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BAKO

Joined Apr 28, 2022

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Last activity Dec 09, 2024

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ACTIVITY OVERVIEW

Latest activity by BAKO

BAKO commented,

CommentZendesk messaging

Hello,

 

We have noticed that even with only “Session end reason - changed to - ended by agent” condition selected, messaging csat survey is not delivered to the user.

From what we understand, as the session ends, triggers delays in sending the action (messaging satisfaction survey), as the session ends before the action, the survey does not show up on the customer's widget at all.

 

Is there a solution for this?

View comment · Posted Dec 09, 2024 · BAKO

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BAKO commented,

CommentZendesk messaging

Hello, in our tests we realized that the “Queue Size” placeholder shows the account-wide queue size but this is useless as we have multiple brands and departments. Showing users a meaningless number seems odd to be honest.

 

Also @wait_time_min and max placeholders has the same behaviour.

 

Is there a plan to change it to department, skill or brand specific?


 

View comment · Posted Oct 15, 2024 · BAKO

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BAKO commented,

CommentWorking with articles in the knowledge base

Hello, The article talks about sharing an article across multiple brands in the beginning, but I can not see an example or statement that shows or defines this.

 

Can I share a single article in 2 or more brand help centers with this function?

View comment · Posted Sep 27, 2024 · BAKO

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BAKO commented,

CommentManaging Talk

Hello, we are getting call summaries in tickets where there are no calls.

I contacted support on this but I've been told this is not in their scope and routed to here.
How can i troubleshoot this?

View comment · Posted Jun 05, 2024 · BAKO

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BAKO commented,

Community comment Feedback - Admin Center

+1 to this feature. 
Having conditions for device or IP-based locational rules to triggers, routing rules or automations would create loads of opportunities to have more targeted, personalized support.

Currently, on the default web messenger widget and on the tickets from this channel, there's no way to utilize this information. It is just a piece of information for agents. However, i think the real potential both for conversational bots and automations is just there waiting.

View comment · Posted May 29, 2024 · BAKO

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BAKO commented,

Community comment Feedback - Ticketing system (Support)

Hello, we are interested in a similar feature.

We also create proactive tickets, and we are also in the enterprise plan but my option giving agents both “add” and “edit” permissions.

This solves the user creation issue however, as a business, it is concerning for us to give “edit” permission. 

Agents should be able to add users, but editing should be a separate option.

View comment · Edited Apr 26, 2024 · BAKO

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BAKO commented,

CommentUsers, groups, and organizations

What is the reason that external ID's can't be just relayed via JWT authentication?

View comment · Posted Apr 03, 2024 · BAKO

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BAKO commented,

Community comment Feedback - Chat and Messaging (Chat)

This feature is a must. 

A jwt token sends out the e-mail, sends out the information of that mails verified status, zendesk has implemented e-mail based user profiles for years now and these two parts can not be put together in a ticket is incredibly slapdash to me.

Some posts talk about “security concerns” but then people advise using the API endpoint to update user profiles? Then what was the concern? 

I really think there's no actual thought put into this. Zendesk just forces you to have the help center as an only way of actual login. 

But even then, you can use all the features. Thats a huge limitation.

View comment · Posted Apr 02, 2024 · BAKO

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BAKO commented,

Community commentZendesk AI EAP - Generative AI

I have given out similar feedback too. 

We explain the user's issue and transfer tickets to related departments sometimes.

It would be so useful to summarize and just paste the reference numbers or whatever to an internal note or to side conversations. Would save huge amount of time.

View comment · Posted Feb 19, 2024 · BAKO

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BAKO commented,

Community comment Feedback - Ticketing system (Support)

So no one thought about making "Offline" to be only unique status that can be set for auto idle, then all the remaining status to be editable? Like you do with capacity rules?

View comment · Posted Feb 16, 2024 · BAKO

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