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Kris Parker
Joined Feb 10, 2023
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Last activity Jan 04, 2025
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Latest activity by Kris Parker
Kris Parker commented,
In our Zendesk instance we have some groups using OmniChannel routing, and others not using this and instead simply self-assigning tickets.
I am desiring to use the options mentioned in this article to reassign reopened tickets (email and/or messaging) when the assigned agent is offline…but only for certain groups as it is expected that some groups have their agents offline. Is there another path beyond the omnichannel routing configuration to have these tickets reassigned back to the main group based on the agent status?
View comment · Posted Jan 04, 2025 · Kris Parker
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Kris Parker commented,
I'm trying to create a report that shows the average time per assignee for first assignment until first reply
I will neither confirm nor deny that I have fought with Explore for most of the day to attempt to get this created with several different paths all with no success (although I did have the opportunity to see a few different variations of Explore errors).
Has anyone performed this query before and have a snazzy way of reporting on it?
View comment · Posted Sep 13, 2024 · Kris Parker
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Kris Parker commented,
I am also having troubles getting this to work to hide Ticket Forms from my agents.
I am using the following JSON array in the “Hide dropdown form options” field:
[
{"name": "ticket_form_id", "value": "1234"},
{"name": "ticket_form_id", "value": "12345"},
{"name": "ticket_form_id", "value": "123456"},
{"name": "ticket_form_id", "value": "1234567"}
]
I am ensuring the right IDs are listed for the forms I am attempting to hide. I am also selecting all roles in the roles restriction, but I've tried it without role restrictions as well.
What am I missing?
View comment · Posted Jun 19, 2024 · Kris Parker
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Kris Parker commented,
Martin Holmes Thank you for the quick reply!
What I'm looking for / hoping for is the ability to add talk directly within the messaging flow versus the standalone widget that the Voice API release provides.
From your linked page I see that this is a current limitation.
View comment · Posted Dec 13, 2023 · Kris Parker
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Kris Parker commented,
Thanks for your reply. I'm not sure that I'd agree that the feature is released in how the original post was suggesting.
Having the ability to add the phone widget to our website is not the same as offering the phone option through the Messaging widget. What we'd love to see is to use the callback option within the widget flow itself versus a stand alone interface. This was the experience in the legacy widget and what the initial post was looking for
View comment · Posted Dec 13, 2023 · Kris Parker
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Kris Parker commented,
Any update on this feature?
I think we've missed the timeline given by the Product Managers here...
View comment · Posted Dec 05, 2023 · Kris Parker
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Kris Parker commented,
What I would actually love about this is a few things:
- Ability to disable / edit the default statuses presented by Zendesk
- Ability to have specific statuses only visible to certain groups or roles in our account.
The default statuses do not meet our needs well and not having the ability to edit these means they are just taking up space in the dropdown and increasing the risk that an agent chooses the wrong one.
Our various teams within Zendesk have different workflows and I would love to have even more of these custom statuses but since it’s currently visible across every agent we’ve tried to minimize the number we’re creating to reduce confusion and the potential for an agent to choose the wrong status.
View comment · Posted Nov 09, 2023 · Kris Parker
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Kris Parker commented,
Is there a way to report on tickets offered to agents through Omnichannel routing, but not accepted?
View comment · Posted Sep 27, 2023 · Kris Parker
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Kris Parker commented,
Is it expected that the Slack notifications for updated tickets would post in a thread, but ALSO to the channel?
Is there a way for it to only post updates in the thread?
View comment · Posted Mar 14, 2023 · Kris Parker
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