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test.zendesk

Joined Dec 15, 2021

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Last activity Dec 11, 2024

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ACTIVITY OVERVIEW

Latest activity by test.zendesk

test.zendesk commented,

CommentTicket customization

It will be nice to have the ticket statuses visible by group, as not all statuses are being used by every team, so it will be nice to make them visible only to certain groups. Is this feature being worked on? Else I want to request this feature. Also, the option to hide default status at least pending and on hold.

View comment · Posted Dec 11, 2024 · test.zendesk

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test.zendesk commented,

CommentRouting

HI, 

It's nice to see the feature that allows us to make certain skills required even after a skill timeout is enabled for certain channels.

I tried setting one of the skills as required with the help of the trigger but the ticket with that required skill still got assigned to the agent who didn't have the skill to handle it, Could you please help identify what could have caused it? The ticket number is  #13145995

View comment · Posted Nov 29, 2024 · test.zendesk

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test.zendesk commented,

CommentUsing AI agents for messaging

This is sad that we cannot use the “Ask for details” block for WhatsApp, it makes it so difficult to verify users as we want users to enter their User ID, track and trace code and email before they are routed. This makes the answer bot limited. I hope we can have this feature soon

View comment · Posted Aug 22, 2024 · test.zendesk

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test.zendesk commented,

CommentUsing legacy AI agent functionality

Thanks for the development on the Zendesk bot so far, it's really nice.

Is it not possible to compare two variables? It is so limited that we have to enter the values to compare with variables manually, what if we want users to make a selection and compare it with the values obtained via API call which is stored in a variable?

View comment · Posted Aug 21, 2024 · test.zendesk

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test.zendesk commented,

CommentRouting

Hi Barry Neary

When the feature to support ordering within the queue by SLA would go live?

I have a question about the custom queue:

If ticket1 with urgent priority is added to the custom queue after ticket2 (normal priority) will the custom queue prioritise the assignation of ticket1 over ticket2 because ticket1 has an urgent priority? 


 

View comment · Posted Aug 12, 2024 · test.zendesk

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test.zendesk created a post,

Post Feedback - Chat and Messaging (Chat)

 Messaging Agent Interface feature request::

What we currently have is that agents need to type the message, click on enter, and solve the ticket. It is not possible to add a message by only clicking on the solved ticket button. It happened a few times that tickets were solved without a reply because the agent forgot to press enter first. This is confusing because in email tickets it does work like this, so especially after switching from an email to messaging. 

Posted Jul 25, 2024 · test.zendesk

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test.zendesk commented,

Community comment Feedback - Chat and Messaging (Chat)

This functionality is very much needed. Without this, messaging cannot be used at its full potential. Onur Okutan any, updates on this? When Zendesk is already using this for support, can you please guide us on how we can create the same custom script in the meantime?  

View comment · Posted Aug 07, 2023 · test.zendesk

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