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Michael Le

Joined Nov 09, 2021

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Last activity Nov 16, 2024

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ACTIVITY OVERVIEW

Latest activity by Michael Le

Michael Le commented,

CommentTicket customization

Hello I had a quick question.

 

On our main brand we have our main form which houses everything, I'm looking to create another form but have it hidden and only accessible through a URL if possible? Creating another form within the same brand creates a drop down where they would have to choose between one of the two forms which isn't what we would.

This hidden form would be used for one off situations and I wouldn't want to create another brand to house one single.

View comment · Posted Nov 16, 2024 · Michael Le

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Michael Le commented,

CommentAdditional ticket channels

Hello we need assistance if possible.

 

We're looking to transfer calls back into our IVR if possible back into a queue?

 

We have three IVR selections depending what your customer type is 

 

Example:

- Press 1 if you're customer type A

- Press 2 if you're customer type B

- Press 3 if you're customer type C

 

- Customer A is handled by Group A

- Customer B is handled by Group A & B

- Customer C is handled by Group C & D


What ends up happening quite a bit is that Customer C calls in pressing 1 as Customer A trying to get immediate help and avoiding the longer wait of the Customer C line in the IVR and we don't have the bandwidth at that moment to transfer to an available agent in Group C or D and they end up being helped by A which causes delays for the rest of our customers.

 

Is there a possible way to transfer them back into the IVR and press three for customer type C for them in this example? 

(I attempted to transfer them back via our phone # as a blind transfer and pressed 3 and processed the transfer, but this creates another ticket and is considered a second call which we're trying to avoid)

View comment · Edited Aug 14, 2024 · Michael Le

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Michael Le commented,

CommentEnd users and organizations

Hello I hope all is well, I'm having difficulties translating Custom Fields into Custom User Fields with a webhook as shown above with Dane's example, may I have someone take a look and see why the webhook is not firing nor trigger?

We're trying to have a text custom Custom Field translate into a text custom User Profile Field via a webhook as we're unable to do so with triggers.

Note the webhook originally gave me a 200 Okay response, but when I went in to take this snippet it came back as 404 Not Found.

Thank you in advance.

View comment · Edited Nov 15, 2023 · Michael Le

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Michael Le commented,

Community comment Developer - Zendesk APIs

Hello! I'm looking to achieve something similar to this and I can't figure out what seems to be the issue as it's not running correctly. (I feel like I'm missing a huge component somewhere)

I have the webhook running correctly I believe and tested.

I have a custom date field that we're using to gather DoBs from End Users that we use on a webform, and I would like this to translate into a Custom User Field (Date field as well).

 

View comment · Posted Nov 14, 2023 · Michael Le

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Michael Le commented,

CommentApps and the Zendesk Marketplace

Hello!

Was there a recent change/update where receiving an incoming chat would default to the end-user profile rather than what was last selected on the right sidebar?

Our team uses the apps in the right sidebar for every chat interaction and now finds it a little cumbersome to click the apps icon for every chat that comes in.

We're currently using agent workspace.

View comment · Posted Oct 28, 2022 · Michael Le

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Michael Le commented,

CommentService Level Agreements (SLA), macros, and CSAT

Thank you!

View comment · Posted Nov 11, 2021 · Michael Le

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Michael Le commented,

CommentService Level Agreements (SLA), macros, and CSAT

Hello,

Sorry to dig this up again, I'm looking to exclude certain tickets to send out CSATs; my situation is:

I've made a forwarding system, and if certain tickets have a selected tag, this automatically emails a separate group outside of ZenDesk to handle that incident and automatically solve the ticket on our end. While that group resolves the issue, we'll constantly get bad/unsatisfactory CSATs because they're still being tied up by the other group while the ticket is solved on our end.

I see that the automation always offers the CSAT, but there's no way to choose not to send one; it appears that the choice not to send one is no longer available when making a new automation to not send one; please see the screenshot.

Can you please advise,

Thank you!

 

 

View comment · Edited Nov 09, 2021 · Michael Le

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