Dane
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Total activity1511
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Last activity
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Activity overview
Latest activity by Dane-
Dane created an article,
Service Incident - June 23, 2023 - Chat & Support (Agent Workspace) | All Pods - Access issues for European agents
SUMMARY On June 23, 2023 from 05:15 UTC UTC to 08:20 UTC, Chat & Support [Agent workspace] customers across multiple Pods, based in Germany or using a specific ISP provider from the European regio...
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Dane created an article,
Service Incident - June 20, 2023 - Chat and Support Agent Workspace | All Pods - Login and Message delivery issues
Summary On June 20, 2023 from 03:50 UTC to 07:06 UTC, Zendesk Support and Chat customers across all Pods may have experienced errors, disconnections, and delays when using certain Chat and Support ...
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Dane commented,
Hi Jon,If an agent is not available it will still be routed to the views. However, you can utilize the "Add business hours" condition to notify your customer about your schedule and when they can e...
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Dane commented,
Hi Milos,There is a link to the form on this article in the section What if messaging isn’t right for me and I don’t want to migrate?.
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Dane commented,
Hi Hayley, This is just an overview on what we are using on our end. Due to the Conversation button does not have the capability to check SLA, we are using specific view to get our tickets. For exa...
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Dane commented,
Hi Hayley,This is just an overview on what we are using on our end. Due to the Conversation button does not have the capability to check SLA, we are using specific view to get our tickets. For exam...
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Dane commented,
Hi Tobias,When it comes to calculating the AVE your approach is correct. It will add up all the values in the columns and get the average of it.
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Dane commented,
Hi Simon,It will be the events that has [Knowledge Capture ticket ID] formula.Mainly, Linked article tickets, Flagged article tickets, Created article tickets and Resolution article tickets. You ca...
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Dane commented,
Hi James,What some of our customers do is that they designate the most common intent on the fallback option just in case there are customers that are always using free text on the flow.
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Dane commented,
Hi John,The update endpoint will just use whatever value is in the payload from ShipStation API. Due to this, it's not directly possible.