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Dekbi
Joined Nov 09, 2021
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Last activity Jun 05, 2024
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Latest activity by Dekbi
Dekbi commented,
I'll be creating a ticket regarding this so we can check the integration that you have further. You will receive an email once the ticket has been created.
View comment · Posted Jun 05, 2024 · Dekbi
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Dekbi commented,
I will be creating a ticket for this matter. Please expect an email once the ticket has been created.
View comment · Posted Jun 05, 2024 · Dekbi
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Dekbi commented,
I will be creating a ticket regarding this so we can discuss this further. Please expect an email once the ticket has been created.
View comment · Posted May 31, 2024 · Dekbi
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Dekbi commented,
I hope you're having a wonderful day! Here is a list of available recipes for reporting with Messaging: Zendesk Messaging
If you can't find the report you need in the recipes, feel free to create your report using the available Metrics and Attributes for Messaging.
I hope this information is helpful to you.
View comment · Posted May 31, 2024 · Dekbi
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Dekbi commented,
We have multiple options for setting up SSO using Active Directory. You may want to check the articles below if this would suit your needs:
- Setting up single sign-on using Active Directory with JWT
- Setting up single sign-on using Active Directory with ADFS and SAML
I hope this helps.
View comment · Posted May 31, 2024 · Dekbi
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Dekbi commented,
You may use the metric 'Tickets Created for the last 30 days' or 'Tickets Created for the last 7 days' and then add an attribute for the Requester's Name or Email.
Here's our documentation regarding the available metrics and attributes that you may use: Metrics and attributes for Zendesk Support
Additionally, you may also want to check if creating a custom metric and attribute would fit your need.
View comment · Posted May 31, 2024 · Dekbi
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Dekbi commented,
I hope you're doing well! Upon reviewing the details you shared, I'd love to connect you with our Developer Support team. They are experts in our platform tools and are best equipped to provide you with top-notch answers and solutions. This team operates within our Developer Support community, where you can also benefit from insights shared by other developers!
To reach out, simply visit the community and share as much relevant information in your post as you're comfortable with. Kindly create a new community post instead of commenting on this article.
View comment · Posted May 23, 2024 · Dekbi
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Dekbi commented,
I hope you're doing well! I wanted to let you know that currently, we are unable to modify the default country code for outbound calls.
To set the correct country code, our agents can either select it from the dropdown menu or manually enter it in the designated field.
Have a great day!
View comment · Posted May 23, 2024 · Dekbi
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Dekbi commented,
Unfortunately, we do not offer the feature of creating a greeting for outbound calls that will be played before the call starts when an agent calls an end-user.
What I suggest is to have a workflow with your agents to always let the end-users know that the call is being recorded instead before they start the conversation.
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in 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.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
View comment · Posted May 21, 2024 · Dekbi
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Dekbi commented,
You can refer to our documentation Reporting on calls with Explore to create a report in Zendesk Explore using the Talk > Talk - Calls dataset and include Call wait time as a metric.
This will show the time a customer waited to talk to an agent after being routed to where they wanted.
I trust this helps.
View comment · Posted Sep 02, 2023 · Dekbi
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