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Cristian

Joined Jul 15, 2022

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Last activity Aug 12, 2024

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ACTIVITY OVERVIEW

Latest activity by Cristian

Cristian commented,

CommentAutomatisation des tickets et collaboration
Bonjour Constanza et merci pour la question ! Alors, oui, l'IA apprend à partir de ce comportement sur les macros, en effet. Je vous invite à consulter cette ressource aussi. 
 
En espérant que ça clarifie la question. 

View comment · Posted Aug 12, 2024 · Cristian

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Cristian commented,

CommentBuilding reports
Hi Afton!
 
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,

CommentTicket automation and collaboration
Hi Melissa,
 
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,

Community comment Feedback - Reporting and analytics (Explore)
Hi Mayra,
 
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,

CommentGeneral questions and issues about tickets
Hi Daniel! Thanks for the question. Unfortunately, triggers and automations do not have this kind of variability, so for each agent, one specific trigger will be needed (or automation depending on your use-case). I'm sorry for that.
 
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,

CommentUsers, groups, and organizations
Hi Stefania! If the CC email address is external (no admin or agent address), unfortunately there is no native way to configure that, my apologies. 
 
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,

CommentUsing legacy AI agent functionality
Hi Khaled! In this case, generally speaking, you need a trigger that will immediately route the ticket to the required group (Ticket - is - created). A tag can be added in the "Transfer to agent" step, and use that tag in the trigger.
 
I hope this helps!

View comment · Posted Mar 19, 2024 · Cristian

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Cristian commented,

Community comment Français Communauté
Bonjour Cédric,
 
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,

CommentMembres de l’équipe et groupes
Bonjour Arnaud,
 
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,

CommentRègles de gestion
Bonjour Elena,
 
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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