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Jourdin Binning

Joined Apr 25, 2024

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Last activity Sep 26, 2024

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Latest activity by Jourdin Binning

Jourdin Binning commented,

Community comment Feedback - Ticketing system (Support)

We are having the same issue. I've set up user tags and triggers so SMS messages from different customers can go to the appropriate group. We are dealing with over 9 different groups and adding more often. Setting up views for each of these is growing more difficult each day. Being able to automatically route these through omnichannel routing would be great. Ideally, this would work like email routing to auto assign to online agents without them needing to click Accept. 

View comment · Posted Sep 26, 2024 · Jourdin Binning

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Jourdin Binning commented,

CommentUsing legacy AI agent functionality

I tried reading through all the comments but not sure I found anything that already answers this question. In the current Zendesk chat with Zendesk support team, there are 3 options for “Ask if question resolved” 

 

When creating my answers, I'm not able to add a third option. A lot of our customers will ask the bot a question, receive an answer, and when asked if it was resolved, click “No, I still need help”. However, the follow-up question is completely unrelated. This is adding to “Unresolved” conversations/answers, when really the answer the bot gave did give the customer an automated resolution. How can we have the same flow as the Zendesk bot? 

View comment · Posted Jun 25, 2024 · Jourdin Binning

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Jourdin Binning commented,

CommentTeam members and groups

I was having issues uploading my CSV files. I had them saved as CSV UTF-8 because this article and the admin center emphasized this. When I reached out to support, they told me they should be saved in the default CSV setting. Hoping this helps with anybody struggling.

View comment · Posted Apr 25, 2024 · Jourdin Binning

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