Kerry

Total activity

21
Last activity

October 27, 2021 19:01
Member since

April 15, 2021 14:45
Following

0 users
Followed by

1 user
Votes

0
Subscriptions

10

Activity overview

Latest activity by Kerry

Kerry commented, October 26, 2021 12:23
Felipe Tecna If you require routing to specific groups, based on language you need to set up brands for this requirement. For example. UK Social, DE Social etc You then associate the relevant bran...
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- Kerry
- Edited October 26, 2021 12:24
- 2 votes
Kerry commented, October 26, 2021 12:13
Derrek Jennings - This is possible, you need to create a standard calculated attribute. This is for minutes - ROUND(DATE_DIFF([ATTRIBUTE],[Ticket created - Timestamp],"nb_of_minutes")) This is for ...
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- Kerry
- Created October 26, 2021 12:13
- 1 vote
Kerry commented, October 20, 2021 08:42
This was possible to create in Insights, can the ETA please be expedited for the current bug so this is achievable in Explore.
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- Kerry
- Created October 20, 2021 08:42
- 4 votes
Kerry commented, July 19, 2021 14:37
Dominic has successfully demoed a workable solution to me. The issue is occurring due to cache browser settings. Sometimes if you remove the agent from the desired WhatsApp routing group and then a...
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- Kerry
- Created July 19, 2021 14:37
- 3 votes
Kerry commented, July 12, 2021 15:49
There doesn't appear to be a solution, however, I am liaising with Dominic a Zendesk Technical Support Architect who is being very helpful and is currently looking into this with the product team...
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- Kerry
- Created July 12, 2021 15:49
- 0 votes
Kerry commented, June 30, 2021 14:22
Zendesk support suggested creating a Support Interface trigger as detailed in this article This does not work, the Messaging tickets i.e WhatsApp are still broadcast to all agents, not the specifi...
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- Kerry
- Created June 30, 2021 14:22
- -1 votes
Kerry created a post, June 30, 2021 07:17
WhatsApp/Messaging Agent Work Space
Answered
1. Community
2. Zendesk Suite Q&A
When the Agent Workspace is activated WhatsApp has to be connected via Messaging channels, as it has to be when Agent Workspace is enabled Messaging tickets i.e WhatsApp is presented to agents via...
- Kerry
- Created June 30, 2021 07:17
- 9 followers
- 10 comments
- 8 votes
Kerry created a post, May 25, 2021 13:51
Chat trigger to tag a chat when a customer has initiated a chat with an agent, but then the customer doesn't respond and remains idle
1. Community
2. Feedback - Chat and Messaging (Chat)
We have spoken to Zendesk Support who has confirmed it is not currently possible to create a Chat trigger to tag a chat when a customer has initiated a chat with an agent, but then the customer doe...
- Kerry
- Created May 25, 2021 13:51
- 3 followers
- 1 comment
- 0 votes
Kerry commented, August 20, 2019 15:32
Hi, We have a requirement to review backlog tickets based on tag and organisations within a single report, I have logged a ticket and am keen to understand if it is possible to use multiple da...
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- Kerry
- Created August 20, 2019 15:32
- 0 votes
Kerry commented, March 26, 2019 08:53
Hi Vincent, Yes, we would like to be able to build a report with the metrics/attributes listed. Kind Regards Kerry
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- Kerry
- Created March 26, 2019 08:53
- 0 votes