Chris Sinclair

1. Guide
2. ...
3. Working with articles in the knowledge base
4. Analyzing your Team Publishing activity

Why can't you report this activity per group? Looking to create/manage a content creation/update SLA but there is no way to show the activity per group ('team')

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• Chris Sinclair
• Erstellt 1. März 2023 06:31
• 0 Stimmen

1. Agent guide
2. Ticket automation and collaboration
3. Using Microsoft Teams in side conversations (EAP)

Will direct messaging be a thing at some point? I have agents jumping out of Zendesk to get faster responses from requestors via teams. It would be better if we could do this in Zendesk.

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• Chris Sinclair
• Erstellt 14. Dezember 2022 21:02
• 1 Stimme

1. Community
2. Feedback - Ticketing System (Support)
3. Creating Subgroups to Manage Departments

I'm really keen to see nested groups too - we have multiple teams working together sometimes on similar activities and having to have a ticket assigned to a specific group doesn't' make sense. Addi...

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• Chris Sinclair
• Erstellt 4. Oktober 2022 04:24
• 0 Stimmen

1. Messaging
2. ...
3. Third party and social messaging channels
4. Using the Slack Direct Messages channel

Chris Drylie that would be great, thanks.

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• Chris Sinclair
• Erstellt 1. Oktober 2022 23:07
• 0 Stimmen

1. Community
2. Feedback - Help Center (Guide)
3. Article Owner API endpoint

We need this too. Really frustrating that you can't use the API to create a list of article owners (or those that are missing ownership) or to be able to automatically assign a ticket (when being c...

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• Chris Sinclair
• Erstellt 29. September 2022 23:55
• 1 Stimme

1. Messaging
2. ...
3. Third party and social messaging channels
4. Using the Slack Direct Messages channel

Really frustrating trying to get this setup. I've managed to get a new account created to use on the slack side (let's call it HelpBot@abc.com), but because we use SSO on both Zendesk and Slack, it...

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• Chris Sinclair
• Erstellt 29. September 2022 05:10
• 0 Stimmen

1. Explore
2. ...
3. How to create and update reports
4. How do I analyze and improve my IVR tree with reporting?

Would be great to know which IVR option was selected, rather than just the end destination. We have multiple IVR options we use to try and separate request types which I'd like to report on (i.e, 3...

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• Chris Sinclair
• Erstellt 4. Mai 2022 06:51
• 1 Stimme

1. Talk
2. ...
3. Managing Talk
4. Routing incoming calls with IVR

@..., It's not that I need to know how it works on the back end, I want the agent to see what option a user selected so we can use a different greeting. For example, if new starters got an option (...

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• Chris Sinclair
• Erstellt 28. September 2021 07:28
• 1 Stimme

1. Talk
2. ...
3. Managing Talk
4. Routing incoming calls with IVR

Can the agent see which IVR option was selected before they pick up the call?

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• Chris Sinclair
• Erstellt 31. August 2021 01:18
• 0 Stimmen