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Michael Jagt
Joined Mar 15, 2023
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Last activity Feb 27, 2024
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Latest activity by Michael Jagt
Michael Jagt created a post,
Much of the time our agents sets a ticket to Pending, instead of Solving the tickets. This is so the customer don't feel like we are closing the ticket if it's in fact not solved.
How do I create a report that illustrates tickets set in Pending also counting as Solved (or create a new name, doesn't matter).
Then we can see our true handling time, cause it looks like that it takes 4-5 days for an agent to solve a ticket since we have the automation that after 96 hours the ticket auto-solved if in Pending.
Also shocking that Zendesk Support yet again cannot help with such requests and just points you to community forum..
Please assist! :-)
Posted Feb 11, 2024 · Michael Jagt
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Michael Jagt created a post,
Title says it all. I want our customers on chat (Messenger SDK) to have the new satisfaction survey pop up in the chat window after chat it Solved.
Posted Jan 08, 2024 · Michael Jagt
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Michael Jagt commented,
Chris Yeah it's ridiculous. So many features and posts are like this where product managers and support agents provide dealines on feature launches and then never delivers and stop replying to comments
View comment · Posted Dec 12, 2023 · Michael Jagt
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Michael Jagt commented,
We have the V3 Aircall Integration and tickets coming through via Aircall goes to Zendesk as API (not incoming phone call)
Does that mean if I set a capacity of an agent to 1 Email/API/Web Ticket, that if this agent has 1 email, that a phone call via AirCall will not be connecting to the agent? If yes, that's a huge issue as almost all calls will be unreplied to then
View comment · Posted Dec 11, 2023 · Michael Jagt
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Michael Jagt commented,
Onur Okutan We have the Support SDK which I believe is the same as the Messenger SDK? (As you definitely know, nobody understands all your 17 different SDKs) and we are not getting the option for multiple conversations on the Messenger for the customers. How is that set up?
View comment · Posted Aug 24, 2023 · Michael Jagt
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Michael Jagt commented,
Mick O'Donnell You've mentioned back in 2021 and 2022 that this was high priority on your roadmap and that it would be released in 2022. Now we're closing 2023 and it's still not there - what is going on? This feature is absolutely essential and the biggest hassle for our customers who have multiple queries.
And as others mention, this is out of the box on Intercom and other CRM systems. Makes no sense Zendesk is: a) are not prioritising this and b) promising it's high prio but apparently not true?
View comment · Posted Aug 24, 2023 · Michael Jagt
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Michael Jagt commented,
Haha Hiedi Kysther, they just replied back to me with the exact same reply as the 5 other support agents. Telling me to enable Messaging routing which I have already enabled. They even confirmed in the reply that I have it enabled and have had it enabled for 4 days and now ask me if it's still an issue in the past 4 days. I'm out of words. Can you arrange a video call with me and someone responsible in your support team, Hiedi? This is unacceptable to be quite frank.
Please book mj@monta.com
View comment · Posted Jul 24, 2023 · Michael Jagt
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Michael Jagt commented,
Zendesk support is by far the most abysmal support I have ever seen 😅 @... can you please help us here..?
View comment · Posted Jul 21, 2023 · Michael Jagt
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Michael Jagt commented,
@... can you check the above. Your support team offers 0 help here and don't know why or care to escalate or reply to messages.
View comment · Posted Jul 21, 2023 · Michael Jagt
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Michael Jagt commented,
Currently experiencing a huge problem with Zendesk and I hope someone here can help us.
I have enabled automatic routing of tickets with a capacity of 1 email, 1 messaging and 1 phone. But if you have a scearnio where one Group only has 1 agent in it who's on Available status (the rest being offline), then that agent gets all the cases in that queue assigned to their personal inbox.
So for instance one of my agents just got 40 tickets all at once...Their support is useless and says to do something I already have done, which is enable this feature, but no matter if it's enabled or disabled it's not working.
What are you guys doing in your Zendesk setup to assure automatic assigning of cases and capacity rules are actually followed by the system?
Thanks in advance!
View comment · Posted Jul 21, 2023 · Michael Jagt
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