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Kamila Koppe

Joined Apr 14, 2021

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Last activity Mar 25, 2022

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ACTIVITY OVERVIEW

Latest activity by Kamila Koppe

Kamila Koppe created an article,

ArticleChat best practices and recipes

Use this recipe to route all chats from visitors in a certain country to a certain agent or department. For example, send all chats initiated by people in France to your French-speaking support team.

Note: To route a chat to a specific agent or department, you will first need to set up departments and add the agents to each department.

How to create the trigger in Chat:

Create chat triggers (one trigger for each URL or country code) with one of the Location of Visitor conditions and the action Set Visitor Department. With these triggers in place, chats will be routed accordingly to the selected department.

Learn more about how Zendesk identifies the country or city your visitor is browsing from in this article: How does Zendesk capture the location of the end-user?

For more information, see Automatically route chats to departments.

Example trigger:

Route chats coming in from France to your French speaking advocates:

  • Run trigger: When a visitor has loaded the chat widget
  • Check conditions: Check all of the following conditions
    • Visitor country code | Equals | FR
  • Perform the following actions
    • Set visitor department | French Customer Support

Edited Dec 13, 2024 · Kamila Koppe

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Kamila Koppe created an article,

ArticleHelp with support and ticketing

Issue

I requested CSV file but haven't received the download link in my email yet. 

Resolution

If you haven't received the data export zip file containing the data report(s) via email, you can download the file by going to Admin Center > Account > Tools > Reports, click latest.

Report

Data export must be enabled by Zendesk for your account. You also need to have permission to export account data as an admin or agent with a custom role. If you do not see this option, your account owner can contact Zendesk Customer Support to enable it. For more information, see the article: How do I enable exports?

Edited Jan 22, 2024 · Kamila Koppe

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