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Adrian Joseph Magboo's Avatar

Adrian Joseph Magboo

Joined Apr 14, 2021

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Last activity Nov 22, 2021

Zendesk Employee

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ACTIVITY OVERVIEW

Latest activity by Adrian Joseph Magboo

Adrian Joseph Magboo commented,

Community comment Q&A - Chat, messaging, and widgets

Hi there,

It looks like you would like to create your own version of the Zendesk Support dashboard where you will receive and make calls, chat with the customer, or view tickets. 

If this is the case, I'm afraid this is not possible as all of these are only handled within the Zendesk Support dashboard. If you would like to extract data from your Zendesk and make it visible to your 3rd party app, you can leverage our APIs. You can learn more here.

I hope this helps. 

Regards,

Adrian

View comment · Posted Oct 27, 2021 · Adrian Joseph Magboo

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Adrian Joseph Magboo commented,

Community comment Q&A - Help center and community

Hi there! 

The logo displayed when sharing links on social media platforms is the Brand logo of your Help Center. While it's not possible to remove this, I found a community post that describes where you find it and how to make changes with it. I would recommend getting in touch with your Developer or IT team as it involves custom coding.

I hope this helps!

Regards,

Adrian

View comment · Posted Oct 27, 2021 · Adrian Joseph Magboo

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Adrian Joseph Magboo commented,

Community comment Q&A - Chat, messaging, and widgets

Hi Juan! 

It looks like the agent hasn't assigned the ticket to himself yet. In Agent Workspace, the agent needs to take the ticket first then submit it as open before they can join and type in the ticket. More details here about answering messages in Agent workspace.

I hope this helps.

Regards,

Adrian

 

View comment · Posted Oct 18, 2021 · Adrian Joseph Magboo

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Adrian Joseph Magboo created an article,

ArticleHelp with support and ticketing

Question

I have installed my widget on my mobile app using Chat mobile SDK. How will I know that a chat is initiated from my mobile app?

Answer

When a customer visits your mobile app with a Chat mobile SDK installed (iOS or Android) and initiates a chat, the page title in the Visitor path will be displayed as Mobile chat connected.

Screen_Shot_2021-05-04_at_2.24.00_PM.png

Tip: If you want to create a Chat trigger for customers that are using your mobile app with the Zendesk Chat mobile SDKs installed, see this Chat trigger recipe: Recipe: Create Chat triggers for iOS and Android mobile SDKs.

Edited Aug 21, 2024 · Adrian Joseph Magboo

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Adrian Joseph Magboo created an article,

ArticleHelp with live chat

Question

Can I send proactive greetings via Chat Triggers using the Chat Mobile SDK? 

Answer

Disclaimer: This article is provided for instructional purposes only. It is possible to create proactive greeting Chat triggers affecting the Zendesk Chat mobile iOS and Android SDK. However, due to race conditions inherent to Chat, we do not recommend or support the use of triggers with the Zendesk Chat mobile SDKs. These race conditions can prevent the setting of a department. Once a chat is started, the department field becomes read-only so if the greeting is sent before a department is set it will not be possible to set the department. 

When a customer visits your mobile app with a Chat mobile SDK installed, Zendesk Chat recognizes the page title as Mobile chat connected. This can be used as a condition for all Chat triggers to fire only for mobile app users.

To create the Chat trigger

  1. Create a Chat trigger.
  2. Under Run trigger, select When a visitor has loaded the chat widget.
  3. Under Check conditions, select Check all of the following conditions.
    • Visitor page title | Equals | Mobile chat connected
    • Still on site | 10
    • Visitor served | Is false
  4. In Perform the following actions, add:
    • Send message to visitor | [agent name] | [message]
    • Set Triggered | Is true
Note: The Visitor page title | Equals condition is case sensitive. Make sure to use Mobile chat connected.

Edited Jan 19, 2023 · Adrian Joseph Magboo

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Adrian Joseph Magboo commented,

CommentTicket management

Hi Chad,

The Messaging tickets work the same as normal tickets. If the requester replies on a Messaging ticket that is in closed status, it'll create a follow-up ticket as described in this article

Regards,

Adrian

View comment · Posted Oct 05, 2021 · Adrian Joseph Magboo

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Adrian Joseph Magboo commented,

CommentMore integrations

Hi Nala! 

 

Could you please share more context with what's happening when you say syncing is not working? Yes, this integration still works as mentioned here but a Support ticket may be needed to investigate your case. 

 

Regards,

Adrian

View comment · Posted Jul 30, 2021 · Adrian Joseph Magboo

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Adrian Joseph Magboo commented,

CommentHow to manage the widget for live chat

Hi Davide,

 

Good day! It looks like you've assigned a department to each of your widgets and you would like to set the widget status depending on the status of the department assigned. 

If this is the case, you can use the API script mentioned here Can I configure the Web Widget to present Chat on my webpage only when a specific department is online?

 

I hope this helps. 

 

Regards,

Adrian

View comment · Posted Jul 28, 2021 · Adrian Joseph Magboo

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Adrian Joseph Magboo commented,

CommentUsing Built by Zendesk apps

Hi Kaan,

 

Good day! The cloned tickets get created when you manually create them by following the steps in this article under Using the app. 

The option to open the tickets automatically after creation is only available under the Basic plan.

I hope this helps. 

 

Regards,

Adrian

View comment · Posted Jul 28, 2021 · Adrian Joseph Magboo

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Adrian Joseph Magboo commented,

Community comment Developer - Zendesk APIs

Hi Lydia,

 

Hope all is well! Timeout errors when making an API call can occur for different types of reasons. If you can share the API call you are using and the timestamp the last time you get the Timeout error, I can check your account to narrow this down.

 

Regards,

Adrian 

View comment · Posted Jul 07, 2021 · Adrian Joseph Magboo

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