Recent searches


No recent searches

Tony Ho's Avatar

Tony Ho

Joined Apr 16, 2021

·

Last activity Feb 12, 2025

Following

0

Followers

0

Total activity

30

Votes

12

Subscriptions

11

ACTIVITY OVERVIEW

Latest activity by Tony Ho

Tony Ho commented,

CommentTicket automation and collaboration

Did something recently change? We've been using the Ticket Summary feature in the Intelligence Panel for awhile now until it disappeared today. We also don't see/have never seen the Ticket Summary icon as shown in the Article screenshots in our instance. It's like it's removed from our account entirely; despite us seeing other Advanced AI features like intent and generate text.

View comment · Posted Feb 11, 2025 · Tony Ho

0

Followers

1

Vote

0

Comments


Tony Ho commented,

CommentTicket basics

I just enabled this yesterday and today I have a brand (non default) with about 10 agents all indicating they don't see any information in the Home Section. That said, it seems like agents supporting my non default brand are fine. I've gone over the Limitations Documentation to see if there was any indicator there as to why a group of my agents see nothing in Agent Home but nada.

Any idea or should this end up being a ticket? There was a lot of enthusiasm from the agents when we announced this change being enabled but it died out quite quickly as there was nothing for agents to see in there.

Thanks.

 

View comment · Posted Jan 19, 2024 · Tony Ho

0

Followers

0

Votes

0

Comments


Tony Ho commented,

Community comment Feedback - Ticketing system (Support)

Hello, I am also adding my vote to this as it has impacted by Support team also on their daily workflow. Our team will modify subject lines in order to organize them in ways to make sense of things holistically but this really throws things off for them.

+1 to reconsider - thanks.

View comment · Posted Jun 16, 2022 · Tony Ho

0

Followers

6

Votes

0

Comments


Tony Ho commented,

CommentMeasuring success

Hello! I'm looking to enable CSAT/satisfaction ratings on our instance but not have any of the automations/triggers fire to send off ZenDesk survey requests since we use another service automation for our CSAT (NiceReply).

My goal here is simply to make the satisfaction fields available as a condition for me to use in further triggers and automation.

Is that possible? Would all I need to do be to deactivate the Business Rules mentioned in the above article?

Thanks!

View comment · Posted Mar 16, 2022 · Tony Ho

0

Followers

0

Votes

0

Comments


Tony Ho commented,

Community comment Feedback - Chat and Messaging (Chat)

Great catch - I've updated the original post with the last important step!

View comment · Posted Nov 18, 2020 · Tony Ho

0

Followers

1

Vote

0

Comments


Tony Ho commented,

Community comment Feedback - Ticketing system (Support)

Definitely +1 (voted). We currently use NiceReply to capture both CSAT + CES and are exploring what we can do in the same with the ZenDesk CSAT option.

This might actually be a blocker for us in moving over to use the built-in ZenDesk option for now.

View comment · Posted Jan 13, 2020 · Tony Ho

0

Followers

6

Votes

0

Comments


Tony Ho commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi everyone,

Being able to change an Agent Status is pretty critical on our end too and we were getting a lot of missed chats due to agents showing up as online when they shouldn't have been (we have a ticket already out for that).

That said - in our research and troubleshooting in trying to figure out how best to handle this - we found that ZenDesk (legacy) used to have an option for assuming an agent users identity if you were an Administrator. Once assumed - you could technically change their status as if you were them. I don't know why this is not a called out feature but more a hidden workflow. This workaround has worked for us in the meantime. You'll need to be an ADMIN to do this:

1) Log into your /users page at https://yourdomain.zendesk.com/users/ where yourdomain is your own ZD instance

2) On the list of users - hover your mouse cursor over the individual you'd like to assume

3) You'll see on mouseover, the option to "Assume Identity". This only shows on mouseover.

4) You'll then assume the Agent's identity. At this point you can hop into the chat overlay or dashboard and turn off the status. You can then go back to the same URL to unassume your identity.

*EDIT* Added step 5 thanks to @...

5. https://yourdomain.zendesk.com/users/revert to wizz you back to yourself. Especially important if the assumed user has no admin role (then you cannot open the /users list again - but the /revert will do the job tho)

I hope that helps!

 

View comment · Posted Feb 06, 2019 · Tony Ho

0

Followers

2

Votes

0

Comments