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shelley

Joined Apr 16, 2021

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Last activity Jan 18, 2024

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ACTIVITY OVERVIEW

Latest activity by shelley

shelley commented,

Community comment Feedback - Ticketing system (Support)

+1 making the Due Date mandatory would reduce reduce the number of triggers required to force agents to add the Due Date - quite a convoluted process.

View comment · Posted Jan 04, 2024 · shelley

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shelley commented,

CommentWorkflow best practices and recipes

View comment · Posted Dec 18, 2023 · shelley

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shelley commented,

CommentTicket customization

By coincidence one of my agents brought up this exact same issue as Anjana Hiregoudar today. The chat doesn't translation unless there are 3 messages AND the translation option is missing from the menu. This means our agents have to manually translate these conversations via google translate. Not a great experience.

Is there a way around this so auto-translation kicks in from the start of the chat?

View comment · Posted Oct 05, 2023 · shelley

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shelley commented,

CommentExtending Zendesk

The link in the installation for the icon set 1 & 2 doesn't work. Can this please be fixed. Thanks

View comment · Posted Sep 25, 2023 · shelley

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shelley commented,

CommentSetting up Zendesk Chat

As per the comment in this article "Agents can choose to prompt visitors to leave a rating..." is this possible if using the classic web widget in AWS? If so where is this option located in the ticket?

 

View comment · Posted Jun 21, 2023 · shelley

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shelley commented,

Community comment Feedback - Ticketing system (Support)

Hi Jane Doe

ZenViews sounds almost too good to be true! Unfortunately your website lacks any detail about Zen Apps factory, who the company is, where the company is based, who is in the company etc and no privacy policy on data or terms & conditions. Also not boosting my confidence that you are using the pseudo Jane Doe.
It would be helpful if you provided these details at a minimum. Thanks

View comment · Posted Apr 16, 2023 · shelley

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shelley commented,

CommentAdditional ticket channels

Thanks Julio H

Unfortunately it is not possible. I spent a bit of time with your ZD Support team on this issue and they were the ones to tell me it is a limitation. 
FYI - the link goes to marketplace instead of the document.

View comment · Posted Apr 10, 2023 · shelley

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shelley commented,

CommentSetting up Agent Workspace

Hi Julio H

Thank you for your comment. The link to Reporting with Tags goes to marketplace for an App call Smart End-users Merge app. I am thinking this is not the document you were referring to?

I have already contact ZD Support about this issue when I first came across it. We discovered that this is a limitation when we moved over to AW, which meant reconfiguring all the custom reports we had set up that uses the shortcut tags. It would have been nice to know this is expected behaviour when for AW so this task of updating the reports could have been added to the prep list for the changeover. No matter for me now, hopefully it will help someone else.

View comment · Posted Apr 10, 2023 · shelley

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shelley commented,

Community comment Feedback - Chat and Messaging (Chat)

thanks Jupete Manitas for the update, good to know that it is still on the roadmap.

View comment · Posted Apr 04, 2023 · shelley

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shelley commented,

Community comment Feedback - Chat and Messaging (Chat)

With the help of ZD support I was able to work out the issue, it is literally just ticking a box.

1. Go to Chat Dashboard

2. Settings / Departments

3. Make sure the required Departments are 'Enabled for Chat'

4.  Click on the Department and click the box 'Enable in Chat'


https://support.zendesk.com/hc/en-us/articles/4408824439194-Serving-chats-in-the-Zendesk-Agent-Workspace#topic_cqb_whz_c3b

 

 

View comment · Posted Mar 07, 2023 · shelley

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