Jalle van Goor den Oosterlingh | RealConnections NL

1. Community
2. Support Q&A
3. Views - should differentiate public response dates vs internal note dates

If that does not work for you, let me know! There is a way to create a process with the combination of triggers and automations, but that slightly depends on other workflow processes inside of Zend...

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• Jalle van Goor den Oosterlingh | RealConnections NL
• Created July 05, 2020 11:23
• 0 votes

1. Community
2. Feedback on Guide
3. Answer Bot - Show transcript to Chat agents

Edit: Same goes for tickets put through to the web form via the "leave a message" functionality. End-users have the tendency to feel like Agents know what the conversation between them and the Answ...

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• Jalle van Goor den Oosterlingh | RealConnections NL
• Created December 02, 2019 16:19
• 0 votes

1. Guide
2. ...
3. End-user guide for Help Center
4. Editing your Help Center profile

Hi there,  Is it possible to add custom user fields to this page, and allow end-users to change these fields? An example of this could be address info or invoicing information. KR,Jalle

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• Jalle van Goor den Oosterlingh | RealConnections NL
• Edited December 02, 2019 14:07
• 0 votes

1. Community
2. Explore Q&A
3. Explore Reports

Hi Russel, To the best of my knowledge you'd have to create two custom metrics in the Support: tickets [default] dataset. In query builder, click the calculations icon on the right sidebar, it's t...

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• Jalle van Goor den Oosterlingh | RealConnections NL
• Created October 08, 2019 10:49
• 0 votes

1. Community
2. Explore Q&A
3. Newly Created Query Not Updating When Changing Date Filter

Hi there Darren, I may have a small idea, could you check whether the time filter actually filters certain metrics/attributes? When you click edit filter when working in a dashboard... ... can you...

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• Jalle van Goor den Oosterlingh | RealConnections NL
• Created October 07, 2019 09:23
• 0 votes

1. Community
2. Support Q&A
3. date field does not appear on user submission form, I did refresh and restart

Hi StB,  Is the field enabled for end-users? You can check whether it is by following the steps in this article. The permissions should look like this:  

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• Jalle van Goor den Oosterlingh | RealConnections NL
• Created October 07, 2019 08:38
• 0 votes

1. Community
2. Support Q&A
3. Display copied email addresses in ticket for others in the same ticket

Hi Jon, It sounds like you've not got followers & CC's enabled in your Zendesk account. Enabling this Zendesk functionality should help you!

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• Jalle van Goor den Oosterlingh | RealConnections NL
• Created October 07, 2019 08:33
• 0 votes

1. Community
2. Insights Q&A
3. Agent who missed the call

Hi Carl, The way to identify the agents who missed a call in Insights is by combining the # missed calls metric with the Call agent attribute.   Of course, you'd probably want to split it with da...

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• Jalle van Goor den Oosterlingh | RealConnections NL
• Created October 07, 2019 07:39
• 1 vote

1. Community
2. Support Q&A
3. Original CCs

Hi Bevis, It could be that under Admin -> Settings -> Tickets the option for end-users to add CC's is disabled. When you are using the new followers & CC functionality this option should be enabled...

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• Jalle van Goor den Oosterlingh | RealConnections NL
• Created October 07, 2019 07:28
• 0 votes