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Natalia Lutsevich

Beigetreten 04. Jan. 2022

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Letzte Aktivität 20. Juli 2022

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Community-Kommentar Feedback - Chat and Messaging (Chat)

Same question about this warning. Upvoted.

Kommentar anzeigen · Gepostet 29. Juni 2022 · Natalia Lutsevich

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KommentarWorkflow best practices and recipes

Hello @... in the article on the screenshot there is trigger condition Channel is Messaging however I don't find the same condition in my trigger. 

Here is the screenshot of what I see:

Also we are routing our clients generally by Country and then transfer them to a right agent not by Nature of Issue. So the question: Is it possible to prepopulate/prefill Country field using GeoIP or something that will track user's location? As a perfect solution we would like our customers just to see two fields Name and Email and hide a country field.

There is not much info about it in Zendesk.

Kommentar anzeigen · Gepostet 19. Mai 2022 · Natalia Lutsevich

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KommentarSpam and suspended tickets

Yes, I totally agree. Recently there is a mass spam attack going on. It's been one month and we cannot do anything about it. When we Suspend access of the user, after a while he's still able to send us bunch of spam.

Zendesk, are you going to do anything about it?

Kommentar anzeigen · Gepostet 14. Apr. 2022 · Natalia Lutsevich

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Community-Kommentar Q&A - Users, groups, and organizations

Same problem here. What can be done?

Kommentar anzeigen · Gepostet 12. Apr. 2022 · Natalia Lutsevich

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KommentarTicket management

I confirm what CJ Johnson said. After upgrading to Agent Workspace, in the chat we cannot see user's info about IP, country and platform they use. 

I can only see that info about our agents.

Please clarify this.

A lot of things depend on the user's platform and country when our agents chat with them.

Kommentar anzeigen · Gepostet 21. Feb. 2022 · Natalia Lutsevich

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Community-Kommentar Feedback - Chat and Messaging (Chat)

+1 please do it asap. Indeed critical for the business.

Kommentar anzeigen · Gepostet 16. Feb. 2022 · Natalia Lutsevich

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KommentarMetrics, attributes, and filters

 the metric public comments represent all public comments on a ticket, including both end-user and agent public comments.

Are you sure about that? I did a report on Zendesk Explore and it turned out that Public comments include only agent's replies.

Kommentar anzeigen · Gepostet 04. Jan. 2022 · Natalia Lutsevich

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