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Cristian
Joined Jul 15, 2022
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Last activity Aug 12, 2024
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Latest activity by Cristian
Cristian commented,
En espérant que ça clarifie la question.
View comment · Posted Aug 12, 2024 · Cristian
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Cristian commented,
Messaging conversations are already tickets in Zendesk Support, by design. You can report on them by using the Support - Tickets dataset, just as you would do with any other ticket. Our documentation mentions that here.
I hope this helps.
View comment · Posted May 09, 2024 · Cristian
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Cristian commented,
Thank you for the question. In this case, you may be able to create macros that create side conversations, along with adding a tag to the parent ticket.
This way, you should be able to have one macro for each Slack channel, with a tag specific for it. Then, you can make the difference between the channels, as each macro opens a Slack side conversation for a specific channel.
I hope this helps.
View comment · Posted May 09, 2024 · Cristian
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Cristian commented,
Thanks for the question. Unfortunately, the one-touch metric is not currently available in the Chat datasets, I'm sorry for that. One-touch is available for the Support dataset only.
In this case, you may consider using the Engagement dataset (Chat) with the metric "Chat messages", showing the number of replies in a chat session, or "Chat agent messages" to only include agent replies.
I hope this helps.
View comment · Posted May 09, 2024 · Cristian
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Cristian commented,
However, it is possible to route tickets belonging to a specific organisation, towards a group of agents that can handle them. This would cover a larger number of your agents and you can have a ticket view showing all of these tickets assigned to the agent's group.
I hope this clarifies.
View comment · Posted Apr 01, 2024 · Cristian
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Cristian commented,
However, you can have a look at the following community post where this topic is discussed. I hope that clarifies.
View comment · Posted Apr 01, 2024 · Cristian
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Cristian commented,
I hope this helps!
View comment · Posted Mar 19, 2024 · Cristian
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Cristian commented,
Merci pour cette publication. Vue la nature de la question, j'ai créé un ticket support pour vous, afin que nos équipes puissent investiguer davantage sur la configuration.
Merci pour votre compréhension !
View comment · Posted Feb 14, 2024 · Cristian
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Cristian commented,
Merci pour la question. Alors, malheureusement il n'existe pas de façon native pour adopter l'identité d'un agent depuis l'interface. J'en suis navré.
Cependant, une publication sur la communauté semble proposer une alternative. Je vous invite à consulter et commenter sur cette publication.
J'espère que cela clarifie le sujet.
View comment · Posted Feb 13, 2024 · Cristian
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Cristian commented,
Navré d'entendre cela. Un ticket de support a été créé dans ce sens, une réponse ne devrait pas y tarder. Merci pour votre compréhension !
J'espère que cela clarifie un peu.
View comment · Posted Jan 25, 2024 · Cristian
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