Joining the Discord Integration EAP

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26 Comentarios

  • Comentario oficial
    Luke Behnke
    Zendesk Product Manager

    Update here for people that are listening in: we are addressing an issue with replies being sent back to Discord that seems to occur for some customers intermittently. Will post an update as soon as we have a fix.

  • Jaleel S Beck

    I just installed Support bot on my Discord server. While I'm able to send messages that are received in Zendesk, sending messages from Zendesk back to the user is not working.

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  • Jaleel S Beck

    I was also made admin of my server, and typed in /set.  I got this message: You do not have permission to use this command.Your permission level is 0 (User)This command requires level 3 (Administrator)

    The owner of the server was able to confirm set works for him, however.

     

     

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  • HR [Elite Lucky Gamers Ltd]

    Hi there, Luke.

    We've added the Zendesk support bot to our Discord server and successfully connected it to our workspace (eliteluckygamer.zendesk.com), however, replies aren't being sent back to the requesters via Discord.

    Please help!

    Thank you.

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  • Jaleel S Beck

    Still not able to reply back to Discord.  Any developments on this project since last?

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  • Darren Hua

    Did this thread die?? 

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  • Jaleel S Beck

    @Danny - sadly, I think it did.  I haven't heard back from support in a while regarding developments, as I still can't get Discord to display my responses from Zendesk.

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  • Geir Kallmyr

    Any update on this ?

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  • David Hall
    Zendesk Product Manager

    Hi Geir,

    It looks like we haven't updated this topic in a while!

    With regard to the integration generally, we are still gathering feedback from participants about how the integration is useful and what kinds of improvements they'd like to see.

    Do you have some feedback, or having trouble you need assistance with?

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  • Josch Mercer

    Where can we submit feedback as a regularly user of discord and the Zendesk bot. I have a few things I would like to point out.

     

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  • David Hall
    Zendesk Product Manager

    Thanks Josh.  You can either create a new post in the Community (here), or create a support ticket called "Discord EAP feedback" - whatever's easiest for you.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Josch Mercer,

    We would love to get your feedback on this topic, which I would recommend posting here. Just be sure to include as much detail as possible when you are sharing your feedback.

    Best regards.

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  • Geir Kallmyr

    Hello, not sure if we do it correct, but we have some questions regarding this solution. 

    /ticket show "to many" tickets. It would be nice to have some kind status on them or remove solved / done tickets in the list. 

    after we put rate/limit on ticket count (2, and later4 )  we only get this error message: We encountered an error. Please try submitting your ticket again. If the problem persists, please contact support.

    we also see that connection / updated from discord is high (Support Bot for Discord by Zendesk 14326 successful sends) not sure if that i related to error message, but at least we have not more then 25-30 tickets created. 

    /ticket in public channel should actually not list out tickets, but refer to private message (GDPR)  i guess this needs to be voted on. 

    Geir

     

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  • Per Overbye

    Hey Luke! 

    I was wondering what the typical approval time in order to test out the Discord integration is?

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  • David Hall
    Zendesk Product Manager

    Hi Geir: Thank you for the questions/feedback.  I can see that we've resolved the issue with the rate limiting via a ticket with our support team, and I'll note your other feedback.

     

    Hi Per: We processed a batch of applications yesterday, so as part of that a ticket will have been created and an email sent to the contact email address you nominated.

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  • Peter Edenberg

    Hey Guys 

    Thank you for a great work, getting Discord get connected with Zendesk. 

    At the moment we are getting alot of tickets from Discord to our Zendesk, but often it ends up with that we need to get back to them - to get more info, as Gamer ID - account mailadress and better description of what the fault is. 

    How are we able to make a better solution for this? 

    How do we activate a trigger to the Gamers DM, with a message saying: "Thank you for reaching out. To help you the best we can, we would need to get to know you better. What Gamer Id .... " you guys get the picture. 

    Or do you guys have any other idea what we can do to get this info, before the ticket ends up in Zendesk?

     

    Thank you 

     

    /Peter

     

     

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  • David Gillespie
    Zendesk Product Manager

    Hi Peter, 

    Thanks for the feedback. We've received similar feedback in the past about capture more information when the ticket is first created. 

    We're actually working on the integration at the moment, and are exploring a way to make users authenticate with their Dircord ID or OAuth. Would this solve your use case?

    Thanks,

    David

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  • Peter Edenberg

    Hello David

     

    Thank you for the answer. 

    Thank you for the quick respons. 

     

    No, sorry to say, that will not fix our problem, due to that we are not using Discord-ID or their OAuth. 

     

    Our platform, G-Loot / GLL, have their own Game-ID, personal E-mail address connected to the player's profile. 

     

    We use Discord to communicate with our players because it´s a great forum for us to be in.  But in many cases, our players do not have the same Discord name as G-Loot/GLL name. 

    Example:

    When a player reaches out to us in Facebook Messanger - The first automated replay they get is "To help you better, please provide us with your Gamer-ID and/or the e-mail that is connected to your account. Thank you" ...

    After that, they give us the id number and/or e-mail and we solve their problem :)

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  • David Gillespie
    Zendesk Product Manager

    Hi Peter,

    Thank you for explaining your use case and yes this makes sense!

    I've captured this as feedback for our next iteration of the integration and we'll endeavour to make sure we can help cover this use case.

    Thanks,

    David

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  • Morgane Abbonato

    Hi there,

    Thanks a lot for getting Discord connected to Zendesk - as it's one of our most popular channel, it really helps us to better handle Customer Support.
    Unfortunately for us, we've been facing an issue (since last Saturday). The following error message appears, whenever a customer wants to reach us for support: "We encountered an error. Please try submitting your ticket again. If the problem persists, please contact support."

    Could you help us on that please?

    Thanks a lot

     

     

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  • David Hall
    Zendesk Product Manager

    Hi Morgane, thanks for reaching out to us - I'd like to come back to you in more detail via a ticket so we can troubleshoot this together.

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  • Andrew Wiik

    I'm experiencing the same issue as Morgane 

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  • David Hall
    Zendesk Product Manager

    Hi Andrew, thanks for letting us know.  Please bear with us for a little longer, our developers believe they've located the cause of these intermittent failures and are working on a fix.  We expect to have that deployed shortly.

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  • David Hall
    Zendesk Product Manager

    Hi Andrew, we've made an update to the integration which we believe will fix this issue.  Could you please try the bot again, and let us know whether it's working for you now?

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  • Ed Ball

    We just got into the EAP for this because we may want to use it. Has this really been in EAP for 2 years?  Are the issues worked out? does this work well enough for real support?

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  • David Gillespie
    Zendesk Product Manager

    Hi Ed Ball,

    Yes, the EAP has been ongoing for long time now. We're in the process of building a new version of the integration as the original product had a variety issues, which has meant the integration wasn't ready for General Release.

    The current integration works well enough for real support, there are a number of customers who are currently using it and it is actively supported and maintained by our team. 

    If you have any feedback or issues with the integration please let us know with a post in this forum!

    Thanks,

    David

     

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