Emmet Haughian

Hi all.

Just wondering if it's possible to make a private comment public? We have a Zoom integration running on Zendesk and when a meeting ends, it adds a private note to the ticket but ideally, we would like this to be public. Our current thinking is we copy and paste but hoped there might be something a little more streamlined as doing this impacts some of the original formatting. 

Thanks

 

Hi all, 

We are trying to set up our MS Teams integration and it's causing us a few headaches.

Firstly, something that seems like a bug, when I try and add the Zendesk tab to any channel on MS Teams, I get a "Something went wrong error". Has anyone else experienced this?

Secondly then, and this could well be user error and/or misunderstanding the available functionality...I don't see any way to schedule a MS Teams call with a requester nor do I see how I might add a call recording, transcript etc. to a ticket for future reference. Is this not possible?

 

Thanks in advance

Emmet

Hi Dave, 

No problem - thanks for tidying that up for me and apologies for posting in the wrong topic. I was 100% sure if "Tips & Tricks" was the right place for it myself, to be honest.  

Hi everyone

I hope I'm not duplicating a question already asked here but I've spent the last hour or so searching and can't find anything that helps me.

We recently introduced Answer Bot into our Help Desk and while it's been a huge help, it has thrown up a bit of an issue - essentially, when AB fires on a submitted ticket and, suggests at least one correct article, we regularly don't get any further response from the requester. In some cases, we can see they have viewed the relevant article(s), in some, they haven't viewed any articles but we know that at least one contains the answer. I'm just wondering how other people deal with this scenario?

Our current thinking is to create a trigger that goes off a few hours after the AB suggestions are shared and attempt to elicit a response. I'm concerned, though, that this solution is tip-toeing close to something akin to spamming, with a second automated reply and potentially still no resolution for anyone. Our alternative starts to negate the benefits we are already feeling with the introduction of AB though as it would require more manual intervention on the part of support agents. Albeit, not as much as answering each ticket manually but still, something we would rather avoid. 

Ultimately, the solution would be improved requester behaviour in relation to acknowledging AB suggestions and indicating their relevance or lack thereof. We all know though, that such behaviour changes will take time and may never get where we need them to be so I'm hoping some others can share their experiences - and even solutions - for similar situations. 

Thanks in advance