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Anton Maslov's Avatar

Anton Maslov

Joined Jun 12, 2023

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Last activity Jan 14, 2025

Zendesk Luminary

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ACTIVITY OVERVIEW

Latest activity by Anton Maslov

Anton Maslov commented,

CommentEnd-user guide for Help Center

This feature is not compatible with SSO:

1. Clients can see MFA under their profile, and enable it but they won't be able to use it, because with SSO Zendesk Auth is disabled.

2. Moreover, if your SSO has its own MFA some clients try to put in code generated by Zendesk MFA and cannot log in. 

 

The fact that this exists and cannot be managed/disabled is a huge issue that results in negative end-user experience.

View comment · Edited Nov 05, 2024 · Anton Maslov

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Anton Maslov commented,

CommentTicket automation and collaboration

Erin O'Callaghan any plans to add the same functionality for the Regex field type? It would be nice to automatically add like order ID or license number.

View comment · Posted Aug 16, 2024 · Anton Maslov

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Anton Maslov commented,

Community comment Feedback - Ticketing system (Support)

+1 - actual for us too to route voicemail via omnichannel routing.

View comment · Posted Jul 15, 2024 · Anton Maslov

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Anton Maslov created a post,

Post Feedback - Voice (Talk)

Similarly to “draft” mode now in Agent Workspace we'd like to have a confirmation for the outbound call request: sometimes agents may missclick the call button switching from i.e. Messaging to email or smth else.

Posted Jun 04, 2024 · Anton Maslov

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Anton Maslov commented,

Community commentZendesk Support Beta - Modernized Conversational Experience

Is there new on phase 2, when we can expect it?

 

>The ability to pin important notes at the top of the conversation.

This is quite hot feature we are looking forward too.

 

>Collapsed view of already-read messages

We had a system with this feature in the past: I hope messages will collapse per user basis, because we had incidents when someone collapsed message with important info, which other agent missed.

View comment · Posted May 23, 2024 · Anton Maslov

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Anton Maslov commented,

Community comment Q&A - Tickets and email
  • It depends on how quick you want to react and what is normal volume for you.
  • Depends also on how many organizations you want to monitor

For us some most of the organizations had like 5-20 tickets per week so it was no sense to monitor it daily.

 

What we did for example is we focused on top 20 organizations and created a “Health Dashboard” for them with key KPIs like CSAT, Time to First Reply, Average Resolution Time, amount of tickets.

 

Now, for CSAT and the rest where you have goal you can use color schemes. 

 

For tickets you can do the following:

1. Create metric like “average amount of tickets per week for the last quarter”

2. Put it next to last_week ticket amount

3. Send dashboard weekly by email to the team of Account Managers. 

 

If you need to catch like daily spikes and you have 1000 tickets per week let's say - then tools above is likely your choice. 

 

 

 

 

 

View comment · Posted May 09, 2024 · Anton Maslov

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Anton Maslov commented,

Community comment Q&A - AI and automation

Here is how you can create a ticket with Messaging if needed:

First, you need to create API key and add it to “Connections” to allow Messaging doing API calls to your own Zendesk instance:

1. Go to Admin > Apps & Integrations > Zendesk API. Create an API token here.

2. Now got to Apps & Integrations > Connections and create a new one:

  • Specify Connection name
  • Select type as “Basic authentication”. Your username would be your admin email /token like “admin@example.com/token”. Your password - API key you created on step 1.
  • Specify your Zendesk instance subdomain name as “Allowed domain”: example.zendesk.com

You are now ready to create a ticket by Messaging.

1.First, create a custom ticket fields with “text” type which you will use to ask for issue description. Make it editable by end users and name it for example “How can I help?”

2.  Now add step “Ask for details” if needed where you'll ask “Name”, “Email” and also add “How can I help” field there as well.

3. Now add step “Make an API calls”:

  • Method “POST”
  • Endpoint URL your Zendesk subdomain: https://example.zendesk.com/api/v2/tickets.json
  • Now, as a body you will put JSON with your ticket parameters. Let's say you want to keep it simple and use customer's name in subject and text he put to field “How can I help” as ticket description. Just click {+} and add variables you need to the JSON body. 
  • Under “Authentification” select Connection name from step 2 you created.
{
"ticket": {
  "subject": "Offline request from {{sf.requester.name}}",
  "requester": {
      "name": "{{sf.requester.name}}",
      "email": "{{sf.requester.email}}"
  },
  "tags": [
      "offline_ticket"
  ],
  "comment": {
      "body": "{{tf.22638143652759}}",
      "public": true
  }
}
}

4. Now you can use “Make an API call" to test that it works and also save ticket_id as a variable and use it later to tell client his ticket ID that was created.

View comment · Posted May 09, 2024 · Anton Maslov

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Anton Maslov commented,

Community commentZendesk Support Beta - Modernized Conversational Experience

Overall feedback from the agents is very positive, although we found a bug:

1. We use Zendesk Chat and send initial message with chat:send command which basically sends it on behalf of the agent.

2. Although in MCE it is displayed as a message from client, not from agent. see screenshot.

View comment · Posted Apr 19, 2024 · Anton Maslov

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Anton Maslov commented,

Community comment Feedback - Help Center (Guide)

Is there any news in regards to current plans for this?

View comment · Posted Mar 07, 2024 · Anton Maslov

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Anton Maslov commented,

Community comment Feedback - Chat and Messaging (Chat)

+1 - it definitely make sense for the agents to have a sound notification once chat is transferred. 

View comment · Posted Mar 05, 2024 · Anton Maslov

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