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Hannah Voice
Joined Apr 15, 2021
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Last activity Mar 14, 2023
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Latest activity by Hannah Voice
Hannah Voice commented,
- Replies sent (“Public comments” in Explore)
- Tickets replied to (“Tickets updated w/ public comment” in Explore)
View comment · Posted Mar 14, 2023 · Hannah Voice
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Hannah Voice commented,
Hi there,
I've been testing simplified email threading in our sandbox and hoping you can help me understand a couple of things. I've updated the trigger that sends the notification I'm testing, as well as the follower template and the account-level email templates.
I sent an email from Gmail to our Zendesk sandbox, and then sent a few messages back and forth.
Gmail
Why does each reply from Zendesk include the start of previous message history within the reply? It has the 3 ellipsis right underneath but in the highlighted sections in the screenshot below, for example, I think "Second message from the customer" should be hidden under those ellipsis. Is this related to the quoted_content placeholder?
Zendesk
Why do the customer replies in the Zendesk interface include the previous messages? This would be really confusing/cumbersome for agents.
Thanks,
Hannah
View comment · Posted Jan 17, 2023 · Hannah Voice
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Hannah Voice commented,
Would also love to know if there is a solution for this one! 🤞
View comment · Posted Jun 23, 2022 · Hannah Voice
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Hannah Voice commented,
Is it not possible for users to enter free text in order to search for Help Center articles (instead of us having to configure the specific articles that we want to show)? Thanks!
View comment · Posted May 12, 2022 · Hannah Voice
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Hannah Voice commented,
Do operating hours also apply to Zendesk Messaging or is it just Live Chat? If they do apply to Zendesk Messaging, how do they then work with Social Messaging? For example, if we had operating hours of 9am-5pm everyday, we couldn't stop a user sending a Facebook message outside of those hours. If agents were marked as Invisible (per the operating hours), what would happen to that Facebook message?
Additionally, I understand Departments aren't relevant for Zendesk Messaging but how could we set multiple operating hours schedules in that case, or could we only set it at the account level where ALL agents are shown as Online?
Thanks!
View comment · Edited Jan 25, 2022 · Hannah Voice
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Hannah Voice commented,
Had the same issue a few months ago, even after confirming with Customer Support that this wouldn't happen. 😓
View comment · Posted Sep 30, 2021 · Hannah Voice
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Hannah Voice commented,
Thanks @.... Could you point me to the best resource that outlines the differences between chat and messaging? I've read through these:
- The difference between chat and messaging
- Zendesk messaging vs. live chat: Which is right for you?
- Switching from live chat to messaging
But if I'm understanding correctly, messaging replaces chat? If we have messaging enabled and a customer starts a chat, is that actually a message... or is it a chat? You can probably tell I'm a bit confused 😉
View comment · Posted Aug 12, 2021 · Hannah Voice
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Hannah Voice commented,
Hi there. This article says "If enabled, agents and visitors can send and receive attachments via Chat." but this article says "Customers cannot currently attach files to messaging conversations." Could you please confirm? Thank you!
View comment · Posted Aug 10, 2021 · Hannah Voice
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Hannah Voice created a post,
TL;DR We would like for our replies from Zendesk to be a reply on the tweet we're actually responding to as opposed to the original tweet.
This Zendesk article mentions:
If the ticket was created from a tweet mentioning your Twitter account name (for example @Zendesk), then your reply from within Zendesk will be a reply tweet, threaded to the senders original mention.
We would really like for our replies from Zendesk to be a reply on the tweet we're actually responding to, rather than the senders original mention. We often have conversations on Twitter that go back and forth multiple times, and our responses then end up appearing completely out of order on Twitter. It makes it virtually impossible for somebody to follow along in Twitter itself.
This Community post is along similar lines, but there wasn't a conclusion. For clarity, we are referring to public tweets rather than DMs.
I believe this is a Zendesk limitation rather than a Twitter API limitation, as we haven't had this issue with other platforms we've used to respond to tweets.
Posted Mar 02, 2021 · Hannah Voice
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