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Bryan Schmitt

Joined Sep 23, 2022

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Last activity Nov 01, 2024

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ACTIVITY OVERVIEW

Latest activity by Bryan Schmitt

Bryan Schmitt commented,

CommentZendesk messaging

We're seeing CSP errors when the CSAT survey loads. Can you verify the domains required to display the CSAT survey?

edit: Update made to CSP (needed frame-src updated to include zendesk.com) working now

View comment · Edited Nov 01, 2024 · Bryan Schmitt

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Bryan Schmitt commented,

CommentZendesk messaging

Our initial testing with the End Session feature has been positive. We are also interested in the ability to trigger the End Session via a trigger. Our current implementation utilizes Sunco where we are locking down the conversation after our Agent sends our custom “End Chat” signal.  Unfortunately this still allows agents to send messages. We'd like to then trigger the “End Session” feature to disable the “Messaging” channel from the agents perspective.

View comment · Posted Nov 01, 2024 · Bryan Schmitt

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Bryan Schmitt commented,

CommentSetting up Agent Workspace

Are callback requests excluded from focus mode?

View comment · Posted Oct 31, 2023 · Bryan Schmitt

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Bryan Schmitt commented,

Community comment Feedback - Ticketing system (Support)

We are also looking for the ability to exclude groups from certain views:
View 1a (New) - Group A
View 1b (New) - Group B
View 1c (New) - Group C
View 2a (Pending) - Group A
View 2b (Pending) - Group B
View 2c (Pending) - Group C
View 3 (New) - All
View 3 (Pending) - All
View 3 (On-Hold) - All
We have multiple use cases where we have users that belong in Group A & B or B & C and they would need to only have one of the 'New' views which are catered to their specific needs (a single column added). We Also would like to utilize the 'All' view but with exclusions "+All -GroupA -GroupB". Currently instead of "All" we are manually adding 20+ groups individually. This would allow to onboard another group and they would still be able to utilize the 'All' view until we excluded them.

View comment · Posted Aug 17, 2023 · Bryan Schmitt

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Bryan Schmitt created a post,

Post Feedback - Ticketing system (Support)

We would like to see the ability to block / prevent merging tickets based on certain fields / tags. We utilize an automation system for generating tickets and it is detrimental to that system when those tickets are merged into our manually created tickets. Adding a restriction to merge based on the presence of a tag will prevent our agents from merging these.

Posted Sep 23, 2022 · Bryan Schmitt

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