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Davide B.
Joined Jun 09, 2022
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Last activity Dec 05, 2024
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Latest activity by Davide B.
Davide B. created an article,
Question
When is the ticket for the conversation created in Zendesk?
Answer
Tickets are created only after the user replies to a proactive message sent via the API. If a bot is active on the WhatsApp channel, the first reply may not create a ticket.
In this case, the bot responds first. A ticket is created only when the conversation reaches the transfer to agent step.
For more information, see this article: How to send a notification.
Edited Oct 18, 2024 · Davide B.
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Davide B. created an article,
Question
When no IVR menu selection is made, what is causing the delay between the IVR initial greeting and the Default option of my Route?
Answer
This is an expected behavior. The IVR greeting plays 3 times when no selection is made. Then, the Keypress > Default option appears.
Zendesk allows 5 seconds for the caller to enter a key. The network provider adds an additional 5 seconds of timeout, before routing to the default group.
For more information, see these articles:
Edited Aug 21, 2024 · Davide B.
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Davide B. commented,
My recommendation would be to try automate this process by using a spreadsheet populated with the ID information required to run the API endpoint DELETE /api/v2/help_center/articles/{article_id}/labels/{id}.json. In saying this, you will need to start by calling the following API endpoints:
• List all articles and grab the articles ID: List Articles
• Once you have the articles IDs, run the following API endpoint to associate each article with its labels IDs List Article Labels
Once you have a file in place that can be run through you should be able to pass the information to DELETE /api/v2/help_center/articles/{article_id}/labels/{id}.json. and automate this process using an API client (i.e Postman). I'd recommend working with a developer in case you are not familiar with scripting as we can not assist with performing this action. Hope this helps!
View comment · Posted May 28, 2024 · Davide B.
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Davide B. commented,
I tested what you explained but I wasn't able to reproduce, by using the link generated for the image attachment from the first article, the link was just formatted as a hyperlink to the image in the second article.
I created a support ticket for you so that we can discuss your case closely.
View comment · Posted Apr 01, 2024 · Davide B.
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Davide B. commented,
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Following the article, you should then use the Deletions metric which translates to "Eliminazioni" and "ID ticket aggiornamento" for the row Update Ticket ID.
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Hope this helps!
View comment · Posted Jun 12, 2023 · Davide B.
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