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Stephen Whyte

Joined Mar 20, 2023

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Last activity Oct 15, 2024

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ACTIVITY OVERVIEW

Latest activity by Stephen Whyte

Stephen Whyte commented,

CommentExtending Zendesk

Beatrice Bettini I'm struggling with the same issue. We recently migrated from Google Workspace to O365 and all of our documents have been converted and saved to Sharepoint. Now I'm trying to figure out how to integrate them into Zendesk.

 

If you've figured out a workaround I would very much appreciate some pointers.

View comment · Posted Sep 03, 2024 · Stephen Whyte

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Stephen Whyte commented,

CommentWorkflow best practices and recipes

I get a queue couldn't be saved error when creating the primary queue. Is there something I need to change in my OCR configuration? 

View comment · Posted Aug 19, 2024 · Stephen Whyte

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Stephen Whyte commented,

Community comment Feedback - Voice (Talk)

The request has been submitted via the product feedback template. Please go ahead and close this ticket.

View comment · Posted Jul 16, 2024 · Stephen Whyte

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Stephen Whyte commented,

CommentService Level Agreements (SLA), macros, and CSAT

Thanks Francis, I forgot I already created a ticket for this issue earlier.

View comment · Posted Jul 10, 2024 · Stephen Whyte

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Stephen Whyte commented,

CommentService Level Agreements (SLA), macros, and CSAT

Does a trigger have to be created to send a CSAT survey or can we just use automations?

View comment · Posted Jul 10, 2024 · Stephen Whyte

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Stephen Whyte commented,

CommentHow to get help with phone call problems in Talk

We have checked all network settings on our end and have found no issues. There seems to be a timeout that happens during calls resulting in loss of connection with callers, specifically our agents cannot hear the clients. How can we get this request escalated to help identify the issue?

View comment · Posted Jul 02, 2024 · Stephen Whyte

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Stephen Whyte commented,

Community comment Feedback - Voice (Talk)

Understanding missed and declined calls is crucial for inbound contact centers. Having this information readily available on the dashboard is extremely beneficial for immediate coaching and technical issue analysis.

View comment · Posted Jun 13, 2024 · Stephen Whyte

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Stephen Whyte commented,

CommentWorkflow best practices and recipes

Thanks Paolo , have a few tickets that are approaching first bump status. I'll keep an eye on those to see if the automation fires.

View comment · Posted Apr 24, 2024 · Stephen Whyte

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Stephen Whyte commented,

CommentWorkflow best practices and recipes

Not sure if anyone is watching this thread, but I could use some assistance with this process. The initial setup was successful, but since then I haven't seen any updates to pending tickets via this automation.

 

No changes have been made, so I'm confused as to why I never see any matching tickets.

 

View comment · Posted Apr 23, 2024 · Stephen Whyte

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Stephen Whyte commented,

CommentSetting up workforce management (WFM add-on)

We are experiencing issues with the extension. Just recently, as of Friday 4/12, agents are either unable to login, th extension repeatedly ends their login session or in my case, I appear to be logged in  but there is no tracking activity being captured. Please see screenshots. Has there been an update or settings change I'm not aware of? Please respond as soon as possible. Tracking agent time outside of Zendesk is key to the use of the Tymeshift application.

 

View comment · Posted Apr 16, 2024 · Stephen Whyte

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