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Anais
Joined Nov 15, 2022
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Last activity Oct 26, 2023
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Latest activity by Anais
Anais commented,
How can I report on our agents' activity on Messaging (on Support too, but let's tackle one problem at a time)? For example, how many tickets each agent is dealing with per day, how many tickets they resolved and how many tickets they reassigned to another team, etc.
I'm really struggling with the fact that the Assignee attribute is showing only tickets assigned to that person NOW. We want to report on the activity of our "front-line" agents (= members of the team who are the first people answering the incoming messaging tickets), so they reassign to the appropriate team a fair number of tickets.
Am I missing something? I've been looking in all datasets and can't find anything.
It is so important for us, and I'm guessing for many other businesses.
View comment · Posted Oct 26, 2023 · Anais
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Anais commented,
I am an admin, but I can't access that feature in the admin panel. Am I missing something?
View comment · Posted Jun 29, 2023 · Anais
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Anais commented,
I understand that we need to add a targeted agent/group/organization for the app to work.
I want to apply the hidden groups to anyone. The easiest way I believe is to use our organization ID as target, but where can I find it?
View comment · Posted Apr 27, 2023 · Anais
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Anais commented,
We have some Zendesk groups that are only for people to access Explore reports. How can I remove the option to assign tickets to this group? (some people in this group are also agents and part of other groups)
View comment · Posted Apr 24, 2023 · Anais
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Anais commented,
Totally agree with this post and all previous comments. I just wanted to add that I thought I would use a trigger or automation to update that field automatically based on some location tags we are using but nope, editing the time zone isn't part of the available actions :(
So the only thing we can do, as far as I can see, is to edit manually the time zone in the customer profile. And since there isn't any feature to bulk edit user profiles, it will have to be done one by one...
View comment · Posted Apr 04, 2023 · Anais
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Anais commented,
This article is inaccurate: The time zone currently displayed by default in the customer context is NOT the customer time zone. It is the primary time zone of the Zendesk account (nothing to do with the customer/requester).
Any plans to change that soon?
View comment · Posted Apr 04, 2023 · Anais
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Anais commented,
"Country" is very broad for places like Australia or the US... Any way we could get a bit more granularity, please?
View comment · Posted Apr 04, 2023 · Anais
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Anais created a post,
We are told that the encoded_id is hidden in emails to customers but I find it waaay to visible in my opinion. In some cases, like in the Outlook mobile app, we barely see the content of the email and just see a giant code (the encoded_id)! This code is not appealing and having it visible before even opening the email makes our email look like spam/scam.
See screenshots attached for examples.
Posted Mar 21, 2023 · Anais
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Anais created a post,
At the moment, if a customer responds to our outbound text, their reply text will create a new ticket. The new ticket is not assigned to the person who sent the outbound text, which makes it difficult for the agent to have a seamless conversation via SMS with our customers. If another agent had another conversation via SMS with the customer recently, it makes it even more confusing.
This process needs to be improved. Could we at least personalise the internal note added to the new ticket so we can add in something else than just the comment and the subject line (and then use that info to route the ticket to the agent)?
We've been using the subject line so far to route the ticket automatically to the agent who sent the outbound SMS, but agents sometimes forget to add their name in the subject line and it can make it awkward for multichannel tickets where the customer can see the subject line in emails.
Posted Mar 15, 2023 · Anais
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Anais commented,
Jay Krishnan The trigger is in UTC and completely ignores the timezone you have set up. You have to convert yourself your timezone into UTC time when you set up the condition of the trigger.
View comment · Posted Mar 15, 2023 · Anais
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