Recent searches


No recent searches

Sil's Avatar

Sil

Joined Jan 03, 2023

·

Last activity May 26, 2023

Following

0

Followers

0

Total activity

7

Vote

1

Subscription

1

ACTIVITY OVERVIEW

Latest activity by Sil

Sil commented,

CommentTicket customization

Request #11547331 "hello. question explained in the..." was closed and merged into this request. Last comment in request #11547331:

(12:12:45 PM) Z Bot: Hi, I'm Z Bot, your digital assistant. What would you like to do?

ASK A QUESTION, MANAGE SUBSCRIPTION, REPORT AN ISSUE, LEARN HOW TO USE ZENDESK
(12:12:56 PM) Web User alexey.finkin@brightpattern.com__zendesk…: Ask a question
(12:12:57 PM) Z Bot: OK. In a few words, describe what you need help with.
(12:14:02 PM) Web User alexey.finkin@brightpattern.com__zendesk…: Hello. I have checked the article about pre-filled ticket forms
Is this possible with Zendesk: to make pre-filled fields with information gray text to set an example for the Customer, what information do we expect from him? Moreover, if the Customer did not enter anything (for non required fields) , the field would be empty. And if he clicks this field, then he does not need to delete this text, but instead, it is enough just to start entering his description.

Example: https://www.tp-link.com/en/support/contact-technical-support/#E-mail-Support

(12:14:06 PM) Z Bot: These resources might help:
(12:14:06 PM) Z Bot: Can I make a custom checkbox field required in Zendesk Sell? https://support.zendesk.com/hc/en-us/articles/4413000131226-Can-I-make-a-custom-checkbox-field-required-in-Zendesk-Sell-?auth_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDU1NzY1NywidXNlcl9pZCI6bnVsbCwidGlja2V0X2lkIjpudWxsLCJkZWZsZWN0aW9uX2lkIjo1NzQyMTE4NjExNzM4LCJhcnRpY2xlcyI6WzQ0MTMwMDAxMzEyMjYsNDQwODg4MTcyOTQzNCw0NDA5NzI5NzM3MTE0XSwidG9rZW4iOm51bGwsImV4cCI6MTY4NzYyNjg0NX0.Fm9lDkhxQdw5w7ou5gN53iDxprNzs_e8hAQ5l3Ewe2s&utm_source=Answerbot
How can I add additional ticket type options? https://support.zendesk.com/hc/en-us/articles/4408881729434-How-can-I-add-additional-ticket-type-options-?auth_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDU1NzY1NywidXNlcl9pZCI6bnVsbCwidGlja2V0X2lkIjpudWxsLCJkZWZsZWN0aW9uX2lkIjo1NzQyMTE4NjExNzM4LCJhcnRpY2xlcyI6WzQ0MTMwMDAxMzEyMjYsNDQwODg4MTcyOTQzNCw0NDA5NzI5NzM3MTE0XSwidG9rZW4iOm51bGwsImV4cCI6MTY4NzYyNjg0NX0.Fm9lDkhxQdw5w7ou5gN53iDxprNzs_e8hAQ5l3Ewe2s&utm_source=Answerbot
Can I report on the ticket description field? https://support.zendesk.com/hc/en-us/articles/4409729737114-Can-I-report-on-the-ticket-description-field-?auth_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDU1NzY1NywidXNlcl9pZCI6bnVsbCwidGlja2V0X2lkIjpudWxsLCJkZWZsZWN0aW9uX2lkIjo1NzQyMTE4NjExNzM4LCJhcnRpY2xlcyI6WzQ0MTMwMDAxMzEyMjYsNDQwODg4MTcyOTQzNCw0NDA5NzI5NzM3MTE0XSwidG9rZW4iOm51bGwsImV4cCI6MTY4NzYyNjg0NX0.Fm9lDkhxQdw5w7ou5gN53iDxprNzs_e8hAQ5l3Ewe2s&utm_source=Answerbot
(12:14:07 PM) Z Bot: Did you find what you needed?

YES, NO, I STILL NEED HELP
(12:14:18 PM) Web User alexey.finkin@brightpattern.com__zendesk…: Yes
(12:14:19 PM) Z Bot: Let me know if I can help with anything else.
(12:14:19 PM) Z Bot: We would like to hear more about your experience today.
(12:14:20 PM) Z Bot: Share feedback https://surveys.zendesk.com/jfe/form/SV_dciF4NzXSRbUIho?user_email=alexey.finkin@brightpattern.com&account_id=128674,1398136,2185156,2243112,2260141,900161,9100681,9907401,995118&segment=org__market_segment__smb&conversation_id=2dfc21717238fa5ab307839c
(12:14:33 PM) Web User alexey.finkin@brightpattern.com__zendesk…: Is this possible with Zendesk: to make pre-filled fields with information gray text to set an example for the Customer, what information do we expect from him? Moreover, if the Customer did not enter anything (for non required fields) , the field would be empty. And if he clicks this field, then he does not need to delete this text, but instead, it is enough just to start entering his description.

Example: https://www.tp-link.com/en/support/contact-technical-support/#E-mail-Support

(12:14:36 PM) Z Bot: These resources might help:
(12:14:37 PM) Z Bot: Why do I receive tickets with "No content" in the subject or description? https://support.zendesk.com/hc/en-us/articles/4408843103642-Why-do-I-receive-tickets-with-No-content-in-the-subject-or-description-?auth_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDU1NzY1NywidXNlcl9pZCI6bnVsbCwidGlja2V0X2lkIjpudWxsLCJkZWZsZWN0aW9uX2lkIjo1NzQyMTA0Nzg4NTA2LCJhcnRpY2xlcyI6WzQ0MDg4NDMxMDM2NDIsNDQxMDYxMTM5MjE1NCw0NDEzMDAwMTMxMjI2XSwidG9rZW4iOm51bGwsImV4cCI6MTY4NzYyNjg3Nn0.YoRLsLZx2olCzSW9z7ZeLNj9QaAJYtOEawrj5sY8jHY&utm_source=Answerbot
Why does my customer's name appear incomplete in Support? https://support.zendesk.com/hc/en-us/articles/4410611392154-Why-does-my-customer-s-name-appear-incomplete-in-Support-?auth_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDU1NzY1NywidXNlcl9pZCI6bnVsbCwidGlja2V0X2lkIjpudWxsLCJkZWZsZWN0aW9uX2lkIjo1NzQyMTA0Nzg4NTA2LCJhcnRpY2xlcyI6WzQ0MDg4NDMxMDM2NDIsNDQxMDYxMTM5MjE1NCw0NDEzMDAwMTMxMjI2XSwidG9rZW4iOm51bGwsImV4cCI6MTY4NzYyNjg3Nn0.YoRLsLZx2olCzSW9z7ZeLNj9QaAJYtOEawrj5sY8jHY&utm_source=Answerbot
Can I make a custom checkbox field required in Zendesk Sell? https://support.zendesk.com/hc/en-us/articles/4413000131226-Can-I-make-a-custom-checkbox-field-required-in-Zendesk-Sell-?auth_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDU1NzY1NywidXNlcl9pZCI6bnVsbCwidGlja2V0X2lkIjpudWxsLCJkZWZsZWN0aW9uX2lkIjo1NzQyMTA0Nzg4NTA2LCJhcnRpY2xlcyI6WzQ0MDg4NDMxMDM2NDIsNDQxMDYxMTM5MjE1NCw0NDEzMDAwMTMxMjI2XSwidG9rZW4iOm51bGwsImV4cCI6MTY4NzYyNjg3Nn0.YoRLsLZx2olCzSW9z7ZeLNj9QaAJYtOEawrj5sY8jHY&utm_source=Answerbot
(12:14:37 PM) Z Bot: Did you find what you needed?

YES, NO, I STILL NEED HELP
(12:14:42 PM) Web User alexey.finkin@brightpattern.com__zendesk…: No, I still need help
(12:14:43 PM) Z Bot: Do you want to connect with our sales team, product support team, or another team? You can also ask another question.

CONNECT TO SALES, CONNECT TO PRODUCT SUPPORT, CONNECT TO ANOTHER TEAM, ASK ANOTHER QUESTION
(12:14:49 PM) Web User alexey.finkin@brightpattern.com__zendesk…: Connect to product support
(12:14:53 PM) Z Bot: Help me route you to the best agent by answering these questions:
(12:14:53 PM) Z Bot:
(12:25:11 PM) Web User alexey.finkin@brightpattern.com__zendesk…: How is this impacting your business?: I have a question
Which product do you need help with?: Ticketing system (Support)
Share additional details: hello. question explained in the comment: https://support.zendesk.com/hc/en-us/articles/4408839114522/comments/5742116358682
(12:25:16 PM) Z Bot: OK. I've sent this conversation to our team.
(12:25:16 PM) Z Bot: Most customers hear back in 1 to 2 business days. Feel free to check back later or watch for an update sent to alexey.finkin@brightpattern.com.
(12:25:17 PM) Z Bot: Remember, the more details you provide now, the more helpful our team can be with their first reply. So before you go, make sure to send along any extra information that might help our team get to work.
(12:25:17 PM) Z Bot: Enjoy the rest of your day.

View comment · Posted May 26, 2023 · Sil

0

Followers

0

Votes

0

Comments


Sil commented,

CommentHow to fix issues in Zendesk messaging
Hi Shelley,

As you might already know, if a client replies to a closed ticket, that will create a follow-up ticket in Zendesk.

You can explore possibilities to go from Solve to Close via tags and triggers or automations. If you want to create a ticket to see what's possible, I or someone else from the Support Team are happy to help tailor a solution for you!
If that's something you're interested in exploring, I recommend the following article:
https://support.zendesk.com/hc/en-us/articles/4408827596570-How-can-I-manually-close-a-ticket-Video-
 
The limitations for a full ticket are high enough to enable a full conversation to take place. As a general best practice, we encourage both our customers and their customers to create a new ticket for a separate issue they have.

View comment · Posted Mar 06, 2023 · Sil

0

Followers

0

Votes

0

Comments


Sil commented,

CommentUsing AI agents for email and web form
Hi Vishaal,

Let me address the 3 points you talked about:
  1. The problem with SLAs applied to Answer bot is that the First Reply Time metric might not be able to be tracked because either the first customer comment will be much earlier than expected because of the conversation happening with the bot or might not be counted as the ticket is posting a transcript of the conversation with the bot. I invite you to create a ticket with Support so we can work on something that fits your needs.
  2. Yes, you do.
  3. Yes, depending on the context of your support agents, if you have 24h support or if you want to not have the "we're offline" language but want the same feature.
 
Again, feel free to create a ticket if you want something more specific to your instance.

View comment · Posted Feb 10, 2023 · Sil

0

Followers

1

Vote

0

Comments


Sil commented,

CommentThird party and social messaging channels
Hi Lindanne,
For this kind of issue, it would be best to create a ticket with us so we can troubleshoot based on your account's setup specifically.

Hi Leo,
This is not a functionality we support yet. We look at the feedback and new functionality ideas via the community posts. So you can ask us to implement this by posting here: https://support.zendesk.com/hc/en-us/community/topics/1260801325369-Feedback-Ticketing-System-Support-

Hi Raùl,
Tickets auto-close after some time (depending on whether you customized it or not). Yes, these tickets can be closed without a response. The customers who interact with you via Twitter don't have visibility on a ticket, so they won't know the conversation was closed. If they reply to the same DM thread or tweet, it will create a new ticket in your instance.

Hope this helped!

View comment · Posted Jan 05, 2023 · Sil

0

Followers

1

Vote

0

Comments


Sil commented,

Community comment Q&A - AI and automation
Hi Justin,

I can see you are currently working through this issue with my colleague via ticket, so please use that channel to discuss it.

Hi James,

I've reached out to you via ticket, you should be seeing it in your emails. This needs more troubleshooting and while it is affecting both of you, it could be caused by different issues so it's best to look at each case individually.

Thank you both for your patience here!

View comment · Posted Jan 03, 2023 · Sil

0

Followers

1

Vote

0

Comments