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Vernelle

Joined Dec 14, 2021

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Last activity Oct 25, 2023

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ACTIVITY OVERVIEW

Latest activity by Vernelle

Vernelle commented,

CommentManaging Talk

What data is collected from the caller if we wanted to implement this feature? The last time I allowed this through the support widget, it didn't collect any information from the user so it was more of a hassle than convenience for customers since we would have to ask for their phone number instead of it already appearing like it does when they call our phone line natively.

 

please advise.

View comment · Posted Jun 21, 2023 · Vernelle

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Vernelle commented,

Community comment Feedback - Voice (Talk)

is there any movement on this? need the same feature for QAQC.

View comment · Posted Nov 22, 2022 · Vernelle

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Vernelle commented,

CommentManaging Talk

Hi @...,

 

Yes, we resolved the issue. it wasn't exactly what I was looking for but it works.

 

Thank you for following up.

View comment · Posted Aug 26, 2022 · Vernelle

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Vernelle commented,

CommentManaging Talk

Is it possible to only get calls from a certain line routed to you? Basically, I want my team to handle all calls, but I have a couple of separate lines that we added to our system for a different brand that we are testing and I want those calls specifically related to that brand to ONLY come to me. Nothing else. I have tried this with groups, but I think it requires me to only have access to that one exclusive group, unless I am doing it wrong?

 

Brand A - Call team

Brand B - Only Me

Basically, I don't want any calls from Brand A, But I want to be able to see the tickets that come in for Brand A.

Brand B is only for me for testing.

 

Is this possible?

View comment · Posted Aug 25, 2022 · Vernelle

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Vernelle commented,

Community comment Q&A - Chat, messaging, and widgets

Hi Matty

 

There is nothing natively like that, but I did go back and forth with the zendesk devs for a bit to see if there was a workaround for it and the only thing that was in the documentation that my frontend team and I could adjust was the number of inquiries that are asked for it. 

It is a true/false data point so unfortunately, you can't set it to something like 3 inquiries, but you can at least delay it for one inquiry in the hopes that they can self-help first before reaching out to the team.

In our experience, it was enough to mitigate a good number of easy questions assuming you have enough articles built out for it, but it will not deter people that want an easy button and just talk to someone that can solve their problem for them (which is a growing number these days).

 

Here is the documentation for it:https://developer.zendesk.com/api-reference/widget/settings/#contactonlyafterquery

Please note: you will need access to the page script itself or work with your dev team to assist you with it.

 

I hope this helps! :)

 

Happy hunting!

 

VK

View comment · Posted Aug 02, 2022 · Vernelle

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Vernelle commented,

Community comment Q&A - Chat, messaging, and widgets

Hi Christopher Kennedy,

I was able to make it work after some help with our of our Devs. It could have taken a second for it to go live but it is working now. Thank you.

 

I would love to just use the messaging widget, but it severely lacks features that are important for the data analysis that we are looking for. Is there any other way around this for collecting metadata on our own since it looks like Zendesk does not offer this anywhere in the near future?

 

Thank you,

VK

View comment · Posted Jan 25, 2022 · Vernelle

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Vernelle commented,

Community comment Q&A - Chat, messaging, and widgets

Hello Chris,

Thank you for your response.

I have done all that and that is simply not true: it prompts the "get in touch" button as soon as the chatbox is interacted with. I have attached a screenshot.

 

as for your messaging suggestion, I also use that as well and I do think it is a helpful solution with the flow builder, however, the limitation with it is that it does not collect any user metadata from the interactions (such as URL origin, what dialog choices they made, etc), which makes it almost useless.

Is there a way to collect the user metadata as well as curate choices for the consumer to deflect tickets from being created for smaller questions? Please advise. 

 

Thank you, 

 

VK

View comment · Posted Jan 14, 2022 · Vernelle

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Vernelle commented,

Community comment Q&A - Chat, messaging, and widgets

Is there any update on this?

View comment · Posted Jan 05, 2022 · Vernelle

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