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Jorge Ryan

Joined Feb 07, 2024

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Last activity Sep 11, 2024

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ACTIVITY OVERVIEW

Latest activity by Jorge Ryan

Jorge Ryan commented,

Community comment Feedback - Ticketing system (Support)

Any update on this feature, please. 

View comment · Posted Sep 11, 2024 · Jorge Ryan

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Jorge Ryan created a post,

Post Developer - Zendesk SDKs

Tickets are merged when a returning authenticated user opens a new messaging ticket. 
For reference: Authenticating end users in messaging for the Web Widget and mobile SDK

It poses several challenges for our agents. 

1. Agents need to go back and forth between each ticket to check on the details previously provided by the user.

2. If the user initially reached out with an incorrect email address (mistyped) and then in the middle of the conversation decided to log in or was logged in, we do not have the user's ticket history on the right-side panel of the screen when it is merged. We need to search for it manually which causes additional work on our end and time wasted as well. 

3. If the user initially reached out with an incorrect email address (mistyped) or was not authorized - and then in the middle of the conversation decided to log in or was logged in, the conversation closes or we are no longer able to receive message updates from the user when it is merged. We need to search for it manually which causes additional work on our end and time wasted as well. 

4. When a ticket is merged with a closed or solved ticket, the ticket does not reopen for the team members to proactively see it. 

>>> I hope this can be turned off as it is easier to manually merge the tickets. If not, then can we have the same information we have when merging regular tickets? When manually merging tickets, we have the option to place the content of the old one as an internal note, can't the system do the same as well - auto notate where the ticket was merged to for transparency? 

Edited Aug 16, 2024 · Jorge Ryan

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Jorge Ryan commented,

CommentSetting up workforce management (WFM add-on)

Seems this has been fixed already. I am now able to delete the General Tasks. Not sure why but the option was not present until 2 days ago. All good now, Eugene Cheok. Thanks!

View comment · Posted Feb 15, 2024 · Jorge Ryan

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Jorge Ryan commented,

CommentSetting up workforce management (WFM add-on)

Eugene Cheok Unfortunately I don't see that option from the General Task. The only option at the end is to add a Sub Task. 

View comment · Posted Feb 10, 2024 · Jorge Ryan

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Jorge Ryan commented,

CommentSetting up workforce management (WFM add-on)

Where do you open the Ticket/Task? I don't think there's an option for one to delete. 

View comment · Edited Feb 07, 2024 · Jorge Ryan

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