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Zaffar Sayed

Joined Apr 19, 2024

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Last activity Sep 12, 2024

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ACTIVITY OVERVIEW

Latest activity by Zaffar Sayed

Zaffar Sayed commented,

CommentWriting formulas

Hello,
 

I’m trying to create a custom attribute to capture tickets created in the week before the last (i.e., two weeks ago). Could someone please assist me with the formula for this?

View comment · Posted Sep 12, 2024 · Zaffar Sayed

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Zaffar Sayed commented,

CommentMeasuring success

Hi Zendeskers,
 

I am stuck with creating a calculated metric and attribute to identify which SLA metric was breached (either 1st, 2nd, or later). I have my SLA breached data, but I want to figure out how to display this information in Explore, showing which specific SLA was breached if a breach occurred. How can I achieve this?

View comment · Posted Jun 19, 2024 · Zaffar Sayed

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Zaffar Sayed commented,

CommentUsing themes and customizing your Help Center

Gorka Cardona-Lauridsen 

I have two questions for editing theme locally, it would be really appreciated if you can address these questions.

  1. Does Zendesk have a library of all editable assets outside of CSS and Java Script?
  2. Does Zendesk list out what attributes within Zendesk are editable from CSS and Java Script separate from the editable assets?

View comment · Edited May 17, 2024 · Zaffar Sayed

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Zaffar Sayed commented,

CommentHow to report on Talk and Text

Hello @...,

I wanted to confirm about Missed call legs.

In ZendeskTalk > Dashboard > Agent Activity Tab
There are call details and I want to know about missed call legs.

Are these call missed when agent is online or offline.? 

View comment · Posted May 02, 2024 · Zaffar Sayed

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Zaffar Sayed commented,

CommentUsing legacy AI agent functionality

Chad Susa (Gravity CX - Zendesk Partner) 

I am trying to add image in Send message section. i added JPG to google drive and it is accessible to anyone with the link still while adding that Image it shows an error.



How to add image can you please suggest.

View comment · Posted Apr 25, 2024 · Zaffar Sayed

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Zaffar Sayed commented,

CommentWeb Widget documentation

Chad Susa (Gravity CX - Zendesk Partner) 

Thank you for the response. It is helpful.

View comment · Posted Apr 25, 2024 · Zaffar Sayed

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Zaffar Sayed commented,

CommentWeb Widget documentation

Dane 

I am working on Messaging, Bot and Automation. I want to add custom field for my bot, can you please suggest a way to add these custom field for the Bot. I have created custom field and enabled it for end user. However, I can't see those in my custom field of Bot.

Is there a different way to add custom fields for Bot and automation?. I have searched a lot through the documentation and community but did not get a satisfactory answer.

I am simplifying my requirement, I am moving to Bot and Automation and testing bots for messaging. 

Under Admin Centre > Channel > Messaging > Edit Bot > Under responses you get this section as shown in the image.

 

I have created custom field for Number and other details however and I can't find it under the customer details dropdown. There are only 2 predefined sections here Name and Email. Is there a way to add more fields. Please suggest.

 

View comment · Posted Apr 24, 2024 · Zaffar Sayed

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Zaffar Sayed commented,

CommentTicket customization

I created custom field to collect contact number from customer but I can't see that field while creating bot (messaging). Please suggest.

I want to create a Bot, but having trouble in viewing the field.

I have followed the steps shown above and created my custom field, I am using Enterprise version.

View comment · Posted Apr 24, 2024 · Zaffar Sayed

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Zaffar Sayed commented,

CommentBusiness rules

Hey can anyone help with trigger for automatically assigning tickets to agent in a view while in Play mode Guided mode enable, Thank you.

View comment · Posted Apr 22, 2024 · Zaffar Sayed

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Zaffar Sayed commented,

Community commentDiscussion - Zendesk on Suite best practices

Noly Maron Unson 

I have problem setting Zendesk Play Mode in our View.
We are using Enterprise version and we are looking to implement Zendesk play in 1 of our view for testing its functionality.

We want to implement Zendesk Play for a specific view with 3 agents working inside this view and we want them to get ticket assigned automatically once they click on play button, Guided mode is enabled. 

If you can share some some steps how this can be done.

Thank you.

View comment · Posted Apr 19, 2024 · Zaffar Sayed

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