GUSTAVO FREIRE LOPES

1. Zendesk updates
2. Announcements
3. Announcing the ability to reassign reopened tickets with omnichannel routing

Hi Barry Neary We would to have this in our instance. Can you help? Regards,

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• GUSTAVO FREIRE LOPES
• Erstellt 26. Juli 2023 14:31
• 0 Stimmen

1. Agent guide
2. Ticket automation and collaboration
3. Using side conversation child tickets

Hi Dane I'm trying to set up a trigger condition, for exemple "channel is side conversation", but there is no such channel. We need to add a tag to use omnichannel routing. Regards. Gustavo

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• GUSTAVO FREIRE LOPES
• Erstellt 28. Juni 2023 17:36
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. WhatsApp SLAs

Hi Prakruti Hindia In tickets events we can see that the SLA policy is applying successfully for whatsapp, but in views we can't see any countdown in SLA column. On Explore we can see FRT, but not ...

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• GUSTAVO FREIRE LOPES
• Bearbeitet 4. April 2023 13:12
• 0 Stimmen

1. Objects and rules
2. ...
3. Routing
4. About omnichannel routing with unified agent status

Hi @Barry Neary We are experiencing some issues with inactive message (Whatsapp) tickets. From zendesk documentation we know that:  "To be assigned to inactive message tickets (more than 10 minutes...

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• GUSTAVO FREIRE LOPES
• Erstellt 14. März 2023 18:48
• 1 Stimme

1. Explore
2. ...
3. Viewing and using dashboards
4. Overview of the Explore live dashboard

Hi @... I have an Enterprise licence, but It seems not to be available for me. Can you help? Best Regards.

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• GUSTAVO FREIRE LOPES
• Erstellt 26. September 2022 13:49
• 0 Stimmen

1. Objects and rules
2. ...
3. Routing
4. About omnichannel routing with unified agent status

Hi Barry Does omnichannel routing supports text channel? Also email tickets are taking too much time to routing. We have multiple agents with spare capacity, but tickets continue without assignee 1...

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• GUSTAVO FREIRE LOPES
• Bearbeitet 29. August 2022 19:27
• 1 Stimme

1. Community
2. Feedback - Ticketing System (Support)
3. Remove "Dashboard/Get Started" button

Yes, please let us hide this button. It is bad for agents and admins.

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• GUSTAVO FREIRE LOPES
• Erstellt 27. September 2021 17:37
• 1 Stimme

1. Community
2. Feedback - Ticketing System (Support)
3. Automatic Refresh in Views

Zendesk should really take a look at this.

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• GUSTAVO FREIRE LOPES
• Erstellt 23. Juni 2021 21:14
• 2 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Formulário específico para cada grupo de atendimento

Olá. No entanto só conseguimos colocar um formulário por grupo, e mesmo assim fica somente pré-selecionado, não oculta os demais formulários pertencentes aos demais grupos

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• GUSTAVO FREIRE LOPES
• Erstellt 25. Mai 2021 18:17
• 0 Stimmen