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Carl

Joined Jan 26, 2022

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Last activity Jul 05, 2024

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Latest activity by Carl

Carl commented,

CommentZendesk messaging

If I enable the auto-release capacity and the ticket with the open status is transferred to another group for follow-up, the system will also mark it as pending. In that case, the next agent in another group cannot follow up. How can we prevent that?

View comment · Posted Jul 05, 2024 · Carl

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Carl commented,

CommentGeneral questions and issues about tickets

I believe Zendesk previously provided a service that automatically translated agents' replies to the end user's language, but they have discontinued that now. It seems it just started two weeks ago.

View comment · Posted Jul 04, 2024 · Carl

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Carl created a post,

Post Q&A - Reporting and analytics

We need to count:

  • One-touch call end-users: only call us 1 time within one week.
  • Two-touch call end-users: only call us 2 times within one week.
  • Three-touch call end-users: only call us 3 times within one week.
  • Four-touch call end-users: only call us 4 times within one week.
  • Five-touch call end-users: only call us 5 times within one week.
  • 5-10 call end-users: only call us more than 5 times but less than 10 times within one week.
  • 10 call end-users: only call us more than 10 times within one week.

    How should I write the formula?

Posted Oct 31, 2023 · Carl

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Carl commented,

Community comment Feedback - Ticketing system (Support)

hope we can have this update.

View comment · Posted Oct 31, 2023 · Carl

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Carl created a post,

Post Q&A - Chat, messaging, and widgets

I want to find out how many messaging tickets was closed without end- user's reply when they transfer to the agents.

Posted Oct 31, 2023 · Carl

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Carl created a post,

Post Q&A - Chat, messaging, and widgets

I'd like a setting to prevent the agents from solving the messaging without a last reply to a customer. Can we control that?

Posted Oct 12, 2023 · Carl

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Carl commented,

Community comment Feedback - Chat and Messaging (Chat)

Yes, we need the same option. 

If we enable the [Remember History] feature, customers won't have to start over every time they close the window to provide screenshots or videos. That's what we need now.

View comment · Posted Oct 09, 2023 · Carl

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