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Paolo

Joined Oct 16, 2021

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Last activity Nov 24, 2024

Zendesk Engineering

Technical Support Engineer

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ACTIVITY OVERVIEW

Latest activity by Paolo

Paolo commented,

CommentZendesk messaging
Hi Cori,
 
You can try to implement the logic here but using the Core Messaging API. In regards to deactivating your widget in the Help Center, this will prevent users to interact with their open tickets via the widget. However, they can still respond via Email. Just make sure to let them know that you are switching the channel to email and the widget is currently unavailable. 
 
Best,
Paolo | Technical Support Engineer | Zendesk

View comment · Posted Jul 16, 2024 · Paolo

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Paolo commented,

Community comment Q&A - AI and automation
Hi Sara,
 
I hope you are well. Right now, we still don't have an ETA for this. As an alternative, you may consider using the Zendesk bots answer linking feature. It can also be used to help your customers "start over" with the bot. You can configure your flow by using the step Link to another answer.
 
Best,
Paolo | Technical Support Engineer | Zendesk

View comment · Posted Jul 15, 2024 · Paolo

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Paolo commented,

CommentHow to solve issues with payments
Hi Christian,
 
It would be best to reach out to our Support Team for us to assist you better. For more information about this, kindly refer to this article: Contacting Zendesk Customer Support.
 
Best,
Paolo | Technical Support Engineer | Zendesk

View comment · Posted Jul 15, 2024 · Paolo

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Paolo commented,

CommentTicket customization
Hi Stephany,
 
You can use dynamic content to translate your ticket fields. For more information, kindly refer to this article: Translating ticket fields using dynamic content.
 
Best,
Paolo | Technical Support Engineer | Zendesk

View comment · Posted Jul 14, 2024 · Paolo

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Paolo commented,

CommentTicket management
Hi Valentyn,
 
Good day. Apolgies but I'm a bit confused about the use case here. Can you provide some samples? You may also reach out to our Support Team and provide as much information as possible. Our Support Team can provide specific solutions to your concerns. For more information, please refer to this article: Contacting Zendesk Customer Support.
 
Best,
Paolo | Technical Support Engineer | Zendesk

View comment · Posted Jul 14, 2024 · Paolo

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Paolo commented,

CommentWorking with articles in the knowledge base
Hi Antoine, Lee,
 
This feature is not available as of the moment, unfortunately. I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-.
 
Best,
Paolo | Technical Support Engineer | Zendesk

View comment · Posted Jul 11, 2024 · Paolo

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Paolo commented,

CommentAccounts and billing
Hi Debbie,
 
Good day! If you are looking for specific help, I highly encourage you to reach out to our Support Team so that we can assist you further. For more information, please refer to this article: Contacting Zendesk Customer Support.
 
Best,
Paolo | Technical Support Engineer | Zendesk

View comment · Posted Jul 08, 2024 · Paolo

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Paolo commented,

CommentManaging your email
Hi Victor,
 
If the recommendations by Christine above did not work, please reach out to our Support Team for further assistance. Please make sure to include as much information as possible. For more information, please refer to this article: Contacting Zendesk Customer Support. Thank you.
 
Best,
Paolo | Technical Support Engineer | Zendesk

View comment · Posted Jul 07, 2024 · Paolo

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Paolo commented,

CommentBusiness rules
Hi Scott,
 
To return attachments, you can use the {{ticket.latest_comment_formatted}} placeholder. This will show the latest formatted comment with attachment. In addition, you may consider enabling the Include attachments in email as some placeholders will not render the attachment if this feature is disabled.
 
Best,
Paolo | Technical Support Engineer | Zendesk

View comment · Posted Jul 07, 2024 · Paolo

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Paolo commented,

CommentChat best practices and recipes
Hi Naomi,
 
Not exactly as some chat trigger conditions are not available on Messaging. You may refer to this article for more information: Creating proactive messages for the Web Widget.
 
Best,

View comment · Posted Jul 03, 2024 · Paolo

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