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Miles Ilog's Avatar

Miles Ilog

Joined Apr 14, 2021

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Last activity May 08, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Miles Ilog

Miles Ilog commented,

Community comment Developer - Zendesk APIs
Hello Tala‍,
 
Thanks for your inquiry about images or videos from Instagram stories not being added to tickets. 
 
After checking on the expected functionality of Instagram Direct, I found at this time we don't pull the image you see on Instagram, we just pull the comments or texts. 
 
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
 
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post.
 
We genuinely value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

View comment · Posted Jun 08, 2023 · Miles Ilog

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Miles Ilog commented,

CommentGetting started with Talk
Hi Anna, 
 
You would be paying for the price of the inbound call when received plus the price of the outbound call when forwarded. 

View comment · Posted Apr 08, 2022 · Miles Ilog

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Miles Ilog created an article,

ArticleHelp with messaging

Issue symptoms

I am receiving the error Changes couldn't be published. Fix the errors and try again when attempting to publish a bot flow using the bot builder. How can I resolve this?

Resolution steps

There are multiple error messages and reasons why the bot builder can't be published. Find the specific error that applies to you below. 

Add a step to complete your flow
This error means there are missing steps or no steps added to the flow. You can choose from one of the steps below:

  • Send message
  • Present options
  • Show Help Centre articles
  • Transfer to agent
  • Add business hours condition
  • Ask for details
  • Make an API call
  • Ask if question resolved

For more information on bot flow types, see the article: Understanding bot flow step types.

Enter a bot message

This error means that the Send message step for the bot message has been left blank. Enter the text you want to display to the customer.

Enter an option name

This error means that the Present Options step has been selected with no options. You can present up to six options. If you want to present less than six, make sure that all Options fields are filled out.

Add at least one article

This error means the Show Help Center articles step was selected with no public articles added. Ensure that at least one public article has been added.

Edited May 10, 2023 · Miles Ilog

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Miles Ilog created an article,

ArticleHelp with messaging

Issue symptoms

How can I resolve the error: Failed to update your WhatsApp profile when updating my updating WhatsApp business profile? 

Resolution steps

This error message typically means a value within your WhatsApp business profile is entered incorrectly, or in improper formatting. To resolve this error, ensure the following values are entered:

Website

Your website URL should begin with https://

Industry

This value is optional, you can always leave this section empty.

If you add an industry, make sure the value entered is listed within this article from the Meta for Developers page: Business Profile Settings.

Business profile picture

Description

The description section of your business has a limit of 256 characters. If the characters exceed 256, update this section using fewer characters. The system allows you to add the corresponding information for the other sections. For more information on the description section, see the article: Update Integration Profile.

Edited Jan 23, 2024 · Miles Ilog

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Miles Ilog created an article,

ArticleHelp with support and ticketing

Issue symptoms

I can’t change the email address from my profile page. The option Edit email is grayed out.

Resolution steps

There are two ways to update your primary email address from your profile. 

From Support
  1. On the Support page, go to your profile icon in the upper-right corner of the page header, then select View profile.
  2. Click on the +add contact to add the preferred email address.
  3. A verification email will be sent to the newly added email address. Click on the link to confirm the new address.
  4. Once the new email address has been verified, go back to the profile page and click on the arrow next to the new email. Choose Make primary contact.
From Admin Center
  1. On Admin Center, go to your profile icon in the upper-right corner of the page header, then select View profile.
  2. Click on the Account tab.
  3. Update the email address on the email field.
  4. Click on the Save button.

For more information, see this article: Viewing and editing your user profile in Zendesk Support.

Edited Dec 14, 2022 · Miles Ilog

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Miles Ilog commented,

Community comment Feedback - Chat and Messaging (Chat)
Hi Felix, 

Upon checking, a colleague is already working with you about this concern. We'll get back to you as soon as we have an update. 

View comment · Posted Dec 10, 2021 · Miles Ilog

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Miles Ilog commented,

Community comment Q&A - Objects, workspaces, and rules
Hi Jeremy, 

It's not currently possible to change the support address on a ticket via a trigger. The Select an Address app only functions when you have the Support agent interface open. The basic plan of Select an Address does have some automatic functionality of setting the address based on groups.

If you feel this would be a useful product feature for an upcoming update to the Select an Address app, please leave a message in the official feature request thread

View comment · Posted Dec 09, 2021 · Miles Ilog

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Miles Ilog created an article,

ArticleHelp with voice

Question

I currently have VoIP phone hardware that I'd like to use with Zendesk Talk. Is this possible?

Answer

Using VoIP phones with Zendesk Talk is not possible. However, if you have an existing number on your VoIP phone, you can forward the calls from Zendesk Talk to the VoIP phone.

To learn more about forwarding calls, see the article: Setting up your browser or phone for calls.

Edited Nov 10, 2022 · Miles Ilog

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Miles Ilog commented,

CommentGetting started with Talk
Hi Blake, 

VoIP phone hardware like Polycom desk phones can't be used with Zendesk Talk. However, if you have an existing number on your VoIP phone, you may just forward the calls from your Zendesk Talk to the VoIP phone.

To learn more, see How do I take calls on a personal or desk phone?

View comment · Posted Nov 11, 2021 · Miles Ilog

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Miles Ilog commented,

CommentUsing legacy AI agent functionality
Hi CoinBounds, 
 
Upon checking, a colleague is already working with you about this concern. Please reply to the ticket to further investigate the issue. 
 
Thank you. 

View comment · Posted Nov 10, 2021 · Miles Ilog

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