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Dante Zanoni
Joined Nov 24, 2021
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Last activity Feb 23, 2024
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Latest activity by Dante Zanoni
Dante Zanoni commented,
Hello I've added this filed and trigger and still have no option to text back even though they call, and I did check the box for that form not sure what i am doing wrong.
Dante
View comment · Posted Dec 09, 2022 · Dante Zanoni
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Dante Zanoni commented,
Can the end user or customer see email side conversation?
View comment · Posted Sep 20, 2022 · Dante Zanoni
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Dante Zanoni created a post,
We in our organization use Zendesk for Health Care/Social Services. When a customer reaches out, we ask them what their preferred channel of communication is, when they submit a ticket via our website. Some Say they prefer to be texted, even though they reached out via web or email.
It would be very helpful to have "text" as a reply option in any channel someone reaches out to us in, especially if they request that as the proffered channel of communication.
Need text as option here
Thank You
Dante Zanoni Program Manager, The Connection Initiative.
Edited Sep 16, 2022 · Dante Zanoni
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Dante Zanoni commented,
If a Contributor submits a ticket, and they are sent a CSAT, are thy able to give feedback or will access be denied like that of an Agent or Light Agent?
Thank you
Dante Zanoni
View comment · Posted Jun 14, 2022 · Dante Zanoni
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Dante Zanoni commented,
If I stick myself in that group of Light Agents as an Agent, they will still get notification of the ticket correct, via their email? Which in turn allows them to log into the platform?
View comment · Posted Dec 09, 2021 · Dante Zanoni
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Dante Zanoni commented,
Hello,
Right now I am the sole agent with many light agents, as we start this new programs.
If create a group of only light agents, can I assign a tickets to them, Or do you have to have an Agent in that group as well?
Thanks
Dante
View comment · Posted Dec 09, 2021 · Dante Zanoni
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Dante Zanoni commented,
Thank you Cheeny,
I am familiar with some of the permissions of light agents. I guess my question is; Is there any way to have a side conversation where myself, as the sole agent assigned to the ticket, is able to privately talk with whomever I'm having side conversation with, so no other followers, cc's, or any light agents that may be in group that was assigned the ticket can see the side conversation?
Sorry this sounds bit confusing.
Thanks
Dante
View comment · Posted Nov 29, 2021 · Dante Zanoni
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Dante Zanoni commented,
So light agents are able to log into platform to see ticket thread even if they were not assigned the ticket. I only assigned the ticket to myself and no other group. I only cc'd some light agents through public reply. Some of the cc'd agents were able to log in to the platform through email, some could only reply through email thread. Bit confusing
View comment · Edited Nov 24, 2021 · Dante Zanoni
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Dante Zanoni commented,
Is there anyway to have a private side conversation with either the end user or one of the light agents within the ticket so all other cc'd light agents aren't able to see it? I've tried side conversation using email, and assigned ticket to just myself as the sole agent, and cc'd other light agents. Any and all Light agents where able to see the side conversation email.
View comment · Posted Nov 24, 2021 · Dante Zanoni
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