Riccardo Centomo

1. Zendesk updates
2. Announcements
3. Announcing group service level agreements

Hi Scott Allison, do you mean there isn't another metric that start when someone, that belong that group, assign to himself the ticket? Because when a ticket is assigned to a group we also need to ...

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• Riccardo Centomo
• Erstellt 12. Mai 2023 13:57
• 1 Stimme

1. Community
2. Feedback - Ticketing System (Support)
3. Service Level Agreements - please share your feedback!

Hi, What works well today with the SLA feature? We are ZD integrator partner, today the SLA in ZD is a nice colour flag in the view and in the ticket. The ZD customer that we help to onboard li...

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• Riccardo Centomo
• Erstellt 2. Dezember 2022 09:36
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Social Messaging - First Reply Time SLA (missing)

Hi Mei-E Loh it's possible to know if the SLA limitations First Reply Time, Next Reply Time, and Periodic Updates will be supported also for messaging channels? I refer to the article with this SLA...

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• Riccardo Centomo
• Erstellt 2. Dezember 2022 08:56
• 0 Stimmen

1. Bots and automation
2. Bots and automation advice and troubleshooting
3. Can the bot builder display articles from a non-public help center?

Hi Miles Ilog i think this article is in conflict with the article "Authenticating end users in messaging for the Web Widget" https://support.zendesk.com/hc/en-us/articles/4411666638746 that offer ...

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• Riccardo Centomo
• Erstellt 15. November 2022 16:26
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing lookup relationship fields for Support

In the meanwhile we attempt the confirm from @... or Ashwin Raju a have another point. In a view, I'm trying to group by or order by the lookup field but it doesn't appear in the list like an custo...

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• Riccardo Centomo
• Bearbeitet 25. August 2022 08:21
• 1 Stimme

1. Zendesk updates
2. Announcements
3. Announcing lookup relationship fields for Support

Hi, i'm trying to use the placeholder '{{ticket.ticket_field_option_title_ID}}' refer to a lookup field to email the name of the manager (light agent), but the result is the same value for the plac...

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• Riccardo Centomo
• Erstellt 24. August 2022 11:56
• 1 Stimme

1. Community
2. Zendesk Suite Q&A
3. How to redirect live chats of different brands?

Hi @Arianne Batiles Thanks for the reply. I speak about live chat via web widget classic, not the chat via web widget. We have created multiple Brand i out ZD account but though the web widget clas...

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• Riccardo Centomo
• Erstellt 31. Mai 2022 10:33
• 0 Stimmen

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Chat by Brand

Hi @Dane Adriano unfortunately i have tried to test with assign the tag from the chet trigger and then catch the tag from the Support trigger but the ticket created from the live chat doesn't have ...

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• Riccardo Centomo
• Erstellt 17. Mai 2022 13:08
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. How to redirect live chats of different brands?

Hi, how about the brand assignment inside the ticket created from the live chat? Every ticket created from the live chat are assigned with the default Brand.. how can i assign the right Support Bra...

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• Riccardo Centomo
• Erstellt 17. Mai 2022 10:37
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Unexpected behaviour of query filters and dashboard filters

Hi CJ Johnson, thanks for the reply. I know there is the opportunity to exclude some dashboard filters but my purpose is to not exclude them and understand how the query filters and the dashboard f...

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• Riccardo Centomo
• Erstellt 4. April 2022 16:04
• 0 Stimmen