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Phil Andrews
Beigetreten 29. Juni 2022
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Letzte Aktivität 14. Nov. 2022
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Phil Andrews hat einen Kommentar hinterlassen
Thanks for the info Dainne Kiara Lucena-Laxamana!
@... I'd be looking to include the assignee in the message to a channel as a tag. So for instance whenever a ticket is assigned we send a message to a Slack channel with info on the ticket/orgnaisation and tag the assignee - we currently do this via webhook and Zapier. It would be preferable to do this via the ZD Notification instead.
We also do this because the in-page notifications in Zendesk aren't great. Using Omnichannel routing we can only notify the assignee via email but we don't use email often so that's not really useful. The notification icon in Zendesk itself also only works with Messaging chats, and not email tickets - so again we're missing a notification opportunity. Slack is the best we've found so far given how much our team are on Slack.
Kommentar anzeigen · Gepostet 14. Nov. 2022 · Phil Andrews
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Is there a way to @ mention users in Slack based on the assignee name on the ticket?
Kommentar anzeigen · Gepostet 10. Nov. 2022 · Phil Andrews
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I want to use omnichannel routing for a certain group in ZD instance. However, we have people in that group who need to be able to view tickets in that group, but I don't want them to be able to receive tickets as part of the routing - is there a way to achieve that?
For example I have a "Level 2" Group, say there are 5 agents in that group. 3 of them I want to receive tickets to serve, but the other 2 agents are only in the group so they can view those tickets if they need to. Those 2 agents can't have access to all ZD tickets though, hence they are in a group.
Kommentar anzeigen · Gepostet 13. Sept. 2022 · Phil Andrews
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Here is an additional use case for this thread:
We've rebuilt our bot flow from the ground up to improve the experience we're offering customers and to incorporate more features than the original basic flow we built. We've decided to build this in sandbox so that multiple people across the business can have input - such as copywriters. Building in sandbox allows us to test this too by pushing it live and running test chats from the sandbox help centre. There is no disruption to our agents actively working as this doesn't touch production at all. Obviously now it'll be frustrating for us to put this in to production and manually re-build this.
Kommentar anzeigen · Gepostet 18. Juli 2022 · Phil Andrews
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