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Megan Oksendahl

Joined May 16, 2023

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Last activity Jul 30, 2024

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ACTIVITY OVERVIEW

Latest activity by Megan Oksendahl

Megan Oksendahl commented,

CommentTicket management

Looking for assistance with creating triggers for follow-up tickets. I do not see any tags or unique identifiers on follow-up tickets to setup a trigger just for follow-ups.
When a follow-up ticket is created, all the previous ticket fields are copied, including our resolutions. We need to find a way to remove the resolution when a follow-up is created. Many times, the follow-up is related to the same or similar concern/request, but the copied resolution is now incorrect.
Since the resolution is pre-filled, we are having a hard time with the agents going in and deleting/removing any stored values in the fields. They are simply changing the resolution, which does not remove stored values in follow-up fields, and so the ticket is closed with incorrect stored values.

 

Example, we have “refund” as one of our resolutions. When an order is refunded, the agent has to then enter the value of the refund to close the ticket. Then a fan sends a reply and a follow-up is created. This ticket is reopened with the same fields, including the refund resolution and value. Unless the agent deletes the refund value and saves the ticket on Open/Pending, then goes back and changes to a different resolution and solves, the refund value is stored on the follow-up ticket.

This is resulting in our reports showing escalated costs since the values are stored from previous tickets.

View comment · Posted Jul 30, 2024 · Megan Oksendahl

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Megan Oksendahl commented,

CommentZendesk messaging

I'm trying to use this feature, but the directions do not match my environment. We do use Messaging and OmniChannel Routing.

Again, here are the directions I am following from this article:

  1. In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging.
  2. Click Manage settings.
  3. In the Advanced section, click Capacity release.

However, the only options under advanced settings are Email Identities and Conversation Control. There is no option for Capacity release.

 

Is this still available? Why can't I locate this setting following said directions?

View comment · Posted Jul 02, 2024 · Megan Oksendahl

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Megan Oksendahl commented,

CommentTicket basics

Is there any way to include page views in any business rules? I'd like to use business rules to update tickets if a fan is able to successfully checkout after interacting with our team, which is tracked within the interactions - within the timeframe before a ticket is closed.

Thanks

View comment · Posted Oct 20, 2023 · Megan Oksendahl

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Megan Oksendahl commented,

CommentZendesk messaging

The copies text below does not exist.

  1. Admin Center, click  Objects and rules in the sidebar, then select Business rules > Messaging triggers.

I did read that chat triggers will not work for messaging, so I am assuming you should just use Business rules > Triggers, then select messaging as a channel when building the trigger. Is this correct?

How do I select the option "Run only once per ticket"?

In general, there have been so many changes to messaging, even in the recent months, that I find a lot of zendesk articles out of date.

 

View comment · Edited Oct 20, 2023 · Megan Oksendahl

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Megan Oksendahl commented,

Community comment Feedback - Sales CRM (Sell)

Repeating some of the feedback suggested above. When will color text be available as an OOTB feature in Sell like it is in Support?

Also, interesting to read the following feedback from another customer. We have our lead sales person who has been with the company for years and has never been able to integrate their email with Sell. We've involved our IT and help from Zendesk and Zendesk IT just refered us to microsoft IT for support connecting the email address. We have other users in Sell that connected just fine, but they're newer employees. The following feedback was never shared with us, and based off the size limitation could be a reason the sync is never finishing - a full year later.

1) Importing email from mail server: We have thousands of emails - and growing -in our inbox on the mail server and we had to reconnect Sell to it twice to adjust connection configuration. In both cases, we ran into the (known) issue that only up to about 1500 emails get imported (separately from "inbox" and "sent" folders), and friendly support folks did some back-end magic to have more emails imported - but never did really all emails get imported. This can be unpleasant because you're replying to an email from a customer who you had a conversation before but Sell isn't showing that and it's kind of rude to show the customer that you don't have your past communication with them at hand. We now have to check for previous communication directly on the email server in case we suspect the customer may have been in contact with us before. I'm not sure where this "1500 emails" limitation comes from but it would be really nice to somehow eliminate it.

View comment · Posted Sep 13, 2023 · Megan Oksendahl

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Megan Oksendahl commented,

Community comment Feedback - Chat and Messaging (Chat)

Commenting again as it is now July and we have not seen any feedback from Zendesk for all of the companies/Zendesk customers who have provided valuable feedback. When can we expect an update? 

View comment · Posted Jul 12, 2023 · Megan Oksendahl

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Megan Oksendahl commented,

Community comment Feedback - Chat and Messaging (Chat)

We originally rolled out the answer bot in 2021 and had to deactivate it due to the influx in negative feedback from our customers.

Since then, Zendesk has focused a lot of improvement on the Agent Workspace and their AI. We've been monitoring Zendesk advancements in the flow builder and answer bot and despite some cons, we have been making our own updates to move back to answer bot. 

With this change we will not be switching to answer bot. We may even disable autoreply during our peak season. Autoreply has helped us, but it does not make enough impact to resolve customer issues to justify paying for. 

View comment · Posted May 16, 2023 · Megan Oksendahl

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