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Fab S.

Joined Apr 16, 2021

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Last activity Mar 17, 2022

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ACTIVITY OVERVIEW

Latest activity by Fab S.

Fab S. commented,

Community comment Feedback - Community Forums (Gather)
Hi Alberto,

Indeed that page would be more for comparison. Current Essential plan accounts are considered Legacy plans and can continue working, but Support Essential and Elite plans are no longer offered as of February 1, 2021.

Hence, you wont be able to Downgrade to Essential plan. 
You can refer from here - About Zendesk Support plan types

Best, 

   

View comment · Posted Mar 17, 2022 · Fab S.

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Fab S. commented,

CommentCall routing, greetings, IVR, and recordings
Hi Angela, 

Considering that, "an incoming call is offered to the agent who has the maximum time elapsed since the last call attended and is available to take a new call" 

Let's say that an Agent was the next on the queue and had to make an outbound call, hence, this Agent would be out and the next with the maximum time elapsed since the last call attended will be the next on queue (Agents in Online status). 

When the outbound call is finished and Agent is back online, the time elapsed should be reseted and the Agent would go back to the "end of the queue". 

Hope this information helps. 

Best, 
 




 

View comment · Posted Feb 18, 2022 · Fab S.

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Fab S. commented,

CommentManaging your email
Hi Micheál, 

This warning would happen in this circumstances (blacklisting) if there is an existent Organization with that name "email" and probably the domain is on the allowing list. Ex: In Organizations > find the Organization in question > Remove the allowed domain. 



 
I hope this helps. 

Best, 

View comment · Posted Feb 18, 2022 · Fab S.

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Fab S. commented,

Community comment Feedback - Admin Center

Olá Alessandro, 

Ja temos um ticket em aberto para a sua solicitação e vejo que ja esta sendo investigado. De qualquer forma atualizarei o ticket #10061795 para continuarmos o suporte por lá. 

Se possível, por favor mantenha todas as comunicações através deste ticket #10061795, assim evitaremos desentendimentos nas comunicações. 

Obrigado, 

View comment · Posted Feb 18, 2022 · Fab S.

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Fab S. commented,

Community comment Português do Brasil Comunidade

Olá Alessandro, 

Ja temos um ticket em aberto para a sua solicitação e vejo que ja esta sendo investigado. De qualquer forma atualizarei o ticket #10061795 para continuarmos o suporte por lá. 

Se possível, por favor mantenha todas as comunicações através deste ticket #10061795, assim evitaremos desentendimentos nas comunicações. 

Obrigado, 

View comment · Posted Feb 18, 2022 · Fab S.

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Fab S. commented,

CommentMultiple language support
Hello Qin, 

Currently, the language detection is natively designed to read body text and not subject.

I can only think (as a workaround), a trigger with Subject Text - Contain "string of words" or specific words that can be normally found in the subject text, to route those emails/tickets to the specific Group.  

This might not be useful for you if the emails subject does not have pattern. But if does, a very customisable Trigger like: 


 
I hope this helps. 

Best, 

View comment · Posted Feb 16, 2022 · Fab S.

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Fab S. commented,

Community comment Q&A - Tickets and email
Hello Phil, 

As Eduardo mentioned, we should be able to move dragging Ticket Form fields, however the fields you are mentioning are inborn system fields and aren't editable. 

Hope this info helps. 

Best, 

View comment · Posted Feb 10, 2022 · Fab S.

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Fab S. commented,

CommentSetting up and using Text

Hi Larry Click, 
As we would need some more information from your request, I've replied to you on the ticket 9700690 that you can find on your email now and we can continue from there. 

Thanks, 

View comment · Posted Nov 01, 2021 · Fab S.

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Fab S. created an article,

ArticleHelp with support and ticketing

Question

I created a view to manage my tickets, and added the Request date as a column in the Formatting options. However, on some tickets, the date doesn't show the year. For example, 29 Mar as in the image below.
My_desk_-_Agent.png
Why is that?

Answer

The Requested column shows the date in full format, with the day, month, and year, if the date refers to the previous year. If the date refers to the current year, then it is shortened.

For more information about views, see the article: Creating views to manage ticket workflow 

Edited Aug 21, 2024 · Fab S.

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Fab S. commented,

Community comment Q&A - Tickets and email

Hello Sindy,

Thanks for your contact.

It is possible to Merge Tickets in a bulk, as long as the tickets are all on the same View. Please see here: Managing tickets in bulk 

To make it easier, you can create a View for that specific end-user, but to do that you need first to create am Organization and add the user to the Organization. Then you just need to create a View for that specific Organization so you will be able to Merge the tickets.

Please follow the steps from here: How can I keep track of specific end-user tickets .

Anyway, I hope this helps.

Thanks,

Fabricio | Customer Advocate

 

View comment · Posted Feb 24, 2021 · Fab S.

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