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Lolu

Joined Oct 16, 2021

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Last activity Nov 13, 2024

CX Ops

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ACTIVITY OVERVIEW

Latest activity by Lolu

Lolu commented,

Community comment Feedback - Admin Center

Zach Anthony  any admin should at least be able to subscribe to a notification about any specific webhook failure. I think this is a critical feature that there's no reasonable way around.

 

Subscription should be flexible too, via email, or slack or another external system through webhook

View comment · Posted Nov 13, 2024 · Lolu

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Lolu commented,

CommentFormatting and customizing your email

Can we add Javascript to the email template?

View comment · Posted May 19, 2023 · Lolu

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Lolu commented,

CommentHow to customize the theme of the help center

Hello,

I have a slightly different question. How do I make the suggested articles open in a different tab? Vlad Tipene Hughes

View comment · Posted May 27, 2022 · Lolu

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Lolu created a post,

Post Developer - Zendesk Apps Framework (ZAF)

Can anyone just point me in the right direction to create a pop-up notification banner on the top right of the Zendesk page? We want to be able to trigger this notification based on certain criteria. I don't suppose we can do this with API. Can someone show me how to add that setting to a custom app

Posted Apr 06, 2022 · Lolu

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Lolu commented,

Community comment Feedback - Ticketing system (Support)

Hey @amie it doesn't help :). I know what triggers and automations do. I simply want SLA breaches to be used as triggers instead of automation. We want to take action IMMEDIATELY there's a breach. Actions like send an email or notify slack, or use other external tools to alert the assigned agent. Automation only gives us the option to take action 1 hour before or after the breach. We use messaging and typically respond in seconds, our first response SLA is <60 seconds. We don't want to take action a whole hour after there has been a breach

View comment · Posted Feb 18, 2022 · Lolu

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Lolu commented,

CommentMeasuring success

Hey Graeme,

Views will not suit our needs. Once an SLA is breached, we want to notify external channels like Slack to notify certain people that will take immediate action. 

I think it's a basic feature really as I know other CRMs that offer this.

View comment · Posted Feb 16, 2022 · Lolu

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Lolu commented,

Community comment Feedback - Ticketing system (Support)

As a ZD user, I think it's important to be able to create triggers based on SLA breaches. Our support time is usually in seconds so when we have an SLA breach, we don't want to wait for an hour before notifications and alerts are sent out. 

It's very odd that we cannot do something as basic as adding a tag to the ticket immediately SLA is breached

View comment · Posted Feb 16, 2022 · Lolu

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Lolu commented,

CommentMeasuring success

When are we going to have the option to create a trigger based on SLAs? We want to tag tickets and notify teams immediately an SLA is breached. We don't want to wait till a full hour when our support team operates in seconds

View comment · Posted Feb 16, 2022 · Lolu

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Lolu commented,

Community comment Feedback - Ticketing system (Support)

In addition to this, can we also have the views visible when agents are working on the tickets? It's important that agents are able to keep an eye on the queue while solving tickets without having to navigate away to the views page.

View comment · Posted Nov 10, 2021 · Lolu

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Lolu created a post,

Post Feedback - Reporting and analytics (Explore)

Basic reporting data such as first response time, Unreplied tickets, % One-touch aren't available for messaging. These are basic data that we need to be able to make decisions and evaluate the efficiency of our support teams. We need this data.

Does anyone have any workarounds in the meantime?

Posted Nov 10, 2021 · Lolu

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