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Dane

Joined Oct 16, 2021

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Last activity Jul 03, 2024

Zendesk Engineering

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ACTIVITY OVERVIEW

Latest activity by Dane

Dane commented,

CommentWeb Widget documentation
Don't worry Chad. Our Product Team confirmed that it's already in the roadmap for this year.

View comment · Posted Jan 29, 2024 · Dane

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Dane commented,

Community comment Q&A - Reporting and analytics
You can use Full or First resolution time - Business hours.

View comment · Edited Jan 26, 2024 · Dane

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Dane commented,

CommentHow to solve issues with the email channel
Hi Mark,
 
Unfortunately, it's not possible. Our practice here is whenever such scenario arises, we create another ticket and set the correct expectation to our customers.

View comment · Posted Jan 26, 2024 · Dane

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Dane commented,

CommentSetting up Zendesk Guide
Our redirect rules are only for articles, community posts and sections.

View comment · Posted Jan 26, 2024 · Dane

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Dane commented,

CommentTicket automation and collaboration
There's no native way to do this.
 
Would you mind posting your use case to our Feedback on Support topic? This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!

View comment · Posted Jan 26, 2024 · Dane

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Dane commented,

Community comment Feedback - Voice (Talk)
Hi Brian,
 
Can you post the same on this page Using generative AI to create call summaries (EAP)? This is to make sure our Product Manager will also have visibility on such feedbacks.

View comment · Posted Jan 24, 2024 · Dane

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Dane commented,

CommentWeb Widget documentation
Currently, phone number is not supported as well as numeric custom fields. 
 
What I did on my end, is to create a custom text field for phone number and have added a specific message on how to enter the correct format.
 

 
Afterwards, I have created a webhook for user update.
 
This is the endpoint I used: https://.zendesk.com/api/v2/users/{{ticket.requester.id}}.json
 
 

 
I have created a trigger using this endpoint.
 

 

 
This is the JSON Body:
 
{
"user": {
"phone": "{{ticket.ticket_field_}}"
}
}
 
The only issue here is the customer can make mistakes on entering the phone number.

View comment · Posted Jan 24, 2024 · Dane

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Dane commented,

CommentWeb Widget documentation
Hi Wahab,
 
Based on Messaging Metadata, it will only be added to new conversation or if the end-user have sent a message in existing conversation. Just in case you are experiencing an unexpected behavior, you can contact our support directly for further investigation.

View comment · Posted Jan 22, 2024 · Dane

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Dane commented,

Community comment Q&A - Sales CRM (Sell)
Hi Christian, 
 
Please contact our support directly and provide the necessary screenshots so that we can check it further.

View comment · Posted Jan 20, 2024 · Dane

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Dane commented,

Community comment Q&A - Sales CRM (Sell)
Hi Christian,
 
I see, the custom fields is only available on the Additional Fields category. It can only be organized based on the position of other custom fields.

View comment · Posted Jan 20, 2024 · Dane

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