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Ronald Suplido Jr

Joined May 13, 2021

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Last activity Jun 12, 2023

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ACTIVITY OVERVIEW

Latest activity by Ronald Suplido Jr

Ronald Suplido Jr commented,

CommentUsing Built by Zendesk apps
Hi Julius, 

Thanks for your inquiry! I will be creating a separate ticket to address your concern with the Ticket Field manager app. You can expect a follow-up email from me the soonest. Thanks!


Best, 

 

View comment · Posted Feb 28, 2023 · Ronald Suplido Jr

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Ronald Suplido Jr commented,

Community comment Português do Brasil Comunidade
Hi, 

The error you got is due to the changing of the account owner which in turn breaks the integration. To fix this, we would need to use the API. I recommend that you open up a ticket to us so we can assist you further on this. Thanks!

View comment · Posted Feb 09, 2022 · Ronald Suplido Jr

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Ronald Suplido Jr commented,

CommentCall routing, greetings, IVR, and recordings
Hello MIlos, 

Apologies about your experience in contacting Support. We're now on messaging as announced here. There may be a wait time after the bot has transferred you to a live agent queue but still, you should be able to log a ticket to us through the messaging widget. 

As for your main concern, I'm going to bring this into a ticket so we can further investigate on your concern. You'll receive an email shortly stating your ticket has been created. Cheers!

View comment · Posted Dec 03, 2021 · Ronald Suplido Jr

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Ronald Suplido Jr created an article,

ArticleHelp with reporting and analytics

Question

Can I report on side conversations in Zendesk Explore? 

Answer

There isn't a dataset in Explore that allows you to report on side conversations out of the box.

As a workaround, create triggers that add tags to tickets every time that a side conversation is created, closed, replied to, or reopened. Then, use those tags to create reports in Explore. See the example below on how to create a trigger that adds a tag when a side conversation is created.

To create the trigger

  1. Create a new trigger
  2. Under Meet ALL of the following conditions, add:
    • Object > Ticket > Side conversation | Is | Created
  3. Under Actions, add:
    • Object > Ticket > Add tags | Enter your custom tag, for example side_conversation_created
  4. Click Create trigger

Add tags to report on tickets created from side conversations.png

After the trigger fires the first time and adds the tag to the ticket, you can start building reports in Explore to report on tags. For more information, see the article: Reporting with tags.

Edited Dec 16, 2024 · Ronald Suplido Jr

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Ronald Suplido Jr commented,

CommentGeneral questions about email and email template
Hi! I would recommend that you remove the existing address first before you re-add it using the "Connect other" method.

 If you're trying to connect a distribution type of email, this article (https://support.zendesk.com/hc/en-us/articles/4408833816218) gives you an overview of how it's supposed to be configured in your email host side. Essentially, the distribution email should only contain Zendesk-owned support address and nothing else. If your mail host supports removal of the footer in Group emails, I suggest that you do that too. Cheers!

View comment · Posted Nov 03, 2021 · Ronald Suplido Jr

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Ronald Suplido Jr commented,

CommentTicket basics

Good catchI Thanks for pointing this out. I overlooked regex as a possible workaround in your case. Cheers!

View comment · Posted Sep 17, 2021 · Ronald Suplido Jr

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Ronald Suplido Jr commented,

CommentTicket basics

Hello Yaniv,

I tried to replicate this using the "null" value but to no avail also. I got a confirmation from our team that the search parameter involving empty custom fields won't work as the current search function requires a value for lookup.

View comment · Posted Sep 15, 2021 · Ronald Suplido Jr

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Ronald Suplido Jr commented,

CommentHow to fix access issues

Hi! It seems like your issue is more about accessing your normal/production instance and not Sandbox. I'm going to bring this into a ticket so we can further investigate on your concern. You'll receive an email shortly stating your ticket has been created. Cheers!

View comment · Posted Sep 03, 2021 · Ronald Suplido Jr

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Ronald Suplido Jr commented,

CommentSetting up and using Text

Hi Matt! I’m not aware of any threshold documented, but that’s why we recommend keeping just one text conversation active per customer. So working through follow up tickets is the only approach I believe. That’s why your Trigger must set the ticket to closed as the SMS channel can’t follow the same threading logic you have on the email channel.

So for instance, you can modify the trigger that sends out SMS messages apply a tag. This tag can then be used in a separate trigger to set that ticket to "closed" instead of "solved." Hope this helps!

View comment · Posted Aug 04, 2021 · Ronald Suplido Jr

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