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Daniel

Joined Mar 07, 2023

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Last activity May 07, 2024

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ACTIVITY OVERVIEW

Latest activity by Daniel

Daniel commented,

CommentBuilding reports

Looping back on this! 

 

Thanks

View comment · Posted Apr 26, 2024 · Daniel

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Daniel commented,

CommentBuilding reports

Are these reversed? I.e. are these Metrics not correctly lined-up with their definitions? 

 

View comment · Posted Apr 19, 2024 · Daniel

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Daniel commented,

CommentThird party and social messaging channels

Re

Instagram Direct supports direct messages, story replies, and story mentions. It does not support comments.

No mention of Reels comments or mentions.

Does "does not support comments", includes comments on Reels? Does the Instagram channel support reel mentions?

View comment · Posted Jan 26, 2024 · Daniel

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Daniel commented,

Community comment Feedback - Chat and Messaging (Chat)

Aaron We left it as-is I'm afraid  :^] 

View comment · Posted Jan 26, 2024 · Daniel

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Daniel commented,

CommentEnd-user guide for Help Center

Hello! 

I was wondering if anyone could provide me with information on how to proactively affect the search results given a specific type of input. 

Context: 

Looking at the "Searches with no results (Top 5)" section of the a Help Center dashboard, I noticed that there a number of people who are entering their order numbers into the search field. 

Often this is an attempt at finding tracking info about their order. 

If there were any way to provide, say, articles with a certain label (probably "tracking" in this case) or treat number entries as searched for "Tracking" or "Where is my order" if someone types in a number into the search field that would be great. 

View comment · Posted May 10, 2023 · Daniel

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Daniel created a post,

Post Feedback - Chat and Messaging (Chat)

Using the Messaging widget, after the Messaging session times out (10 minutes with no activity) the requester is sent an email with a transcript of the conversation they had with support. 

This email is handy in at least two ways:

  • It (obviously :^] ) provides a transcript of the session the guest had with AnswerBot and/or a support agent
  • Replying to the transcript email adds that reply, as an email message, to the ticket that was created by the Messaging session, thereby preserving the conversation, and allowing the requester/guest to continue the conversation they started via Messaging, in a different channel (email). 

It's not a pretty email :^] and is hard to read.

It does not identify its source very well (I can see a requester/guest wondering where this email came from for at least a short time after receiving it)

And, as formatted, it does not reveal the feature/benefit mentioned in the latter bullet point above.

I'd like to control the formatting of that email — the Messaging transcript email — so that I can 

  • Modify the aesthetic of it and make it easier to read
  • More explicitly indicate who the email is from and why the requester/guest is getting it 
  • Communicate that replying to the email will add to and continue, via email, the conversation started via the messaging channel

It sounds like this is not possible from what I've been told but would love it if it were and to know if there are any workarounds that might make it possible now.

One feature that I thought would make it possible is the "Using the via condition in triggers and automations with Chat/Messaging transcripts" capability that was added in November of last year: 

https://support.zendesk.com/hc/en-us/articles/5145976085274?page=1#comment_5474524138010

If anyone knows how to utilize that feature to reformat the Messaging transcript email, please let me know — I've tried to use the feature to do so twice now, with no success. 

Edited Mar 09, 2023 · Daniel

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Daniel commented,

CommentHow to fix issues in Zendesk messaging

Are we able to utilize this condition to specify a modified format for Messaging-transcript-email ticket updates? 

View comment · Posted Mar 08, 2023 · Daniel

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Daniel commented,

CommentSetting up Zendesk Chat

Is there a template for the chat transcript email? 

View comment · Posted Mar 07, 2023 · Daniel

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