Jalle van Goor den Oosterlingh | RealConnections NL

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

1. Community
2. Feedback on Support
3. Auto Processing Rules for Suspended Tickets

Hi there, The original thread, posted close to two years ago, mentioned that there are some apps in the marketplace which address this issue. Even though the specific apps were not mentioned, I wou...

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• Jalle van Goor den Oosterlingh | RealConnections NL
• Created October 07, 2019 07:19
• 0 votes