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Rusty Bautista

Joined Apr 14, 2021

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Last activity May 30, 2023

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Latest activity by Rusty Bautista

Rusty Bautista commented,

CommentWeb Widget (Classic) documentation
Hi Jason,
 
I've opened a separate ticket for you in regards to your query as this may require some back and forth information to assist you properly.
 
Thanks!

View comment · Posted May 19, 2023 · Rusty Bautista

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Rusty Bautista commented,

CommentWeb Widget (Classic) documentation
Hi Jason,
 
If you've set-up your account under Messaging, then kindly follow the steps noted below.
 

Admin Center > Channels > Messaging and social > Messaging > go to Installation tab and you should see the snippet code there and as noted, make sure to copy and paste that to every HTML page you want it on.

 
I hope this helps!
 
Thanks!

View comment · Posted May 19, 2023 · Rusty Bautista

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Rusty Bautista created an article,

ArticleHelp with voice

Question

I want to route inbound calls to multiple groups of agents in Zendesk Talk. How do I set up the routing for one phone line so that each group of agents receives a similar number of inbound calls?

Answer

Zendesk Talk will route inbound phone calls to the Primary group in your Talk Line's routing setup first. If you prefer to split inbound calls between multiple agent groups, you can set the Primary group to an agent group with no agents as a workaround.

  1. Create a new agent group and do not add any agents to the group.
  2. Open your Talk line's Routing settings and set the group with no agents as the Primary group. Enable any other applicable agent groups for routing on the same phone line.
    Talk_line_routing_settings.png
  3. Click Save changes.

Once the settings are saved, inbound calls will route evenly to each of the secondary agent groups based on agent availability. For more information on the routing order of phone calls, see the articles:

Note: This workaround does not function if you are using omnichannel routing. When omnichannel routing is enabled, calls only route to the primary agent group. Omnichanel routing is the default routing experience for all accounts and trial customers of Zendesk Suite created after December 11, 2024. For more information, see the article: Using omnichannel routing to route calls.

Edited Jan 20, 2025 · Rusty Bautista

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Rusty Bautista created an article,

ArticleHelp with email

Question

I want to customize the look of our outgoing email. Can I edit the email template?

Answer

Yes, you can change the appearance of the outbound emails by editing the HTML and CSS in the HTML template.

For more information on how to edit the HTML template, see the article: Customizing templates for your email notifications.

Note: HTML template editing is not enabled by default. To enable editing in the template, contact Zendesk Customer Support. Provide your subdomain, a link to your company website, and an explanation of your use case to our Support team.

Edited Jan 24, 2024 · Rusty Bautista

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