Thomas de Silva

1. Community
2. Talk - Troubleshooting and Q&A
3. Is there any way to import Zendesk Talk Stats into Excel or Access

Hi Mohammad ShabbirTaibani Those particular metrics you will need to pull from the Talk API Online, Away and Wrap up time can be found in Agents Activity. You can read more about how to get the dat...

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• Thomas de Silva
• Created December 09, 2019 11:31
• 0 votes

1. Community
2. Support - Business Rules - Triggers, Macros, & Automations
3. Build an automation based on presence of a new comment

Hi Colleen Cassidy   You might have to combine it with a trigger setting tags, but you can use "Requester role" and "Ticket hours since requester update"     #helpsome regards,Thomas de SilvaZendes...

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• Thomas de Silva
• Created December 05, 2019 11:41
• 0 votes

1. Community
2. Support - Product Feedback & Discussion
3. Why @mentioning an agent add them as a follower AND as CC?

Yes, you should still be able to add the user as a "normal" cc.

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• Thomas de Silva
• Created November 27, 2019 08:02
• 0 votes

1. Community
2. Support - Business Rules - Triggers, Macros, & Automations
3. Trigger an email to agent if they submit a ticket with a blank custom field?

Hi Josiah Horne   You need the following conditions added: Current user is (agent). Also try to change the custom field value from "not present" to "-" (NULL)   If this dosn't work check the app Re...

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• Thomas de Silva
• Created November 26, 2019 09:26
• 1 vote

1. Community
2. Support - Troubleshooting and Q&A
3. Best Flowchart Experiences

Ron de Vries   Try to check out: https://cawemo.com/ It's free. I use it to design call and IVR flows for Talk #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Created November 26, 2019 09:08
• 1 vote

1. Community
2. Support - Product Feedback & Discussion
3. Why @mentioning an agent add them as a follower AND as CC?

Hi Adar. You can change the settings in the "Tickets" section under "Settings". Please see below. #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io  

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• Thomas de Silva
• Created November 26, 2019 09:03
• 0 votes

1. Community
2. Support - Troubleshooting and Q&A
3. Agents have been seeing an intermittent error for Talk

Colleen Cassidy   Please check Talk Error Messages #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Created November 26, 2019 09:00
• 0 votes

1. Community
2. Support - Business Rules - Triggers, Macros, & Automations
3. Move incoming tickets based on addressee

Rachael W You should be able to create a Trigger with the condition "Received at" and then use the action "Group" #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Created November 26, 2019 08:56
• 0 votes

1. Community
2. Support - Product Feedback & Discussion
3. Multiple Ticket Creation - Limitation ticket creation from requester

Brix Hi there.   To my knowledge, there is no way to solve this automatically.   You can try to do the following to and see if this can change the behaviour of you customers. Add this sentence to ...

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• Thomas de Silva
• Created November 04, 2019 07:25
• 0 votes

1. Community
2. Zendesk Talk EAP - Call Recording Permissions
3. Call recording opt-in (Coming Soon!)

Rohan Gupta Yay!!!

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• Thomas de Silva
• Created November 01, 2019 10:58
• 1 vote