Oliver Tietze
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Oliver Tietze hat einen Kommentar hinterlassen
Irina, it's only the side conversation that reopens (and we have a trigger that opens the whole ticket then), but the reply from the out-of-office partner is NOT shown to the ticker Requester.
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Oliver Tietze hat einen Kommentar hinterlassen
Masha Patrakova as far as I learned "no conditions" is not possible for SBR. You have to set at least one condition to assign that skill to the ticket. Skill rules are, as far as I know, ALL proce...
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Oliver Tietze hat einen Kommentar hinterlassen
Dear Zendesk, as mentioned above from others I would love to learn about your concepted use cases. Many of the processes which we though Skill Based Routing could be good for are not doable for us,...
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Oliver Tietze hat einen Post erstellt
Use "# of Agent Replies" (or other metrics) in views
BeantwortetI found out that the # of Replies is a condition ONLY possible in triggers. No Automations, no views. How could I make use of that fact, basically showing how many replies a ticket already had (in ...
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Oliver Tietze hat einen Kommentar hinterlassen
Zendesk, are you serious? You exclude specific Agent configurations from the Admin view, so there is no chance to change the Tagline for one or more Agents as an Admin? If the Signature can be chan...
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Oliver Tietze hat einen Post erstellt
Triggers for Side Conversations Content
We're gladly using Side Conversations, but we're missing a condition firing on the content of the side conversations. As many of our third parties (B2B) use automated systems, we often receive an a...
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Oliver Tietze hat einen Kommentar hinterlassen
Phillip Maxwell you could do it like that: 1. Produce a Hold Music including all wanted messages Option A: Welcome Message, Music, Messages, alltogether at least 2-3 minutes long (or whatever your...
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Oliver Tietze hat einen Kommentar hinterlassen
Sounds like we want regex matching. This would be the most flexible. I'd give my +1 ;) Oliver
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Oliver Tietze hat einen Kommentar hinterlassen
We're gladly using Side Conversations, but we're missing a condition firing on the content of the side conversations. As many of our third parties (B2B) use automated systems, we often receive an a...
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Oliver Tietze hat einen Kommentar hinterlassen
Jordan, I don't get what your system is supposed to do, because how would you identify "this ticket belongs to a user who has another ticket"? Ticket-to-ticket interaction is, as far as I know, not...