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Jan

Joined Oct 29, 2021

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Last activity Jan 20, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Jan

Jan commented,

CommentSetting up Zendesk Chat
Hi Danielle,
 
We really have no control over a chat visitor's behavior so it is normal to sometimes see chat visitors keeping the chat window open and becoming active again beyond operating hours. While we currently have no native way to avoid such scenarios, our team has come up with a workaround that helps prevent them, using a Chat Trigger.
 
Please check out this guide for more info and instructions - Recipe: Chat trigger to notify the end of operating hours
 
Feel free to contact Zendesk Customer Support if you'd need further assistance.
 
Best,
 
Jan

View comment · Posted Oct 04, 2022 · Jan

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Jan commented,

CommentSlack integration
Hi Casey, 

The native Zendesk-Slack integration does not offer the functionality of setting the first comment as an internal note on new tickets. Here are some alternatives:
 
  1. You can manually switch the comment into Internal Note in the UI once the ticket is created, Changing a ticket comment from public to private (standard agent interface). Or if you use Agent Workspace, you can go into Events and Convert to internal note is available per comment. Here's how it looks:

     
  2. You can check third-party integrations like Zapier which could have features specific to what you need.

We'll definitely send a word out once such a feature becomes available so stay tuned. 😁️ 

View comment · Posted Oct 29, 2021 · Jan

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