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Plo Mangsat

Joined Nov 25, 2021

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Last activity Apr 03, 2024

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ACTIVITY OVERVIEW

Latest activity by Plo Mangsat

Plo Mangsat commented,

CommentSelf-service best practices and recipes
Hi Marci,
 
Article votes won't affect the functionality of your AB's article recommendation. Whenever a user upvotes or downvote an article, the article gets a vote for that interaction. I tested this as well that a user can only vote once in an article regardless of how many times they visited the article.
 
I hope this helps.
 
Thanks!

View comment · Posted Feb 08, 2022 · Plo Mangsat

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Plo Mangsat commented,

CommentSelf-service best practices and recipes
Hi Marci,
 
Thank you for leaving a comment here. Currently, there's no way of deleting these votes. However, this is still possible, but by using Votes API.
 
First, you would have to find the ID of the Votes that you want to delete. One way to do this would be to use the List Votes endpoint to show the votes in a specific article. The result would be something like this:
 

 
The value property will show you the 'upvote' (1) or 'downvote' (-1). You can get the Vote ID from here and then use the Delete Vote endpoint.
 
The result after deleting the first vote:


There's also no direct consequence to having many unhelpful votes in an article. The votes are mainly used for reporting only.
 
You can also consider Disable "Was this article helpful?" in Zendesk Guide.
 
I hope this helps clear things.
 
Thanks!
 
 

View comment · Posted Jan 28, 2022 · Plo Mangsat

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Plo Mangsat commented,

Community comment Developer - Zendesk SDKs
Hi Eddy,
 
Thank you for posting this. You should utilize or integrate Zendesk thru an app using our Support SDK.  I understand that you were able to make it work on an iOS device, but it is better for you to work with your app developer on the issue with Android devices.
 
You can check the following articles for your reference.
 
Can I embed the Help Center using Android WebView?
Embedding customer service in mobile apps with the Support SDK
 
I hope this helps clear things. Thanks!

View comment · Posted Jan 04, 2022 · Plo Mangsat

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Plo Mangsat commented,

CommentTicket customization
Hi Daniel,
 
Thank you for posting a comment here. You can only create up to 2,000 values in the custom drop-down menu. To do this you need to create a CSV (comma-separated values) file that contains all the options you want to put in your custom field. 
 
See the example below.
 

The following table lists the fields to include in the file. The first row of the CSV file is the header row, and you must include it in the file.
Field Description
value Value that appears in the drop-down or multi-select field.
tag Tag associated with the field value. The tag is used as a ticket property that can be included in triggers and other business rules.
default Identifies the default value for the drop-down or multi-select field. Use true to identify the default value. Use false for all other values. (Drop-down fields only. Remove this field for all other field types, otherwise you'll receive an error.)
 
After you create the CSV file, you can import these values into a new ticket field.
 
To import the CSV field values
  1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Fields.
  2. Click Add Field.You can only bulk import values for new ticket fields. You cannot import field values for existing ticket fields.
  3. Choose the type of field you want to create (Drop-down or Multi-select).You can only import field values for drop-down or multi-select fields, CSV import for other types of fields is not supported.
  4. In Field values, click Upload CSV.
  5. Click Choose File and open the CSV file you want to import, then click Upload.
  6. You can also Download the template CSV file to use as a model to prepare your CSV file before you upload it.
  7. When you successfully upload the CSV file, Field values are updated to include the new data.
  8. Finish adding information about your new field, then Save your changes. For more information, see About Ticket Fields.
 
You can check Importing and exporting values for ticket fields for more information.
 
I hope this helps clear things.
 
Thanks!

View comment · Posted Dec 29, 2021 · Plo Mangsat

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Plo Mangsat commented,

CommentConfiguring the Chat widget
Hi Ariana,
 
Thank you for posting a comment here. You can only add your widget to multiple brands, but not two widgets on a single website. You can check Adding Web Widget (Classic) to multiple brands - Zendesk help for more information.
 
In addition, I encourage you to create a new post on the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
 
I hope this helps clear things.
 
Thanks!
 
 
 

View comment · Posted Dec 29, 2021 · Plo Mangsat

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Plo Mangsat commented,

CommentLive chat departments, triggers, operating hours, and routing
Hi Maring,
 
Thank you for posting a comment here. If you use triggers to automatically route chats to specific departments that has no online agents, chats will stil be routed to that department. These missed chats will automatically create a ticket that your agents can work on later.
 

Using triggers

You can use triggers to route chats to specific departments based on the visitor's current page, tags, locale, or other information.
 
The example below will route agents to the Sales team based on the visitor tag.
 
To route chats automatically
  1. From the dashboard, go to Manage > Triggers.
  2. Click Create Trigger.
  3. Set up your trigger's conditions and actions. 
  4. For example, if you want to automatically send chats from the pricing page to the Sales department, you might set up your trigger as shown below:
    • Set the Still on site condition to add a one-second delay.
    • Choose the condition (in this case, a visitor tag) you're using to identify which department should receive the chat.
    • Select the Set Visitor Department action and select a department.
  5. Click Create Triggers.
 
You can check Automatically route chats to departments.
 
I hope this helps clear things.
Thanks!

View comment · Posted Dec 28, 2021 · Plo Mangsat

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Plo Mangsat commented,

CommentHow to get help with phone call problems in Talk
Hi Sarah,
 
Thank you for reaching us at Zendesk. This feature to show your company name on the outbound calls is only available for USA numbers. If you have a USA number, you can contact your carrier and have them change your CNAM. To apply for this, please gather the info stated in https://support.zendesk.com/hc/en-us/articles/4411051521818-Does-Zendesk-support-CNAM- and open a request with Zendesk Support.  
 
Let me know if this helps clear things.
 
Thanks!

View comment · Posted Dec 20, 2021 · Plo Mangsat

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Plo Mangsat commented,

CommentExplore recipes
Thank you for reaching out.  I understand that you want to show in your reports the longest wait time of an end-user at any given time. You can try the following recipe. (The modification starts in line 5).
 
  1. In Zendesk Explore, click the query () icon.
  2. In the Queries library, click New query.
  3. On the Choose a dataset page, click Talk > Calls > Talk: Calls, then click New query. Query builder opens.
  4. In the Metrics panel, click Add.
  5. From the list of metrics, choose Duration - Call (sec) > Call Wait Time (sec), then click Apply.
  6. Click on the Call Wait Time metric on the left pane and set the aggregator to MAX.
  7. In the Column panel, click Add.
  8. From the list of attributes, choose Call Brackets > Call wait time brackets, then click Apply. 
  9. Click on the Call wait time brackets attribute on the left pane to filter the brackets that you want to show. (In this case, >300 was chosen).
  10. In the Rows panel, click Add.
  11. From the list of attributes, choose Time - Call started > Call - Date, then click Apply.
  12. From the list of attributes, choose Call > Call ID, then click Apply.
  13. From the list of attributes, choose Call end user > End-user name, then click Apply
 
Your left panel should look like this.
 

 
14.  On the right panel, click Results manipulation > Sort, then sort in Descending order.
 

 
I hope this helps. Thanks!

View comment · Posted Nov 25, 2021 · Plo Mangsat

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