Michael Rieder
Application and Knowledge Manager @ a versatile transport company | BLS is one of Switzerland’s largest transport companies. In our core rail business, we operate the Bern S-Bahn, which is the second-largest suburban railway network in Switzerland. We also operate the western lines of the Central Switzerland S-Bahn. BLS provides tourist transport services as well.
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Activity overview
Latest activity by Michael Rieder-
Michael Rieder commented,
Thank you Nicole S. - So it is still up to the customer to decide if he wants to implement his own backup scenario.
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Michael Rieder commented,
Jessie Schutz is the policy you mentioned still valid? https://support.zendesk.com/hc/en-us/community/posts/208271558/comments/212956707 The link in your post does not work anymore :-)
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Michael Rieder commented,
eCampus.com We have set up another trigger to solve such failed requests by selecting the following conditions.
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Michael Rieder commented,
Lauren Benkov good job :-) By the way, you can just paste placeholders into a comment in a ticket to see how it works in your environment.
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Michael Rieder commented,
Hi Lauren Benkov Correct. Automations can't send SMS, so we had to combine it with a trigger. However, I didn't understand your problem exactly. We simply use the placeholder {{satisfaction.rating....
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Michael Rieder commented,
We were not able to transfer an ongoing chat from one agent to another agent. Afterwards we found out that we have to activate the group for live chat under chat/agent#departments. From my point of...
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Michael Rieder commented,
Hi Brandon Tidd Good point. I've been thinking about that, too. You can define two rules in the automation for the CSAT by adding the channel as a condition. Then there is one automation per channe...
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Michael Rieder commented,
Hi Brandon Tidd There is a way by combining a new ticket field (send SMS for ex.), an automation and a trigger: Automation Trigger Unfortunately, the {{satisfaction.rating_url}} is very long. ...
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Michael Rieder created a post,
CSAT via SMS | How do we short the satisfaction url?
We did some testing to use the texting feature in Zendesk to send CSAT survey via SMS. Unfortunately, the {{satisfaction.rating_url}} is very long. This drives the cost per SMS. Therefore I would l...
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Michael Rieder commented,
Super Tipp {{ticket.created_at | date: "%d/%m/%Y"}} :-))