Joshua Bentley
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Total activity211
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Last activity
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Member since
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Activity overview
Latest activity by Joshua Bentley-
Joshua Bentley commented,
Which role permissions are used to give agents access to create articles through Knowledge? I'm fine with them recommending, but only a select few of our ZD users should have the ability to create ...
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Joshua Bentley created a post,
Custom Avatar for System Responses
Request: Allow the default icon to be changed for the system responses generated by messaging/chat triggers. Problem: Our company is using the AI-powered conversation bot. We love being able to cus...
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Joshua Bentley commented,
Shawna James - Thank you! I noticed when creating a ticket through Messaging for Premier Support that the drop-down options presented there did default to a dash. How do you have your Messaging set...
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Joshua Bentley created a post,
Talk - Allow Agent Transferring to Group Voicemail
Request: Allow agents to transfer calls directly to a group's voicemail. Impact: This need occurs several times a week and impacts agents and end-users. Problem: We have two groups that are voicem...
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Joshua Bentley commented,
We have two brands with different hours for chat support and chat support has different hours from our other channels. Rather than having to create multiple schedules and recreate the holidays, it ...
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Joshua Bentley created a post,
Form Functionality Parity between Support and Messaging
Request: We would like to see fields function the same way in Messaging function as they do in our forms. In the dropdown, forms currently default to the blank answer. In Messaging, the first item ...
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Joshua Bentley created a post,
Customer Idle Warning Notifications
Request: Allow for the creation of triggers in Messaging to warn customers of impending time out. We would like to be able to automatically notify individuals who are at risk of timing out. This wo...
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Joshua Bentley created a post,
Customer Idle Notification
Request: Allow for the creation of triggers that allow admins to create a message to let customers who time out know that they timed out and to check their email for the remainder of the conversati...
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Joshua Bentley commented,
Thanks, Brett!
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Joshua Bentley created a post,
Intelligent Triage on Voicemail?
AnsweredThere may be a post or article on this already, but I didn't find anything when I did a quick search. Can someone confirm that Intelligent Triage does not look at voicemail transcription? Either we...