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Rachel Orio's Avatar

Rachel Orio

Joined May 13, 2021

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Last activity Jun 26, 2024

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ACTIVITY OVERVIEW

Latest activity by Rachel Orio

Rachel Orio created an article,

ArticleHelp with live chat

Question

Why are chats not being routed to other available agents when the maximum wait time limit is reached?

Answer

When skill-based routing is enabled and the maximum wait time in seconds expires, the chat gets re-assigned to any available agent within the department or account. The agent's department takes precedence over their skills.

The account takes precedence when a ticket doesn’t have department information. Once a ticket has a department, the routing will be met.

For more information, see the article: Chat skills-based routing FAQ.

Note: If you are interested in omnichannel routing instead, the feature supports accounts that are using live chat and messaging channels. When activated, omnichannel routing will assign chat and messaging tickets to agents. For the best experience, Zendesk recommends waiting to turn on omnichannel routing until the majority of your conversational support tickets are received from messaging channels. For more information, see the article: Using omnichannel routing while migrating from chat to messaging.

Edited Feb 26, 2024 · Rachel Orio

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Rachel Orio commented,

CommentUsing AI agents for messaging
Hi,
It seems that you already have an existing conversation with my colleague regarding the same question, should you have any clarification kindly reply to the ticket so we can better assist you.

- Rachel

View comment · Edited Nov 12, 2021 · Rachel Orio

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Rachel Orio created an article,

ArticleHelp with voice

Question

Can I change the external number associated with a specific brand?

Answer

Yes, natively Zendesk Talk associates external numbers to the brand set as the default brand when the number is added to the account. This can be changed with the following workaround:

  1. Delete the external number from your account
  2. Change the default brand according to the brand you want the external number to route to
  3. Re-add the external number to your account
  4. Set the brand back to the correct default brand

For more information see the article: Adding Talk phone lines.

Edited Dec 19, 2023 · Rachel Orio

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Rachel Orio created an article,

ArticleHelp with help center

Question

How do I hide the author of help center articles?

Answer

To hide the author for customers viewing the help center on a web browser, you can uncheck the author element in the Copenhagen theme.

gif.gif

To hide the author for iOS or Android users, this is done in the mobile app source code by hiding footer. 

To hide the footer, add the following to your help_center_article_style.css file:

Screen_Shot_2021-09-23_at_5.53.12_PM.png

As an additional option, you can hide the author from the search results by wrapping in the search_results.hbs page. The end result of the code should look like the following.

  

author_search.png

For more information, see this article: Customizing your help center theme.

Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Please post any issues you have in the comments section or try searching for a solution online.

Edited Jun 26, 2023 · Rachel Orio

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Rachel Orio created an article,

ArticleHelp with messaging

Issue symptoms

The pre-chat form doesn't show up even though I have already enabled it.

Resolution steps

If the pre-chat form doesn't show, ensure there is an agent online on the live chat. 

If you are using messaging, the pre-chat form isn't available for use.

As a workaround, create a custom conversation flow using the bot builder to automate your messages and collect the information of your visitor before sending them to an agent. 

Using the Transfer to agent step, you can add ticket fields to the flow to require users to enter their information.

See the image below as an example flow that asks the customer for their name and email address before transferring the conversation to an agent. 

botpreview.png   

If you still want to use the pre-chat form, disabling Zendesk messaging is your best option.

Edited May 10, 2023 · Rachel Orio

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Rachel Orio created an article,

ArticleHelp with messaging

Issue symptoms

Agents are unable to respond to an Instagram Direct message in Support.

Resolution steps

Only the assigned agent or @mentions can join a live Instagram Direct conversation. For steps on how to assign a ticket, see the article: Manually assigning a ticket.

Note: Agent collaboration for messaging must be activated to use @mentions. For more information, see the article: Activating agent collaboration for messaging.

If the assigned agent or @mention is unable to respond to the message, then they must be enabled for Chat. Depending on your role, you can update the agent's permissions in a few ways:

For Support admins

  1. Open Admin Center and navigate to the Team members page.
  2. Search for the affected agent, and open the agent’s profile page.

For more information, see the article: Setting roles and access in Zendesk Admin Center.
For Chat admins

From the Chat Dashboard, navigate to Settings > Agents > Add agent.
For more information, see the article: Understanding default roles in Zendesk Chat.

Additional resources

If this article doesn't solve your issue, see these articles:

Edited Jan 11, 2024 · Rachel Orio

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Rachel Orio commented,

Community comment Feedback - Ticketing system (Support)

Hi Moshe,

This is currently being worked on, unfortunately, we are unable to provide more concrete detail yet but we are working towards a feature - Email Delivery Status - that will surface delivery status within the ticket. Stay tuned for the announcement on when this will be released.

Regarding forwarding bouncebacks from your own email server into Zendesk as tickets for agents to pick up and follow up, this is something that we are unable to control since email bounce is happening from your email domain. Creating a proactive ticket is the best workaround for this kindly check this document for guidance https://support.zendesk.com/hc/en-us/articles/203690946-Creating-a-ticket-on-behalf-of-the-requester-standard-agent-interface-.

View comment · Posted Jul 06, 2021 · Rachel Orio

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Rachel Orio commented,

CommentCustomizing reports

Hi @pstrauss,

Furhter investigation is needed on your concern so we can I identify what's causing the issue. A ticket is created on your behalf kindly expect an email shortly stating the ticket has been created.

Best regards,

Rachel Orio

View comment · Posted Mar 23, 2021 · Rachel Orio

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