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Shaun Murray's Avatar

Shaun Murray

Joined Dec 06, 2021

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Last activity Jan 10, 2025

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ACTIVITY OVERVIEW

Latest activity by Shaun Murray

Shaun Murray commented,

CommentSetting up your email channel

If we set this up can we continue to use emails through Zendesk side by side with this connector?

To clarify - We already have some email addresses set up using our domain through Zendesk but we would like to try this with one email address. Would that be possible?

Our company uses MFA on our exchange accounts. Does this work with Microsoft's MFA?

Thank you!

View comment · Posted Nov 20, 2024 · Shaun Murray

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Shaun Murray created a post,

Post Feedback - Voice (Talk)

Hello all!

 

Currently Talk calls are not affected by skill changes on the ticket after the initial ticket creation. It would be extremely nice to have that fixed. 

 

Our use case - We have separate teams for Tech Support and Billing Support. We would like to have a skill for Tech Support tickets that can be removed if the customer ends up having billing questions, so the call can be changed to the Billing Support group and routed to those agents who do not have the Tech Support skill.

 

Thanks for reading,

Shaun

Posted Jul 10, 2024 · Shaun Murray

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Shaun Murray commented,

CommentRouting

Hello all! I have a support ticket open but I seem to be repeating myself to them with little progress, so I'm hoping to get some advice here.

I have a trigger that adds a skill to a call's ticket when it is assigned to a specific group (tech support). I also have a trigger that removes the skill when the call is unassigned from that group (say, to transfer it to billing support). The problem is, that even though the skill is removed from the call's ticket, the call still will not route to agents without the skill. Is that how it is expected to work?
If that is how it is expected to work, what is the point of this section? Removing skills from a ticket

View comment · Edited Jun 20, 2024 · Shaun Murray

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Shaun Murray commented,

CommentTeam members and groups

I just saw this article - https://support.zendesk.com/hc/en-us/articles/7406001461658-Announcing-group-level-access-for-unified-agent-statuses.

Does the limit on the number of statuses apply on an account level, or group level? Example - For Professional could we have 5 in one group and 5 different ones in another, or simply 5 for the whole account?

 

Thank you!

View comment · Posted Jun 12, 2024 · Shaun Murray

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Shaun Murray created a post,

Post Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

I would like tickets to be able to re-enter custom queues after having been assigned to an agent. This would allow live calls and chats to be queued in a custom queue if transferred to another group after being answered. It would also help with other ticket types.

 

What problem do you see this solving? (1-2 sentences) 

If tickets are transferred to a group or unassigned from an agent after being assigned to an agent the ticket does not enter any custom queues. This prevents the use of backup groups for those tickets. Basically, any reason you might want to use custom queues for new tickets should apply to reassigned tickets. This behavior is listed here.

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This problem happens on a daily basis. This is critical for our business as our agents often need to transfer tickets to other groups, and we would like the tickets to be able to be queued to backup groups when needed. Especially for live tickets like calls, chats, and social media channels.

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Watching queues, which requires manual time and cost, and means some might get missed.

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Tickets would enter custom queues if they meet the criteria. Regardless of having been assigned in the past.

Posted Apr 25, 2024 · Shaun Murray

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Shaun Murray commented,

CommentWorkflow best practices and recipes

Barry Neary, Thank you greatly for making sure I know!

View comment · Posted Apr 22, 2024 · Shaun Murray

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Shaun Murray commented,

CommentSetting up Zendesk Guide

Hi Gabriel Manlapig,

I have read and commented on the article you linked, and another Zendesk Customer Care @... has asked me to put in a support ticket to resolve this bug.

If it is expected to reflect our default subdomain for separate brands then I suggest you discuss with Zendesk's security team how they would feel if a login page redirected them to a completely different company with no reference to the company whose site they were trying to log into.

Thank you for responding!

View comment · Posted Dec 04, 2023 · Shaun Murray

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Shaun Murray commented,

CommentHow to manage the help center
Authenticated agents and anonymous users will see the https://yoursubdomain.zendesk.com URL on the login page.

This is not exactly ideal, but not really a big problem. However, when customers click the sign-in button for one of our Help Centers (support.avative.com) they see the subdomain from another of our brands (https://stratanetworks.zendesk.com). Can this be fixed somehow?

View comment · Posted Nov 30, 2023 · Shaun Murray

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Shaun Murray commented,

CommentSetting up Zendesk Guide

Jennifer Gillespie

My company is encountering the same issue. It is especially confusing for customers logging into our second help center since it redirects to the subdomain of our main one for the login screen (which is a different company). Were you able to get an answer on this?

View comment · Posted Nov 30, 2023 · Shaun Murray

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Shaun Murray commented,

CommentBusiness rules

Hi Chin,

{{ticket.ticket_field_option_title_}} is the placeholder you will want for those.

View comment · Posted Sep 07, 2023 · Shaun Murray

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