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Bill Reed

Joined May 13, 2021

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Last activity Nov 19, 2024

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ACTIVITY OVERVIEW

Latest activity by Bill Reed

Bill Reed commented,

CommentTeam members and groups

You say “Do not use this feature if you are currently using Chat, messaging, or Talk.” Can you elaborate on this? Why doesn't it work/shouldn't we use it? Is there some alternative if we're trying to keep certain agents to a certain brand?

View comment · Posted Oct 29, 2024 · Bill Reed

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Bill Reed commented,

CommentHow to fix issues in Zendesk messaging

We would prefer to set this to “Forget” to avoid other users from seeing sensitive information inside someone else's messaging conversation. 

 

However, if a bot is set up an provides a link to an article, and the customer clicks it-- the article opens in a new tab. And if it's set to “Forget,” the messaging/bot conversation starts over instead of continuing on said tab.

 

Is there a way around this? Like a means of having links to the Help Center or other pages of our website open in the same tab? 

View comment · Posted Jun 05, 2024 · Bill Reed

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Bill Reed commented,

CommentSlack integration

Does creating a trigger that utilizes the Notify by > Zendesk integration > Slack integration Action now require the Admin role to create?

 

I had a user who created them before but recently was no longer able to do so, or even see the existence of the Slack integration, until I switched their role to Admin.

View comment · Posted Apr 03, 2024 · Bill Reed

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Bill Reed commented,

CommentLive chat agent guide

Sati Olasz Hiedi Kysther

I realize your issue was from nearly 2 years ago, but I have agents reporting the same problem. "It looks to them that they are Online, but when they refresh the browser they are Invisible." We're also using Agent Workspace.

Was there a solution to this problem?

View comment · Posted Feb 22, 2024 · Bill Reed

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Bill Reed created a post,

Post Feedback - Chat and Messaging (Chat)

Currently, if a user is suspended in Zendesk Support, they can still request a chat on our website, but this chat will never route to an agent, nor does it create a ticket. And in Agent Workspace, our agents cannot pick it up manually from the Visitors List.

There are situations where a user may have been incorrectly suspended automatically by the system, for example, and we'd still like some way to know they tried to contact us. But even if users were legitimately suspended, it still makes no sense for them to be able to open chats. They will then sit in queue forever, trapped in a limbo where they can't reach an agent. This makes it look like we have poor customer service. But agents will likely never be aware this chat was attempted.

We would like these users to either be prevented from starting a chat altogether, or for us to be able to have a chat trigger directed to suspended users, or some kind of notification sent to them automatically.

Posted Oct 26, 2023 · Bill Reed

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Bill Reed commented,

CommentSetting up Zendesk Chat

I am trying to test a trigger based on "When a visitor has loaded the chat widget" but nothing is happening.

Is this because of our widget settings in Support? In that it tries to deflect via a Help Center search and then displays the contact form?

View comment · Posted Oct 20, 2023 · Bill Reed

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Bill Reed commented,

Community comment Feedback - Ticketing system (Support)

We just found out this was the case-- been pulling my hair out trying to fix it, and it turns out it's baked into the system. It would be great if all comments would come through!

View comment · Posted May 18, 2023 · Bill Reed

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Bill Reed commented,

CommentTicket customization

Is there a reason why Light Agent is not one of the Role conditions for these fields?

You can set to Agent, Admin, or End User. If set to Agent, Light Agents do not appear in the list.

View comment · Posted May 17, 2023 · Bill Reed

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Bill Reed commented,

CommentGlobal security and user access

Sorry if a silly question, but: will changing the account owner also change the account owner on any existing Sandboxes?

View comment · Posted May 04, 2023 · Bill Reed

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Bill Reed commented,

CommentSetting up Zendesk Chat

What role (in Support or Chat) is required to create or modify a chat trigger? Does it need to be an Admin?

View comment · Posted Feb 27, 2023 · Bill Reed

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