Andrew
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Total activity136
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Last activity
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Member since
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Activity overview
Latest activity by Andrew-
Andrew commented,
We tried the alternative and did see a pretty substantial drop in response rate, so we've switched back and just accept it for now, but do hope to see a fix for a known issue.
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Andrew commented,
The method using {{satisfaction.rating_url}} would be a little better if the rating still saved automatically once It was selected by the customer. Now, they have to select a rating AND remember t...
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Andrew commented,
I tried setting this up with social channels, but I think it's really only useful if you can create a separate flow that applies to social. I also don't understand if it can be used without answer...
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Andrew commented,
From the customer side, it looks like there is only ever a single conversation? If they have multiple issues, it can't be broken into separate conversations? It's not clear how this maps to Zendes...
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Andrew commented,
Does it ensure that channels stay available? E.g. I have 3 agents on phone and chat, chat limit of 2 each, and 3 chats come in. Does each person get 1, or does an agent get 2 to ensure the phone i...
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Andrew commented,
We are still experiencing the same issue - no improvement. The buffer Tung Nguyen mentioned doesn't seem to happen in practice because the visitor gets a "agent left" message, and in that time the...
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Andrew commented,
@mayra it would still be great to see a rich placeholder option that allows for the whole thread. I have set it up myself using liquid, but it doesn't look exactly the same as a normal email thread.
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Andrew commented,
As an update, this is easier with some of the recent Zendesk changes because if you enable "Include attachments in emails" and the new CC experience, you can skip the setup steps above for CC and a...
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Andrew created a post,
Add HTML content
I have ONE report outside of Zendesk (Google Sheet) that I want to embed on an Explore tab, but I can only add text or images. I would like to embed HTML content too.
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Andrew created a post,
Buffer if chat disconnected & new wording
Our agents get disconnected sometimes, for a variety of reasons and always accidental, but it seems to immediately tell the customer that "agent has left the chat" This actually seems like the wor...