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Andres

Joined Jan 18, 2023

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Last activity Nov 14, 2023

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ACTIVITY OVERVIEW

Latest activity by Andres

Andres commented,

CommentMeasuring success

How do I see the comments users left? In the Zendesk Support Dashboard in Explore I can see that some of the respondents left a comment, how do I see what they said?

View comment · Posted Nov 14, 2023 · Andres

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Andres commented,

CommentEnd users and organizations

Thank you Noly Maron Unson - that's exactly what I was looking!

View comment · Posted Nov 03, 2023 · Andres

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Andres commented,

CommentTicket customization

Thanks Brandon,

Unfortunatly I'm not a developer and don't have clue as to how to implement what Ahmed Zaid suggested. Are there any articles that can help me get started with how to update customer fields from customer inputs?

Thanks

View comment · Posted Nov 02, 2023 · Andres

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Andres commented,

CommentSMS and Text message help

As a follow up, I've sometimes, very rarely, seen SMS as an option in the support view, how / why did this happen? (and how can I make it always happen)

View comment · Posted Nov 02, 2023 · Andres

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Andres commented,

CommentTicket customization

"You can add numerous types of custom fields to tickets and they can be visible to agents only or to both agents and end users. You can include custom fields to your support request form by adding them as editable and visible."

It seems like we can only use custom TICKET fields, but not USER fields. How does customer to provide information about themselves, rather than the specific ticket (Address, phone, birthday, model purchase, etc.) - thigs that will always be true to for the customer and we can reference no matter how many tickets they put in.

View comment · Posted Nov 02, 2023 · Andres

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Andres commented,

CommentEnd users and organizations

What user fields are not custom, I'm assuming name, email and phone come out of the box, but is there a way to see what the default user fields are? I can only find my custom user fields. 

View comment · Posted Nov 01, 2023 · Andres

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Andres commented,

CommentSMS and Text message help

I can't believe we have to do all this to reply via text, it seems so intuitive to reply to the number. I've had several tickets were agents just replied to the phone number (without checking the text box) and come to find out the customer newer got the text (without a way for us to really know ie no error massage). This is really a bad solution to what seems to be basic / needed functionality.

Is there a way to just make all customers get the "send text" check automatically, any reason we can't/shouldn't  do that?

Anyway I set it up and it seems to be working, but when the user gets the text before the message is a long line of "---------" - what's that about / can I came it go away?

Here's an image of what it looks like for the user.

 

Appreciate any help making this better for agents and customers, thanks.

View comment · Posted Nov 01, 2023 · Andres

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Andres commented,

CommentUsing legacy AI agent functionality

So I made a bot, and I turned on the web widget, but I can't figure out how to make the bot appear in the web widget. The "help" button appears in the lower right, but it's not the bot I created, it just ask for email and "how can we help you" with an attachment option, but it's not the bot I created.

What am I missing? I want the help chat that appears in the lower right to be the bot I created. 

View comment · Posted Oct 19, 2023 · Andres

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Andres commented,

CommentHelp with bots and automation

So I can't capture a phone number or any other filed that is a number? That is super-unhelpful. A few of the most important questions I have for users are numbers, in addition to phone number I need to know some other fields that ore numbers. Are you adding that simple capability?

View comment · Posted Oct 19, 2023 · Andres

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Andres commented,

CommentGetting started with Guide

The link to the pinterest gallery is broken

View comment · Posted Oct 16, 2023 · Andres

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