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Ivan Miquiabas
Joined May 13, 2021
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Last activity Jun 15, 2024
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Latest activity by Ivan Miquiabas
Ivan Miquiabas commented,
Good day! Please do send us a ticket on one of our channels here so that we can request the blocklisting of number within your Sell account. We will wait for your ticket.
Cheers!
View comment · Posted Jun 15, 2024 · Ivan Miquiabas
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Ivan Miquiabas commented,
Good day! Unfortunately, this is not a native functionality, although you may somewhat achieve this through setting up multiple brand.
In nature, you can set up a web widget for different brands with separate Help center each.
View comment · Posted Jun 15, 2024 · Ivan Miquiabas
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Ivan Miquiabas commented,
Good day! Yup you can, but you cannot open tickets directly from the Deleted tickets view. To view a previously-deleted ticket you'll need to restore it. Restoring a ticket returns it to its original view where you can see the email address it comes from, exactly as it was before it was deleted.
Cheers!
View comment · Posted Jun 13, 2024 · Ivan Miquiabas
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Ivan Miquiabas commented,
Most probably, but can you send a screenshot of what you can see under click
![](https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png)
SLA policy currently supports:
![](https://support.zendesk.com/attachments/token/zVLFBt0jR4dLn3XXDxmwmOcyn/?name=Screenshot+2024-05-09+at+3.51.37%E2%80%AFAM.png)
View comment · Posted May 08, 2024 · Ivan Miquiabas
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Ivan Miquiabas commented,
Thanks for reaching out! The Zendesk support (Legacy) plans are separate from the Guide plans as stated here. So if you are referring to downgrading Guide Professional plan to Team plan, I believe articles will be retained but features on Guide Professional will not, check the details here
Cheers!
View comment · Posted May 07, 2024 · Ivan Miquiabas
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Ivan Miquiabas commented,
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Ivan Miquiabas commented,
Thanks for reaching out! Unfortunately, this is not an option with the Play button, it cannot automatically assign tickets to your agents, option is to manually assign/skip tickets once they are on guided mode.
A feature that can do this is what we call omnichannel routing, you can check this out if this fitts your workflow.
Hope that helps!
View comment · Posted Apr 23, 2024 · Ivan Miquiabas
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Ivan Miquiabas commented,
Thanks for reaching out! Allow me to respond in English, but to answer your question, yes you can classify tickets with the use of Macro. Depending on your workflow, you can streamline responses to efficiently respond to customers with repetitive inquiries.
Hope that helps!
View comment · Posted Apr 18, 2024 · Ivan Miquiabas
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Ivan Miquiabas commented,
Thanks for reaching out! As per the our Talk metrics in Explore states, "Non- Answered" call was defined as The number of calls during which the end user wasn’t connected with an agent, voicemail or external number and didn't abandon the call in one of the defined call stages.
So Technically, we really cannot determined the catalyst if it was the customer or the agent, since no call was initiated in the first place. These are simply failed calls due to:
- Pending voicemails: those that were not completed, with no message.
- Failed calls: due to connection failure, the incorrect phone number, or simply disconnected before it is answered.
Hope that helps!
View comment · Posted Apr 18, 2024 · Ivan Miquiabas
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Ivan Miquiabas commented,
Thanks for reaching out! To keep track of those data, you can utilize Chat anlaytics for live chat and messaging.
If you need something more complex, you can write your own reports using a wide range of metrics and attributes. For details, see Creating reports in Zendesk explore using Chat data sets.
Hope that helps!
View comment · Posted Apr 18, 2024 · Ivan Miquiabas
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