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Alexan

Joined Jun 07, 2022

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Last activity Jul 10, 2024

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ACTIVITY OVERVIEW

Latest activity by Alexan

Alexan commented,

CommentCreating dashboards

For the Live Dashboards, whilst I am able to add a widget for "Chat - Agents Away", the dashboard only shows the count of agents that are away and I'd have to drill in to view the name list, time and capacity of agents that are away.
Is there any way to have those details to be added into the dashboard view rather than us having to drill into it?
Sample of the agent list when its drilled in from Live Dashboard

View comment · Posted Apr 19, 2023 · Alexan

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Alexan commented,

CommentTicket customization

since enabling CTS, we wanted to automate ticket status whenever a customer replies on the ticket (email/messenger/social media)

I tried with this condition to set ticket status = OPEN , however, we noticed when we initiate the ticket (sending an email out), after some time, the ticket automatically changes to OPEN without any customer response. 

Any idea how we can achieve to set a CTS condition where the ticket changes to OPEN once we get an update from customer (not internal user)

View comment · Edited Mar 16, 2023 · Alexan

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Alexan commented,

CommentTicket customization

Adding on to the above, perhaps it may be a cache issue.
1. i activated CTS yesterday and this morning, i noticed all my closed tickets did not show the option for creating a followup ticket.

2. somehow, when i was chatting with your support, I refreshed the page again, and voila, the followup option appeared




View comment · Edited Mar 08, 2023 · Alexan

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Alexan commented,

CommentTicket customization

i have just activated CTS and I noticed that once a ticket is closed, there's no longer the option to "create followup ticket" like we had prior to activating CTS. 

I get that Closed tickets now is shown as "Solved" in the View bucket with a new icon shown, however we have now lost ability to followup on a closed ticket when needed. 
Was this intended or am I missing a setting when I activated CTS?

View comment · Posted Mar 08, 2023 · Alexan

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Alexan commented,

Community comment Feedback - Reporting and analytics (Explore)

I too would love to have the feature to view reporting on up/down votes changes month over month

View comment · Posted Oct 05, 2022 · Alexan

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Alexan commented,

CommentTicket automation and collaboration

Some issues i have when testing Light Agents to handle internal escalations from my primary agents

1. Im having issues to allow the primary agent (paid agent in zendesk) to see in their View whenever an escalated Side Conversation ticket has been replied/updated by the Light Agent. 
I created a field called "Side Conversation Status" where it allows Escalated/Replied/De-escalated/Reopened, so that any of these actions done by a Light Agent can be seen by primary agent in their Views.
However, any internal comments made by Light Agent on the side conversation ticket does not get triggered by this condition:

It only shows whenever the Primary agent replies on a Side Conversation from their main ticket window then the trigger is activated to update my "side conversation status" = Replied in the primary agent's view. 

a. first line gets triggered to update "Replied" only when primary agent makes a reply from the main ticket window and updating on the side conversation
b. second line is a side conversation ticket assigned to an internal team who made an internal comment on that ticket, but no trigger to update "replied"


2. Light Agents cannot change the side conversation ticket status. It always remains as "NEW" so i had to create a macro + trigger to change side conversation ticket status based on macro selection by Light Agent. Would love to have Light Agents change ticket status of those Side Conversation tickets


View comment · Posted Sep 29, 2022 · Alexan

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Alexan created a post,

Post Developer - Zendesk SDKs

Previously when we used LiveChat legacy SDK, we had the following working well for us such as:
1. customer details (Name/Email/Phone) were being pushed into a chat ticket for a logged in user on our App (our inbound chats are solely from in-App chats and never via web widget)
2. We are able to view geolocation details of the user, as well as metadata of the mobile device (brand/OS version)
3. for logged in user, it will create the user profile (name/email/phone) in the Zendesk ticket exactly as per the user's details registered in our App, if there were no prior profile created in Zendesk.

Since migrating to Messaging SDK, we've been having the following issues:
1. JWT authentication is not working like how it was on liveChat legacy SDK
2. recently the JWT authentication did authenticate me as a verified user and the answerbot form did not ask for Name/Email and only prompted me to fill up Phone. (apparently Messaging SDK JWT is still not able to accept "phone" in the payload)
3. authentication of users are still not working 100% even for a recent test done on Sep 10th where the user was logged into our App, initiated a messaging conversation and it prompted user for Name, Email and Phone. 
4. On some occasions, tickets gets auto merged for the same user that came into messaging on different timing
5. On other occasions, user initiated a messaging conversation then goes idle. When user resumes the messaging conversation again, it creates a new ticket without the initial botflow process. This is where my agent can get confused and starts to search for other related tickets to merge the ticket and continue the conversation with the user

Need some help on getting the JWT authentication working similarly to how it was on our livechat SDK (excluding the geolocation of mobile metadata as I am aware this is not possible in Messaging SDK)

Posted Sep 12, 2022 · Alexan

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Alexan commented,

CommentBuilding reports

I am having some issues to get data for the % of users who are selecting the "transfer to agent" option in our flow builder. I tried using "count" with the keyword of "Or, chat with an agent" but it was double counting it. I also tried using count of "activity event" attribute but it was not giving me count of users who transferred to agent

Currently I am able to get the % of users who opts to "transfer to agent" if it was in the 1st level of my flow builder where I have only 2 options: self service or transfer to agent

However, for users who selects the self service flow, i have 2 to 4 additional layers for self service where they can be self-guided in our articles based on common categories. User will subsequently be prompted to end the self service flow or choose to transfer to agent (if they have not found the answer to their question).

I'd like to know the ratio of users who are opting to transfer to agent on every flow provided to them (excluding the 1st level flow). 

View comment · Posted Aug 08, 2022 · Alexan

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Alexan commented,

Comment[ARCHIVE] Documentation

+1 we also need to add in Malay as language option for botflow

View comment · Posted Aug 05, 2022 · Alexan

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Alexan commented,

Community comment Feedback - Chat and Messaging (Chat)

+1000. The current botflow configuration is so limited.
We'd need a botflow option to add a step option as a link, and also option to add a step to go back to 1st flow (main menu)

View comment · Posted Aug 05, 2022 · Alexan

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