen
I’ve been dealing with this exact problem for over two years now. I even left one company to join another one and found they had the same issue. I described it a while ago in this thread. The solut...
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Zachary Hanes hat einen Kommentar hinterlassen
I've been asked to put a feedback post together about having an SLA that runs on any end-user comment, but I've discovered that one has already been made here. I would encourage everyone on this th...
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Zachary Hanes hat einen Kommentar hinterlassen
I have a strong suspicion that the current proposed solution would not make it past our legal team. It's reasonable to expect that when you reply to an email, it's only going to the addresses inclu...
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Zachary Hanes hat einen Kommentar hinterlassen
I have the same needs Harriet is describing above. In Support we can assign SLA's based on ticket priority, and can create different SLA policies based on Org/User/Ticket attributes, and sort our ...
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Zachary Hanes hat einen Kommentar hinterlassen
To give more context on the use case where someone replies who is not a CC: I represent a company that signed up for an app using a shared address, e.g. hello@company.com. This address is an alias ...
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Zachary Hanes hat einen Kommentar hinterlassen
Hi @..., original poster here. I have joined a new company and run into this exact same issue. I've looked at the solution here, and I'm disappointed. The core of the problem is that tickets freque...