Avatar

Jalle van Goor den Oosterlingh | RealConnections NL

  • Total activity 81
  • Last activity
  • Member since
  • Following 0 users
  • Followed by 3 users
  • Votes 14
  • Subscriptions 35

Activity overview

Latest activity by Jalle van Goor den Oosterlingh | RealConnections NL
  • Avatar

    Jalle van Goor den Oosterlingh | RealConnections NL commented,

    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...

  • Avatar

    Jalle van Goor den Oosterlingh | RealConnections NL commented,

    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...

  • Avatar

    Jalle van Goor den Oosterlingh | RealConnections NL commented,

    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

  • Avatar

    Jalle van Goor den Oosterlingh | RealConnections NL created a post,

    Answer Bot - Show transcript to Chat agents

    Hi guys, Upon starting with Answer Bot, we found that transcripts of the conversation the end-user has with the Answer Bot are not being shown to the Chat agents. Why is it a problem? It's a proble...

  • Avatar

    Jalle van Goor den Oosterlingh | RealConnections NL commented,

    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...

  • Avatar

    Jalle van Goor den Oosterlingh | RealConnections NL commented,

    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...

  • Avatar

    Jalle van Goor den Oosterlingh | RealConnections NL commented,

    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:  

  • Avatar

    Jalle van Goor den Oosterlingh | RealConnections NL commented,

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

  • Avatar

    Jalle van Goor den Oosterlingh | RealConnections NL commented,

    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...

  • Avatar

    Jalle van Goor den Oosterlingh | RealConnections NL commented,

    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...