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Vincent Aditya

Joined May 23, 2023

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Last activity May 14, 2024

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ACTIVITY OVERVIEW

Latest activity by Vincent Aditya

Vincent Aditya created a post,

Post Feedback - Help Center (Guide)

Hello I would like to ask if its possible for me to copy and paste one brand's help centre? 
So my situation is right now i have 1 help centre active, and I want to create a new help centre under a different brand, The contents are mostly the same so I was wondering if its possible to just duplicate the help centre so I can just rename the 2nd one instead of making a new one?

Posted May 14, 2024 · Vincent Aditya

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Vincent Aditya created a post,

Post Q&A - Chat, messaging, and widgets

Hello, I would like to inquire about the sound notifications in our website's integrated live chat feature. We have integrated a live chat shortcut from Zendesk to our website, and it has an option to turn on sound notifications. However, when our agents reply to a question, there is no sound notification, only when bots reply. Is this normal? Please fix this issue.

Posted Feb 19, 2024 · Vincent Aditya

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Vincent Aditya commented,

CommentBuilding reports

Hello,
I have a question regarding the "engaged with bot" metric in our Zendesk system. Currently, every user who contacts us is directed to the answer bot, so logically, all of them should be counted in the "engaged with bot" metric, right? However, when we analyze the data, we've noticed that some customers who contact us are not included in the "engaged with bot" metric. I'm curious to understand why this discrepancy exists and why these customers are not being counted.

View comment · Posted Jul 13, 2023 · Vincent Aditya

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Vincent Aditya commented,

CommentLive chat agent guide

Hello, I would like to ask. Does the amount of shortcuts you have correlate with the performance of Zendesk on PC? For example if we have thousands of shortcuts does it affect the lagginess or overall performance of Zendesk?

View comment · Posted Jul 05, 2023 · Vincent Aditya

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Vincent Aditya commented,

CommentTeam members and groups

Hello Lisa Kelly
Thank you for your reply, We are a professional account, but we have un-ticked the agents can delete the ticket box and yet our agents can still delete tickets and mark them as spam. Is there another way to do it ?

View comment · Posted Jun 20, 2023 · Vincent Aditya

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Vincent Aditya commented,

Community comment Q&A - Chat, messaging, and widgets

Hello Samir, 

Thank you so much for your reply, I will be anticipating the ticket for this problem. And regarding the bell icon I am glad that it is in the works since it is quite annoying to be having to manually check and see the bell icon 

View comment · Posted Jun 15, 2023 · Vincent Aditya

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Vincent Aditya commented,

CommentTeam members and groups

Hello, I want to ask regarding the limitation of access. I want to limit my agent's access so they cannot delete a ticket no matter what. But without changing their ability to reply to tickets, use tags, and edit user notes.

We wanted to create a custom role but we are unable to do so as the options are not available in our end 

View comment · Posted Jun 07, 2023 · Vincent Aditya

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Vincent Aditya created a post,

Post Q&A - Chat, messaging, and widgets

Hello, I would like to ask about the "more" tab in messaging that occurs when you are taking 8 or more tickets at the same time. A bit of context, we are using a live chat and integrating it with messaging. So there are a lot of times when our agents have to chat with more than 8 customers at once and for the 9th and so on customers, the tab will push the 1st chat to the "more" tab. 

Now this has proven quite troublesome for us since there are quite a few unfortunate things that come with the "more" tab. 
1. Sometimes tickets that are in the "more" tab don't have any chime on them which makes it difficult for us to know if the customer has replied or not 
2. Sometimes tickets that are in the "more" tab don't show the red alert that the ticket has been replied to. Making it difficult for us to keep track of customers' replies. 
Is this a known problem on zendesk or is there something that can make this happen?, 

The second question is for the "bell" icon on messaging. The bell icon functions as a notification when customers have replied to a ticket that is solved or a ticket has been assigned to you but there is no chime on it which makes it very difficult for our agents. Especially during breaks, the customer will have replied and we wouldn't know since there is no chime or sound that plays if a notification occurs. 
are there any plans in zendesk to add a chime or sound for this notification?

Posted May 30, 2023 · Vincent Aditya

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Vincent Aditya created a post,

Post Q&A - AI and automation

Hello, I have a bit of an issue. Our services currently use 4 languages and we want all 4 languages to be available in our answer bot. We have tried using the auto-translate function Zendesk provided but found that the automatic translation is very unsatisfactory. Is there any other way for us to make our bots able to speak in 4 different languages and how can we prevent the bot from speaking a language different than the our customer's language?

Posted May 23, 2023 · Vincent Aditya

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