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Federico

Joined Jan 06, 2023

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Last activity Feb 13, 2024

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ACTIVITY OVERVIEW

Latest activity by Federico

Federico created a post,

Post Discussion - Success with Zendesk

Hi all!

Posting this for sourcing tips and ideas from the community – either technical or "tactical".

Mine it's a very small team and we decided to implement ZD in order to facilitate customer service, of course.

Turns out that customers usually simply ignore the help centre, ignore the articles the bot suggests and simply skip to "chat with a human".

Furthermore, some requesters end up putting their phone number in place of the "name" field in the widget, asking to get phone support.

I must specify that, being a small team, we cannot offer a wide phone support (especially because the usual questions are to retrive info that are clear on the website – e.g. how much is it?). Secretly we do offer phone sessions, but only to high potential value customers that are further down the funnel and have more complicated questions.

I wonder whether any of you has gotten through the same issues and if you would have any good advice or tip to work around all of this.

Might there also be a way to block name strings that contain numerical figures? That would be a wonderful fix to begin.

Thank you in advance!

Posted Feb 13, 2024 · Federico

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Federico commented,

Community comment Q&A - Help center and community

No clue on how to solve this, but I'm interested as well. Randy Smith did you find any solution yet?

View comment · Posted Jun 20, 2023 · Federico

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Federico created a post,

Post Feedback - Ticketing system (Support)

I'd like to replicate Zendesk's customer experience when asking for help through the web widget: as soon as the chat is transferred to an agent, I'd like to send a "Help is on the way" email to the requester.

After reaching out to a Zendesk agent, he told me that as of now this feature is not available for tenants.

Posted Jan 24, 2023 · Federico

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Federico commented,

CommentEnd users and organizations

Thanks, Dane!

View comment · Posted Jan 18, 2023 · Federico

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Federico commented,

Community comment Discussion - Tips and best practices from the community

Hi! How would you apply this in the Copenhagen Theme? I added the

        href="https://fonts.googleapis.com/css?family=Montserrat">

in the document_head.hbs file and changed the fonts in style.css, but to no avail.

Thanks!

 

***EDIT***

I found that i didn't change the $text_font and $heading_font tags. Now it works like a charm

View comment · Edited Jan 12, 2023 · Federico

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Federico commented,

CommentEnd users and organizations

Hi! I'd like to implement something like this: since the service I'm selling is age and location specific, I want to ask the prospect customers to input also their DoB and ZIP code when submitting a request. I managed to add the custom fields to the tickets. Is there a way to update the customer values automatically once the ticket is opened? Alternatively, can I just feed the user info to the user without going through the ticket fields? Thank you in advance

View comment · Posted Jan 10, 2023 · Federico

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