Bex Heenan

Hi,

Is it possible to unblock/allow tickets to be created from a domain, based on the subject text? We have a lot of customers send through Remittance emails which seem to be marked as spam by Zendesk. Without unblocking each email address it's coming from (which we won't know), we can't see a way around it.

However, if we could set it up so that any with a subject containing 'remittance' was accepted, that'd be great.

Thanks

Hi there! Is there a way to do this on a brand by brand basis? Thanks!

Hi Ifra,

Thanks so much for your help! The second option worked for us in this case - thanks again! :)

Bex

Hi all,

I was wondering if anyone can help me with how to increase the width of images / screenshots allowed in articles please within the CSS? I've been unable to figure it out and I couldn't spot it in the CSS cookbook.

Thanks!

Bex

Hi, can I ask what the formula is for the Chat Duration on the Individual Agent report please? I'm getting a different figure when using the default Average Chat Duration in Explore, which is: VALUE(Chat duration (sec))/60.

Thanks!

We'd like to post the request for apostrophe's to be recognised in customer email addresses. Unfortunately, this is rendering our widget unusable for customers with these characters in their email addresses.

We use identify/prefill to pull through the customers name and email address automatically in the web widget, however, where they have an apostrophe they physically cannot submit their query or join Live Chat, meaning the product cannot be used and is impacting on the quality of our support platform.

Can this please be looked into please, as it does render elements of zendesk not fit for purpose?

Hi there,

Is there a way to have this timeout after a agent has closed the chat from our end, rather than when we're offline?

We wouldn't want to just cut chats off when we switch to Invisible. For example, if we were chatting to a customer and we then switched to out of hours, we wouldn't want the chat to be disconnected. However, once we end the chat, we don't want the customer to then be able to continue chatting if we're not there.

Thanks!

All sorted now, thanks Dave!

Hi Gail,

We've tried to set up your example above, but it's email generic details about the ticket, rather than the transcript. I've copied our trigger below, could you let us know if we're missing something please? Thanks!

I'm submitting a suggestion for their to be a trigger/automation to automatically remove attachments from chats/tickets, or chats/tickets themselves after a specified amount of time.

This is to ensure data is not retained longer that necessary. For example, if attachments could be deleted after 24 hours / end of every day, it would save us having to manually check and remove these.

Thanks!