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Anton M.
Joined Apr 15, 2021
·
Last activity Sep 12, 2022
Zendesk Partner (OAPPS)
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Latest activity by Anton M.
Anton M. commented,
At the moment the best way is to use Zendesk API (+ Zendesk apps or some backend script) to pull additional information. In the Ticket.Audit you can get SunCo Conversation ID. Then you can use SunCo ConversationID to pull additional information via Smooch API.Tho Zendesk is rolling out a feature to pass ExternalD
View comment · Posted Sep 12, 2022 · Anton M.
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Anton M. created a post,
Agents should be able to preview videos and listen audio files without leaving agent workspace.
In our case customer send us many DMs with videos showing issues they have with delivery.
When agents use native social media tools they can view videos or listen to audio files right within conversation. In Zendesk they have to spent time opening files in the new browser tab.
We think using Zendesk should not degrade agents performance. We waste ~40 man hours hours daily because of this missing feature.
Posted Mar 08, 2022 · Anton M.
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Anton M. commented,
7 years have passed. There is still no way to manage bounces. How come, Zendesk?
I would suggest to flag comments that were not delivered in some way.
View comment · Posted Feb 15, 2022 · Anton M.
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Anton M. commented,
Can you share a tip, how to make bot to react properly to the conversation start?
When we start conversation in a web widget, the bot reacts proactively so users can see icebreakers options straight away.
Yet when using social messaging, the bot does not start by itself, so conversation starts like that:
1. User: Hello!
2. Answer bot: Sorry I do not understand. Please rephrase or
(Start Over)
3. User: Start Over
4. Answer Bot: Please choose your issue (billing) (other)
Is there a way, for the bot to skip to the root tree element (4) when receiving greeting from user or even start proactively in Twitter and other channels, that support it?
View comment · Posted Feb 01, 2022 · Anton M.
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Anton M. commented,
Pavlo Zaporozkyi have you received any feedback about CCAPI usage along with messaging?
My current understanding is that you need to get SunCo to add bots to messaging.
View comment · Posted Feb 01, 2022 · Anton M.
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Anton M. commented,
upvoting. having 2 weeks №52 in one year is a mess (Jan from previous year + Dec for current) .
In our internal reports I've created a new custom metric as a workaround.
Here is calculated attribute code, that works for ticket creation week and year. It uses the fact, that first day of the week only exists in 1 year, + some formatting, so the text field will sort correctly.
If WEEK_NUMBER_MONDAY(START_OF_WEEK_MONDAY([Ticket created - Timestamp]))<10 then
String(Year(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
+"-0"+String(WEEK_NUMBER_MONDAY(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
else
String(Year(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
+"-"+String(WEEK_NUMBER_MONDAY(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
endif
PS you may need to use WEEK_NUMBER_SUNDAY if your weeks start on Sunday.
View comment · Posted Jan 25, 2022 · Anton M.
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Anton M. commented,
That’s a phone number where Zendesk staff can contact you in case of emergency with your app or integrations.
View comment · Posted Nov 14, 2021 · Anton M.
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Anton M. commented,
SunCo is a great tool, but additional cost will be too steep for many customers and they may choose to switch to 3dparty chats/bots.
It’s a pity Zendesk doesn’t offer solution to have persistent chat and bots integrations out of the box.
View comment · Posted Apr 09, 2021 · Anton M.
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Anton M. created a post,
Posted Apr 08, 2021 · Anton M.
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Anton M. commented,
The issue is resolved
Now Zendesk shows the "Account is Locked" message
View comment · Posted Apr 06, 2021 · Anton M.
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