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vincent solitario

Joined Oct 06, 2022

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Last activity May 02, 2024

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ACTIVITY OVERVIEW

Latest activity by vincent solitario

vincent solitario commented,

CommentBusiness rules

Hi, 

I hope you can help me with this for trigger/automation

What I'm trying to achieve is to notify our customer after our office hour. 

Example: 
Our customer support for email is available only from 8am - 6pm.

Customer emailed us from 06:01 pm to 07:59 am.
In that time frame, we will send an automatic message to the customer that our email support is available only from 08:00am to 06:00pm.

Thank you.

View comment · Posted May 02, 2024 · vincent solitario

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vincent solitario commented,

CommentBusiness rules

Hello Zendesk team, 

I'm trying to create a trigger for Auto assign to agent who open the New ticket in our Facebook messenger and it's not working. 

This it the thing that we want to accomplish. 
-Facebook Messenger New Message/Ticket
-Agent who opens the ticket will automatically assign the ticket to his/her name. 

Thank you. 

View comment · Posted Apr 13, 2024 · vincent solitario

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vincent solitario commented,

CommentAdditional ticket channels

Hello, 

Is it possible to separate the accept button for different channels? like for the  facebook messenger, twitter, and live chat they their own Accept button. This is the problem that we are trying to solve, we do have different teams to cater each channel but the messages in messaging is mix. 

thank you.

View comment · Posted Jun 12, 2023 · vincent solitario

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vincent solitario commented,

CommentSetting up Zendesk Chat

Hi, 

How can we separate 2 chats channel in messaging?. What we want is a separate of Facebook Messenger and our website

Thank you

View comment · Posted Feb 15, 2023 · vincent solitario

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vincent solitario commented,

CommentTriggers and automations

Hello

Is this possible in trigger or automation?

What we wanted to happen is this. 

Agent last reply> after 5 minutes (customer no feedback/reply)  sent a message for follow > after 10 minutes (customer no feedback/reply) > sent a message to close the ticket then the ticket is automatic solved

 

View comment · Posted Dec 02, 2022 · vincent solitario

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vincent solitario commented,

CommentBusiness rules

Hello

Is this possible in trigger or automation?

What we wanted to happen is this. 

Agent last reply> after 5 minutes (customer no feedback/reply)  sent a message for follow > after 10 minutes (customer no feedback/reply) > sent a message to close the ticket then the ticket is automatic solved


automation or trigger after agent replies

View comment · Posted Dec 02, 2022 · vincent solitario

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vincent solitario commented,

CommentBusiness rules

Hello

Is this possible in trigger or automation?

What we wanted to happen is this. 

Agent last reply> after 5 minutes (customer no feedback/reply)  sent a message for follow > after 10 minutes (customer no feedback/reply) > sent a message to close the ticket then the ticket is automatic solved


View comment · Posted Dec 02, 2022 · vincent solitario

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vincent solitario commented,

CommentExplore recipes


Hi can you help me w/ this one. I wanted to count the solved tickets in real time view and count the other agents internal comment w/ the same ticket. 
Thank you

View comment · Posted Nov 28, 2022 · vincent solitario

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vincent solitario commented,

CommentWriting formulas

Hello, Zendesk team

We do have to 2 ticket brands in zendesk and I wanted to merge the total tickets created between the two. 

I tried filtering two attributes but the result is not what i'm looking for.  
In brand 1, we are using received thru attributes
In branch 2, they are using Channel attributes
As I add this attributes in filter or in Columns, Rows and even creating metric tickets to those 2 attributes, only the tickets created in Channel will show. 
I tried creating formula but the formula  is not working.

Is their a way to merge this or can you give the formula in this. 

And may i know how to count the ticket Updated by other agent. 
Ex. 
Agent 1 created the ticket and agent 2 commented on the same ticket. 
How ca we count or what kind of ticket fields we should use on the ticket commented by agent2?  



View comment · Edited Nov 05, 2022 · vincent solitario

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vincent solitario commented,

CommentTicket basics

How can we make comments to automatic public reply instead of internal note in facebook messenger. 

We are using facebook/facebook messenger and everytime the ticket created the comments is INTERNAL NOTE  and the second option is Public reply and what we want is to make it into a PUBLIC REPLY then the second option is Internal note. 



View comment · Edited Oct 06, 2022 · vincent solitario

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