Allen Lai / Head of CX @ Otter.ai
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Activity overview
Latest activity by Allen Lai / Head of CX @ Otter.ai-
Allen Lai / Head of CX @ Otter.ai commented,
I'd like to change the URL to point to a custom form we created. How would I accomplish that by leveraging "article-more-questions" in the article_page.hbs template?
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Allen Lai / Head of CX @ Otter.ai commented,
Can a trigger be based on a Sunshine profile or object?
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Allen Lai / Head of CX @ Otter.ai commented,
Sometimes we may solve a ticket without assigning it to an actual agent. In that case, we don't want to insert a blank name in our c-sat trigger. If I understand liquid, I would insert this into th...
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Allen Lai / Head of CX @ Otter.ai commented,
This is perfect! Thank you!
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Allen Lai / Head of CX @ Otter.ai commented,
Hi Erica Girges, Thanks for the tip, but there has to be a more elegant way. Perhaps I'm not explaining it right and will try again. Currently, we allow anyone to submit tickets. Eventually, we wa...
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Allen Lai / Head of CX @ Otter.ai created a post,
End-users signing in using our company login credentials
AnsweredWe don't want our customers to have/manage a separate login to submit and view their tickets via Zendesk. Instead, we want to require customers to sign in and authenticate to their account with us....
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Allen Lai / Head of CX @ Otter.ai commented,
We don't want our customers to have/manage a separate login to submit and view their tickets via Zendesk. Instead, we want to require customers to sign in and authenticate to their account with us....
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Allen Lai / Head of CX @ Otter.ai created a post,
How to show agent activity by the ticket status at the time it was updated?
In order to help me with headcount planning, I'd like to know how many new vs open tickets each agent is responding to per day at the time the public comment was made. Unfortunately, I don't see an...
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Allen Lai / Head of CX @ Otter.ai commented,
@... Thanks for the suggestions! What I was hoping to implement is a workflow where it can integrate directly to Salesforce so the sales team won't need to go into a different tool. A solution that...
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Allen Lai / Head of CX @ Otter.ai created a post,
Best practice for passing tickets to Sales
Occasionally, prospective customers will write into support with pre-sales questions. Depending on what they're looking for, we may answer some of their questions. But for the larger deal sizes, we...