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Michael Le
Joined Nov 09, 2021
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Last activity Nov 16, 2024
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Latest activity by Michael Le
Michael Le commented,
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,
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,
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,
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,
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,
Thank you!
View comment · Posted Nov 11, 2021 · Michael Le
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Michael Le commented,
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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