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Christian Estefani
Joined Apr 15, 2021
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Last activity Dec 12, 2024
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Latest activity by Christian Estefani
Christian Estefani commented,
Just to let you guys know, this feature is long available in Zendesk.
You need to use this placeholder: ticket.ticket_field_option_title_
View comment · Posted Dec 12, 2024 · Christian Estefani
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Christian Estefani commented,
I like filtered views so far. I have two suggestions:
- Can we have a feature to rearrange the filtered views? Currently the recently created/edited view gets put on top. I'd like to be able to arrange them like I do with triggers.
- Can we have a feature to generate a URL for each filtered view? That way, teams that need different views can bookmark the filtered view they need so they don't have to keep switching views when opening the dashboard.
Thanks!
View comment · Posted Oct 23, 2024 · Christian Estefani
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Christian Estefani created a post,
I have a question to our Zendesk Community!
So, my team is still considering the transition from Chat to Messaging.
The reason for the delay is that Messaging authentication is only possible with JSON web token, which requires us to create a costly new server just to receive authentication requests.
This is unlike classic Chat which is already authenticated by the user's Zendesk Help Center login (via SAML SSO in ours).
While we can still use the Messaging widget without authentication, one limitation of this is that the widget cannot provide article search results if the Help Center itself requires sign-in (even if the articles themselves are set to “Everyone” viewing permission).
My question is, if you are using Messaging within a Help Center that requires sign-in, how did you manage its limitations?
Did you purchase a server just for the JWT?
Did you forego article recommendations altogether?
Did you force your Help Center to become publicly available?
Or, did you find a workaround for article recommendations or authentication without any additional cost (i.e., no server needed)?
Basically, I want to understand how the Community is handling Messaging despite this annoying issue with authentication (which is especially annoying since Chat already does not require JWT for authentication).
Posted Apr 30, 2024 · Christian Estefani
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Christian Estefani commented,
I see. Thank you very much for explaining it, @Paolo!
We already have the Collaboration add-on in our legacy plan for the Light Agent feature, so it looks like we obtained the Side Conversations feature alongside it without realizing it!
Thanks again. Have a great day~
View comment · Posted Apr 24, 2024 · Christian Estefani
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Christian Estefani created a post,
Hello,
If I remember correctly, Side Conversations used to require additional cost (as an add-on, perhaps?), so we had to do feasibility testing to see if it was worth purchasing.
Now, I can already see this feature in our Zendesk Suite Enterprise without any prior preparations.
Is this feature free now? Free only for Suite, or free for any paid Zendesk plan?
Also, if you can, please help me find references about Side Conversations being changed to free.
I'm sure it wasn't free before but now I can't find any documentations about it having a cost.
Thanks!
Posted Apr 22, 2024 · Christian Estefani
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Christian Estefani created a post,
Some background about this matter:
https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/voice-messaging-qs/
Since the Messaging widget's "Answers" (flow bot) cannot direct the user to Embedded Talk, the guide above was created as a workaround, where users can open the Talk widget by manually clicking a button in the website instead.
If you want users to call you via Embedded Talk, you make the flow bot explain where to find the "Call us now" button that you created.
Now, rather than instruct users to look for the button, I want to make a JavaScript where the Talk widget gets automatically activated if the Messaging widget utters a key phrase (e.g., "You are now being redirected to our Talk widget").
According to Zendesk Support, this can be done using MutationObserver:
https://developer.mozilla.org/en-US/docs/Web/API/MutationObserver
I can't ask Support to give me the exact code to write to make this work for my Help Center since it's out of their scope, but I was hoping the Community can help me out instead?
Could you guys help me write a JavaScript that uses MutationObserver to make the Talk widget open when the Messaging widget utters a key phrase? If possible, let's also add a rule that the instance only listens for the key phrase when the widget is clicked on ("Open" status).
Thanks in advance!
Christian
Posted Jan 25, 2024 · Christian Estefani
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Christian Estefani commented,
Hello! I have a few more suggestions on how we can make Zendesk a more brand-focused experience for our agents.
- Zendesk role should also set a default value for the following in the Agent Workspace:
- Which brand is immediately shown when opening the ticket creation page
- Which form is immediately shown
- Which Help Center loads from the Guide shortcut - Zendesk group should be associated with a brand.
(One brand each, or maybe more, like with Zendesk forms?) - When opening the Assignee field in the ticket form, groups from other brands should be collated into their brands, so that agents can only see groups from other brands only when they purposely want to (like in cross-brand escalation).
- The following should also have brand-based permission: (Or role-based permission if the role can be associated with a brand)
- Access to tickets
- Access to suspended emails (can only see suspended emails to addresses associated with their brand)
- Views
- Macros
Basically, I hate that the Zendesk Agent Workspace defaults to the main brand, and agents from other brands have to manually change their brand and form when creating tickets.
I also hate that ticket viewing permissions are so inefficient and suspended email viewing permissions are practically unavailable for them.
View comment · Posted Nov 24, 2022 · Christian Estefani
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Christian Estefani commented,
I'm glad to see my company's not the only one who needs this function!
Our Zendesk instance contains a CITD brand and an HR brand, and agents associated with one brand should not have access to the other brand's tickets (due to confidential content).
We cannot create a separate instance for the other brand because it is difficult to manage our agent license count for two separate brands (unless Zendesk allows free transferring of licenses between instances?).
This is because the number of agents we have per brand changes quite often, and we cannot estimate how many licenses are needed per brand. (It'd be a waste to have too many excess instance-specific licenses, considering their price.)
Currently, we are using the workaround of:
- Restricting agent access to groups; and
- Adding the agents to ALL groups associated with their brand.
However, this workaround is highly inefficient because:
- Agents receive notification emails for tickets they are not currently in charge of (because they're added to the other groups); and
- It is quite challenging to assign a ticket to a specific person under a specific group because the agent's name appears under so many groups.
Take note that our CITD brand alone has over 50 Zendesk groups, and we have many other brands aside from that one that have a lot of groups.
I hope this suggestion gets approved and then implemented soon!
Basically, here is my suggested function:
In role settings, under "What kind of tickets can this agent access?", there should be this option:
All within this agent's brand(s)
When that option is chosen, there should be a new setting asking which brands to associate the role with.
I think this mechanic can be similar to ticket forms:
Then, agents under that role can only access a ticket if it's assigned under the associated brand.
(Of course, not counting tickets they're CC'ed to or a requester of.)
View comment · Posted Dec 19, 2018 · Christian Estefani
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