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James Clark

Joined Dec 16, 2021

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Last activity Sep 16, 2024

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ACTIVITY OVERVIEW

Latest activity by James Clark

James Clark commented,

Community comment Q&A - Chat, messaging, and widgets

Hi Ruben, 

 

If “Team Respsonible” is a custom field, then when your trigger is setting IT Services as a field the tag related to this feild will also be being applied. 

 

So although you do not have a specific action to set the tag, by setting the Team Respsonsible Customer Field the tag is being added and this is why it showing in events.

 

Thanks

 

James

View comment · Posted Sep 16, 2024 · James Clark

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James Clark commented,

Community comment Feedback - Chat and Messaging (Chat)

+1 for this please. Seems odd that I have to click a "new converstion" button to speak with Zendesk, but that I can't implement the same workflow for our clients using Zendesk. 

Any update on this?

View comment · Posted Sep 25, 2023 · James Clark

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James Clark commented,

Community comment Feedback - Admin Center

Completely agree. We have regional managers whose responsibility it is to set schedules and holidays, but they can't do this as they've had to be downgraded from full admin due to restrictions on private groups.

View comment · Posted Sep 21, 2023 · James Clark

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James Clark commented,

Community comment Feedback - Ticketing system (Support)

Hello,

Is there any update on this? 

This is also a blocker for us in moving parts of our business into Zendesk as we can't lock down private groups without affecting access to suspended tickets to the wider teams.

Thanks

View comment · Posted Aug 01, 2023 · James Clark

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James Clark commented,

Community comment Feedback - Ticketing system (Support)

Hi Andrew,

I'd be interested to know how you create the link at the bottom of the ticket? I want to implement something similar.

Once there is a tag associated with a ticket is it not possible to run an automation to check for the unsubscribe tag and update a User Field to unsubscribe?

View comment · Posted Jun 21, 2023 · James Clark

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James Clark commented,

Community comment Discussion - Tips and best practices from the community

Hi Charenjeet,

Did you manage the resolve your issue, as I've experiencing the same problem in testing.

It seems the survey is not sent until the satisfaction date changes from future to past over time, but then fires a survey for all tickets created within that period. So if they client has contacted us 3 times that receive 3 surveys at once.

View comment · Posted Jun 19, 2023 · James Clark

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James Clark commented,

Community comment Q&A - Tickets and email

Hello

What does the "Mark as done" button actually do? I can't see that it makes any difference - or any I missing something?

It doesn't ad any tags, it isn't a condition in the trigger as far as I can see, it doesn't change the status of either the original or side can ticket?

I can't see this is making any difference.

I may well be wrong, so interested to know how this can be used in a useful way.

Thanks

James

View comment · Posted May 05, 2023 · James Clark

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James Clark created a post,

Post Feedback - Chat and Messaging (Chat)

Hello,

I've been trying to implement proactive messaging and the messages have not been sent as expected.

Using the rule "visitors url includes QC" I was expecting a message to be sent when the client navigated to a url which includes QC, however this is not working and it appears to be due to the fact "the URL is an iframed page loaded when the link is clicked, so messaging is not being loaded on that URL."

This seems a limitation that needs to be improved as should include iframe urls when sending proactive messages.

As it stands I now can't use this feature which is a shame.

Posted Apr 25, 2023 · James Clark

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James Clark created a post,

Post Feedback - Chat and Messaging (Chat)

We've just integrated Whatsapp into Zendesk for the first time. Our Clients/Agents were already heavily using Whatsapp to communicated and we wanted visibility of this workload in Zendesk.

Inbound messaging is working fine, but since the Zendesk integration we are now no longer able to reach out to our clients via Whatsapp. We are having to either email or call them.

I understand that outbound messaging via the web widget doesn't make sense, but for whatsapp this really should be an option, just as sending an outbound email to a client is possible, sending an outbound whatsapp to a client should be.

Posted Apr 24, 2023 · James Clark

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James Clark commented,

Community comment Feedback - Ticketing system (Support)

Thanks for the update on this Tim. That is great news if that is the case. 

View comment · Posted Apr 21, 2023 · James Clark

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