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Gabriel Manlapig
Joined Apr 16, 2021
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Last activity Feb 06, 2025
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Latest activity by Gabriel Manlapig
Gabriel Manlapig commented,
Please be informed that the users' phone numbers are not configured within the trigger. However, they can be found on each individual user profile page. There are two requirements for Talk to be able to identify an existing user from their telephone number:
- The number in the user's profile must be formatted with the internationally standardized E.164 format, for example, +16175551212. For more information, see the article: What are the accepted phone number formats for Talk?
- The number must be marked as the user's direct line. Zendesk cannot identify a user if they are using a shared number.
View comment · Posted Feb 06, 2025 · Gabriel Manlapig
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Gabriel Manlapig commented,
There are no in-app notifications or administrator view of community posts in Gather. In order to receive notifications for community activity, you will need to "follow" every topic in your community, and you will then receive email notifications when users post.
The best workaround is to set up a Gmail account that can be dedicated to receiving notifications and then create a Help Center account with that email address and subscribe it to everything in your community. This way, you can use Gmail's labeling functionality to help track and manage your community conversations.
View comment · Posted Nov 21, 2024 · Gabriel Manlapig
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Gabriel Manlapig commented,
Whenever installing an app, Zendesk specify app requirements for it and these can be viewed at
https://{subdomain}.zendesk.com/api/v2/resource_collections.
It appears that the field you wish to change or modify is either mapped or automatically generated by one of your apps in Zendesk. You might need to contact the developer of that app to check on how they limit the ticket field customization / modification and if this can be changed.
We hope that helps, thank you!
View comment · Posted Nov 18, 2024 · Gabriel Manlapig
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Gabriel Manlapig commented,
It turns out that the hiccup you're experiencing is tied to the chat app you're using. We did some digging and found out that this is actually a known limitation with the Zendesk Agent Workspace and the Chat app. You can check out the details right here: Limitations in the Zendesk Agent Workspace.
Regarding that error message you're seeing – "An agent is talking to this customer. You can see a transcript of this conversation when they're done" – when you're trying to hop into a conversation with an offline message through the Zendesk Support mobile app, it's actually expected behavior. As it stands, our current setup doesn't support responding to Chat Agent workspace tickets in the Support app. It's a feature limitation we're dealing with.
What this means is, while you can't reply in real-time through the app, you'll definitely be able to view the transcript or message once the chat has wrapped up or if it's an offline or missed chat. I know it's not ideal, but that's the current state of play.
View comment · Posted Nov 17, 2024 · Gabriel Manlapig
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Gabriel Manlapig commented,
As mentioned in this article, when you receive more than 20 emails from the same user in the same hour, Zendesk will automatically suspend those emails. If you get over 40, then we outright reject those emails.
A core principle for Zendesk and the email channel is that it's designed for end-users to send email communication. Meaning, an email is supposed to be a channel for actual people to send emails, not just to receive system-generated or no-reply messages. Creating tickets via API will circumvent the 20 emails per hour limit, since API is the only channel where bulk ticket creation is supported.
View comment · Posted Nov 17, 2024 · Gabriel Manlapig
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Gabriel Manlapig commented,
View comment · Posted Nov 17, 2024 · Gabriel Manlapig
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Gabriel Manlapig commented,
SLA first reply time is calculated based on the public comment from the user / requester. If a ticket is created with a private comment, the SLA first reply time target will not start until the ticket gets a first public comment from an end user.
For reference, please see this article: Zendesk SLAs and first reply time
Just a quick note: there are instances when an end user responds to a closed ticket and wasn't part of the original conversation. In such cases, the follow-up ticket will receive a private comment instead of public comment, which means the SLA won't apply. To answer your question, I'm afraid this is an expected behavior and we don't have a trigger to fire the SLA badge to run.
Thank you!
View comment · Posted Sep 02, 2024 · Gabriel Manlapig
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Gabriel Manlapig commented,
Hi Helen,
Based on the information in this article, to configure user mapping you will need to enter the email domains, separated with spaces (for example, organization1.com organization2.com).
We tried to use only the ‘co.uk’ or various other commercial domains with country codes, but unfortunately it did not work. I hope that answers your question. Thank you!
View comment · Posted Aug 05, 2024 · Gabriel Manlapig
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Gabriel Manlapig commented,
Hi Roberto,
When you delete a user (agents or admins), all the closed tickets associated with it can still be accessible by searching the Ticket ID. However, you cannot reassign closed tickets, so the agent will remain the assignee of any closed tickets. As of the moment, Only open tickets – that is, tickets that aren't in the closed state – can be reassigned.
What we can recommend is to archive a list of the tickets of that specific user so that you will have access to all the Ticket IDs before deletion.
View comment · Edited Aug 02, 2024 · Gabriel Manlapig
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Gabriel Manlapig commented,
Hi Amanda,
Natively, there isn't any filter or condition available in ticket views to list down all the tickets that one user is following. Alternatively, there are two options available to view the ticket you and other users are following:
- Option 1: Select Followed tickets on your profile page or other users profile page.
- Option 2: Create a macro that you will manually apply in a ticket to add a tag. Then use the tag as a condition in view to display the tickets you are following.
Kindly visit the article How can I view tickets I follow? for more information.
View comment · Edited Jul 29, 2024 · Gabriel Manlapig
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