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Gina

Joined Jul 23, 2023

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Last activity Jul 15, 2024

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ACTIVITY OVERVIEW

Latest activity by Gina

Gina commented,

CommentHow to manage social messaging channels

Heya - article is out of date. I cant follow these resolution steps as Meta is completely different. How can I resolve the issue of no new facebook pages available for identity. Thanks, Gina

View comment · Posted Jul 15, 2024 · Gina

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Gina commented,

CommentHow to manage social messaging channels

Hi there, when we are trying to reply to an instagram message as a ticket the day after it was sent (as message was received out of hours), we cannot respond unless we first take the ticket, write an internal note (i.e. 'taking ticket') submit as open, go back into the ticket and then reply to the message. Is there any way around this? 

Also, when replying to an instagram message as a ticket, instead of the message being submitted once the agent changes the status to pending and clicks submit, it sends if the agent presses the enter key. This can be frustrating as often the agent will type 'Hi xxxx,' then hit enter to go down to the next line but it sends the message 'Hi xxxx' and then they have to send a second message.

Is there any way to make the reply send by hitting enter during business hours as a chat and if it is a ticket being responded to the next day then the message is only submitted when the status is changed and the ticket is saved?

 

View comment · Posted Mar 21, 2024 · Gina

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Gina commented,

CommentMore integrations

Hi All, I am also receiving the authentication error when loading the JSON file as per below screenshot. Can anyone please advise what the issue is? 

View comment · Posted Jan 31, 2024 · Gina

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Gina commented,

CommentApps and the Zendesk Marketplace

HI there, that's what I was trying but when I get to Shopify, the option I have is to connect and thats what takes me to the Shopify web page telling me to buy Zendesk?

View comment · Posted Aug 20, 2023 · Gina

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Gina commented,

CommentApps and the Zendesk Marketplace

Hi there, I am trying to install the free version of Shopify for Zendesk which claims it is free not just free to install. However when I go to install it, it redirects me to a page asking me to buy a Zendesk subscription even though we are on Enterprise. Do you know why this would be?

 

View comment · Posted Aug 16, 2023 · Gina

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Gina commented,

CommentHow to manage social messaging channels

Hi there, we have a facebook post from 5 days ago and that hasnt pulled through to Zendesk as a ticket despite the permission in Zendesk being set to do so. Do you know why this is?

 

Is it because I need to select 'Comments on a post create new tickets'?

 

View comment · Posted Aug 15, 2023 · Gina

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Gina commented,

CommentTeam members and groups

Hi Chad, definitely keen to have a chat. The biggest issue we face is the store not being able to see their solved ticket as the ticket reassigns to the Head Office Customer Service agent when they solve the ticket. If we could find a solution to that, it would be a huge win!

View comment · Posted Jul 26, 2023 · Gina

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Gina commented,

CommentTeam members and groups

Hi there, we have a bit of a unique set up with Zendesk. We are a quick service restaurant chain. We have set up each store as a light agent. All customer complaints are fielded by the CS Team at head office and where the complaint is store specific, the CS agent will triage it to the store. The store contacts the customer and resolved the issue then writes an internal note to CS Team noting how they resolved it and to please solve the ticket. 

This system is working well, however, I need the stores to see their solved tickets (for audit purposes) but because it is not them that is solving the ticket and because they are only a light agent, they cant see the tickets. 

Ive tried changing the light agent role to 'within their groups and all public groups' which means they can see the 'Solved' view however it also shows them all other views for our other businesses. Is there any way I can set it up so the stores can remain light agents but see their historical solved tickets?

View comment · Posted Jul 23, 2023 · Gina

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