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Ollie
Joined Jun 30, 2023
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Last activity Nov 07, 2023
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Latest activity by Ollie
Ollie commented,
Hi
You'll want to use Dynamic Content to create similar to the above
{% case ticket.brand.name %}
{% when 'SUPPORT BRAND 1' %}
BRAND 1
{% when 'SUPPORT BRAND 2' %}
Brand 2
{% when 'SUPPORT BRAND 3' %}
BRAND 3
{% else %}
******** PLEASE SELECT BRAND AND RERUN THIS MACRO ********
{% endcase %}
This will then give you a placeholder dependant on what you set the title as of the dynamic content, for example ours is called Ticket Brand so the placeholder came as {{dc.ticket_brand}}, you can then use this in your macro.
It works for links too and you can rich content it for formatting
{% case ticket.brand.name %}
{% when 'BRAND 1' %}
[click here](https://your link)
{% else %}
******** PLEASE SELECT BRAND AND RERUN THIS MACRO ********
{% endcase %}
These will work based on if your ticket has a brand set. Hope this helps
View comment · Posted Nov 07, 2023 · Ollie
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Ollie commented,
Hi Brittney
Just to give you a quick response I don't know if its possible using live chat, but if you're using messaging there is a proactive feature https://support.zendesk.com/hc/en-us/articles/5540317327770-Announcing-Proactive-Messages-in-Messaging-
View comment · Posted Oct 05, 2023 · Ollie
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Ollie commented,
Hey Shruti
If your team are manually Closing tickets rather than Solving them it can't be reopened once its closed.
In the above you can use the one trigger to add a tag in the actions then it exclude it in the conditions, so when it is Solved for the second time, its excluded from hitting it again. (Note the tag won't prepopulate until its used however you can manually enter it again in the conditions/actions).
We use automation to close tickets 72 hours after solved though, the conditions are Status is Solved, Hours since Solved Greater than 72. Then the action is Status - Closed. You would be able to customise the time though for whatever suited.
Hope this helps! But feel free to reach out if you have any other questions.
View comment · Posted Sep 22, 2023 · Ollie
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Ollie commented,
I’ve solved something similar by in the actions adding a tag such as csat_reopen. Then adding a condition does not contain tag csat_reopen. This stops it from looping.
View comment · Posted Sep 21, 2023 · Ollie
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Ollie commented,
Following this thread as this is a feature we need ourselves as we're reviewing switching to Messaging and this will most definitely be a blocker. The responses from the Product Manager have just been copied and pasted several times with no explanation for the delay. I find it unreasonable that there is still no timeline when this originally was scheduled for 2022, we're now in the latter stage of 2023.
Is this feature available in the Zendesk Support widget because you're using Ultimate for your bot solution? If so, how is this implemented with Ultimate?
If this is something Zendesk have custom added at least inform us on how so we can have developers looking into this on our end.
View comment · Posted Sep 06, 2023 · Ollie
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Ollie commented,
I agree, this is an important metric to be tracking. We can set up and SLA for Next Reply Time but yet have no quantifiable way of tracking NRT as an average for example.
View comment · Posted Sep 06, 2023 · Ollie
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