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PAUL STRAUSS's Avatar

PAUL STRAUSS

Joined Apr 15, 2021

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Last activity Nov 27, 2024

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ACTIVITY OVERVIEW

Latest activity by PAUL STRAUSS

PAUL STRAUSS commented,

Community comment Feedback - Ticketing system (Support)

It's incredibly disappointing to see this pattern with Zendesk feature development, where critical features continue to get pushed aside for new cash grabs like AI. This feature is a basic function of ANY system that can generate emails and not having it has gotten us in trouble with some very important customers of ours. A simple misspelling in an email makes us look like we are ignoring our end users and impacts our CSAT and NPS scores. If Zendesk would take the time to prioritize and actually implement this feature it would have a meaningful impact on us and many other customers.

 

The fact that this has been floating around the forums for over a decade makes me think that there is no real interest in solving this for customers so Zendesk's higher-ups can focus the product and engineering teams on new services they can charge extra money for. Enough lip service about the feature being “worked on” and “prioritized" - give us a date when it will be delivered.

View comment · Posted Nov 27, 2024 · PAUL STRAUSS

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PAUL STRAUSS created a post,

Post Q&A - Objects, workspaces, and rules

We have a trigger that is supposed to send an email and sets a tag that it checks so it doesn't run a second time. But let's say that the user doesn't have an email address in Zendesk yet. Does the trigger run and set the tag, or would it abort the entire trigger because there is no email yet? We would like the trigger to run on every ticket save until they have an email address - which may be added later than the initial ticket save. Then once they have an email, send the message and set the tag.

 

Is this possible?

Posted Nov 19, 2024 · PAUL STRAUSS

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PAUL STRAUSS commented,

CommentBuilding reports

We recently transitioned from the old Chat widget to using Sunshine Conversations for our chats. Now, we don't see Chat duration in our Data Warehouse integration from Zendesk to Domo. Is there an API we can call to get chat duration information from Sunshine Conversations? Or is that not even possible because these are persistent chats now.

View comment · Posted Oct 10, 2024 · PAUL STRAUSS

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PAUL STRAUSS commented,

CommentCall routing, greetings, IVR, and recordings

Do you think it is possible to use a trigger to call a webhook whenever a call recording is attached to a comment? That way we could automatically fetch new recordings for transcription as soon as they are created.

View comment · Posted Oct 04, 2024 · PAUL STRAUSS

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PAUL STRAUSS commented,

CommentHow to manage subscriptions and billing for Talk and Text

We want to pull the voice recordings of our calls on Zendesk talk so we can run them through AWS Transcribe for voice transcription. Is this possible using the Talk Partner Edition API? And if so, does our Zendesk Enterprise Plus Subscription include access to this API?

View comment · Posted Sep 04, 2024 · PAUL STRAUSS

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PAUL STRAUSS commented,

CommentHow to get help with phone call problems in Talk

We've had reports of sporadic issues where the dialer stops working, and the only solution is to close the browser and restart. Is this a known issue? Are there any other suggestions for how to prevent it from happening, as it is disruptive to our agents workflow when it happens.

View comment · Posted Jul 26, 2024 · PAUL STRAUSS

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PAUL STRAUSS commented,

CommentWeb Widget documentation

Jennifer Rowe is there a way to change the brand associated with a messaging widget after initial creation? I have one that I need to route to a different brand than it was originally assigned to.

View comment · Posted Jul 12, 2024 · PAUL STRAUSS

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PAUL STRAUSS created a post,

Post Q&A - Reporting and analytics

I've been asked to create a report (in our data warehouse) that identifies tickets that had a specific form filled out - however there are some tickets with multiple forms filled out and the specific form that they want to report on has no unique fields so I can't base the report on field values being filled in. It looks like the data that is available via API and our Domo connector includes what the currently-selected form is, as well as a list of all available forms. But is there any way to identify which forms have ANY data filled in on a ticket? I'm guessing no, but wanted to confirm.

Posted May 09, 2024 · PAUL STRAUSS

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PAUL STRAUSS commented,

Community comment Developer - Zendesk APIs

Update: The webWidget identify approach DOES work after all. The trick is that JavaScript must be executed AFTER the JavaScript src tag that loads the Script library.

View comment · Posted Mar 13, 2024 · PAUL STRAUSS

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PAUL STRAUSS created a post,

Post Developer - Zendesk APIs

I'm trying to figure out if there is any way to pre-populate the Name and E-mail address fields on the Pre-Chat and form that appears prior to a chat beginning (using the Web Widget (Classic). We'd also like to pre-populate these fields for users who attempt a chat after hours.

The API documentation does mention PreChatForm and OfflineForm setttings, but it appears to only allow for changing some display text.

https://developer.zendesk.com/api-reference/widget/settings/#prechatform

https://developer.zendesk.com/api-reference/widget/settings/#offlineform

Basically, I want to be able to do what the contact form API allows with pre-population of fields:

https://developer.zendesk.com/api-reference/widget/settings/#fields

 

I did find this recommended approach in another thread, but it doesn't seem to work:

Edited Mar 13, 2024 · PAUL STRAUSS

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