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Jón Andri's Avatar

Jón Andri

Joined Apr 15, 2021

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Last activity Oct 22, 2021

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ACTIVITY OVERVIEW

Latest activity by Jón Andri

Jón Andri commented,

CommentHow to create and update reports

Can you please cosider adding reporting on custom agent roles, or expose the permission_set parameter from the API. Reporting on agents without possibility to distinguish between Agent and Light Agent is necessary for monitoring licence usage.

View comment · Posted Apr 06, 2021 · Jón Andri

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Jón Andri created a post,

Post Feedback - Ticketing system (Support)

Each business on Facebook has a section to keep track of Mentions on Facebook, e.g.

https://business.facebook.com/yourbusiness/notifications/?section=activity_feed&subsection=mention

In Facebook Integration settings, there is no option to include those Mentions and let them create Tickets like other Facebook activity

https://yourdomain.zendesk.com/agent/admin/facebook

 

The only thing I can find is discussion from 6 years ago: https://support.zendesk.com/hc/en-us/community/posts/204248887-Facebook-mention-integration

which probably didn't lead to any solution.

 

It is essential for us to be able to track ALL activity from Social media and getting that into our Customer Service tool. Going back to using several tools to keep overview is not what we expected when joining Zendesk.

Posted Feb 11, 2021 · Jón Andri

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Jón Andri created a post,

Post Feedback - Chat and Messaging (Chat)

Adding links to Guide articles to Chat and Facebook Messenger tickets results in really long and ugly URLs
Those links could at least be trimmed after the article ID, to skip all the additional parameters.

Can this please be prettyfied as this isn't something we would like to send to customers?
- it looks like a scam / junk links

 

Posted Jun 23, 2020 · Jón Andri

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