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LVB

Joined Feb 21, 2022

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Last activity Oct 31, 2022

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Latest activity by LVB

LVB created a post,

Post Developer - Zendesk SDKs

We are looking to integrate both Zendesk Guide and Zendesk Messaging SDKs into our mobile apps. Among other things, this is to support contextual help by embedding articles throughout the app using the ViewArticleActivity object in the Support SDK - without losing Messaging.

Has anyone found a workaround to the known incompatibility between these two SDKs, or have any information on when this issue is slated to be addressed?

Edited Oct 31, 2022 · LVB

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LVB commented,

CommentRouting

Thanks Barry Neary,

Definitely agree with what others have said here. The assignment of inactive chats wholesale to whichever agent goes Active first feels more like a consequence of incomplete design than of deliberate decision making.

The option to choose how these are handled will be good. Option 2 will definitely be what is selected by us.

View comment · Posted Oct 12, 2022 · LVB

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LVB commented,

CommentRouting

Barry Neary,

If inactive messaging conversations are different than both email and active messaging convos, I'd advocate for a third capacity limit with a checkbox to "combine active and inactive Message capacities" in the Capacity Rules. My use case would be to include inactive convos in capacity calculations for Messaging (hence the checkbox), but can understand if others do not have this workflow. Absent that, I would count them toward the email limit as they are more aligned with that channel's workflow than messaging's workflow.

View comment · Posted Oct 10, 2022 · LVB

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LVB commented,

CommentRouting

Regarding:

“A message remains active for 10 minutes in the queue. If it still hasn't been assigned after 10 minutes, the inactive message will be assigned to the next online agent with spare capacity (known as round-robin). It won’t use up any of that capacity. This applies only to messages that have previously been offered to an agent. Inactive messages never offered to an agent (for example, because they come in when all agents were offline) remain in the queue and are not assigned.“

Are there plans to resolve the issues this causes? For example, the following behavior is caused by the above: when agents sign in to start their day, they are dumped dozens of overnight tickets. Is there a recommended way to reassign these tickets to another group to prevent this? (My email/async support team and my live chat/messaging support teams are separate.)

Note: I believe this is inaccurate - “This applies only to messages that have previously been offered to an agent.” I do not have messaging agents (the only channel we’re using Omni routing for) online overnight and yet all overnight tickets drop onto my morning agents anyway.

View comment · Posted Oct 08, 2022 · LVB

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LVB commented,

CommentRouting

Is there an API to read agent statuses, or will be be able to create triggers, to integrate these statuses with a WFM solutions?

View comment · Posted Aug 19, 2022 · LVB

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LVB commented,

CommentWorking with articles in the knowledge base

Dave,

Looks like Eric surfaced the same concern over a year ago. Seems a spreadsheet (or similar) remains the only viable solution.

View comment · Posted Apr 14, 2022 · LVB

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LVB commented,

CommentWorking with articles in the knowledge base

@...,

That is a good solution for articles that have already been published, but does not support the pre-publish workflow of Draft → QA Ready → QA Feedback → Published (or thereabouts).

View comment · Posted Mar 31, 2022 · LVB

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LVB commented,

CommentUsing AI agents for email and web form

Is there any documentation on how much of the inbound email is processed by Answer Bot to define the list of recommended articles?

View comment · Posted Mar 31, 2022 · LVB

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LVB commented,

CommentWorking with articles in the knowledge base

Does Zendesk support private comments, or some other mechanism by which my QA Team can provide feedback to our content authors on articles that require verification or review? Or is it necessary to manage the bulk of the authoring and maintenance in a separate platform?

View comment · Posted Mar 30, 2022 · LVB

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LVB commented,

Community comment Feedback - Ticketing system (Support)

Wow, is there really no way to do this?

View comment · Posted Feb 23, 2022 · LVB

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