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Ntsako Masinge
Joined Nov 05, 2021
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Last activity Jun 10, 2024
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Latest activity by Ntsako Masinge
Ntsako Masinge commented,
Hi,
We have a customer that would like to hide/ mask the customer details from their agents when a ticket is created i.e
- Mobile Number: Only last 4 digits to be visible.
- Email Address: Only the text after the @ to be visible.
- ID Number: Only first 6 digits to be visible.
We have these fields an custom user fields in zendesk, and our work around was that we would use the hide field app to achieve this but it does not have the capability to hide user fields, only form fields.
The above information is key to other customer sensitive information or high information and they want the agent to not be able to see those key user fields.
View comment · Posted Jun 10, 2024 · Ntsako Masinge
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Ntsako Masinge created a post,
Hi Zendesk,
We need the functionality to be able to hide custom user fields that contain customer information, and we want to mask this information. So far, Zendesk cannot do this, can we get this requirement please. Some of our customers want to hide some sensitive customer information from the agents.
Posted May 24, 2024 · Ntsako Masinge
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Ntsako Masinge commented,
This is a need especially if you are using omni-routing to route your email tickets. New emails don't auto assign immediately unless agent refreshes
View comment · Posted Mar 10, 2023 · Ntsako Masinge
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Ntsako Masinge commented,
Hi,
Which datasets and Metrics have been used to calculate the Agents CSAT score that shows on the agent dashboard. Using Explore, I am getting a different score completely. They don't correspond.
View comment · Posted Apr 05, 2022 · Ntsako Masinge
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Ntsako Masinge commented,
Hi @...,
Noted. I will await feedback. Thank you.
View comment · Posted Nov 23, 2021 · Ntsako Masinge
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Ntsako Masinge commented,
Hi Support,
Need your assistance please.
The Facebook Messenger messages that do come through Zendesk aren’t kept open, once the agent has replied. When send (or enter) is clicked in response to client, the ticket is closed and it shows to the client that the agent has left the chat.When this happens, it is closed to me on messenger as well, so the client's query goes totally unresolved.In order to recover that ticket, agents need to search through the entire Zendesk, to retrieve the chat.
Any idea why?
View comment · Posted Nov 22, 2021 · Ntsako Masinge
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Ntsako Masinge commented,
Hi,
We have a customer that has a fixed footer , and wants the chat icon within a button format... is there a HTML code that I can try in order to make this happen ?
View comment · Posted Nov 05, 2021 · Ntsako Masinge
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