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Aubree

Incorporación 16 abr 2021

·

Última actividad 29 nov 2023

Zendesk Customer Care

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66

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3

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35

RESUMEN DE LA ACTIVIDAD

Última actividad de Aubree

Aubree hizo un comentario,

ComentarioTicket basics

Hello Megan, 

It looks like adding the "Page Views" as a condition in any business rules is not possible at the moment. 

I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams. 

In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds.

Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. 

We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

Ver comentario · Publicado 23 oct 2023 · Aubree

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Aubree hizo un comentario,

ComentarioFundamentos do Chat
Hello Marcelo,
 
Chat Phase 3 and Phase 4 are practically the same. Chat Phase 3 and Phase 4 are really just chat product 'phase' plan_settings which we use to identify an account based on the timeline they were created and how it was created.
 
With Chat Phase 3, Chat can be added to a Zendesk account with Support already. Chat fully operate within the Zendesk ecosystem without the need for a Zopim account (the Legacy Zendesk Chat).
 
Chat now becomes a “product” that can be “enabled” in a Zendesk account.
 
For Chat Phase 4, Zendesk accounts do not require a subscription to Support anymore and can be provisioned with Chat product only. Hence, it was described as Chat-only or Chat + Support, available after October 24, 2018.
 

Ver comentario · Publicado 20 jul 2023 · Aubree

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Aubree hizo un comentario,

ComentarioWorking with articles in the knowledge base

Hello F. Keijmes,

Apparently, an article ID is unique and is generated upon article creation so it cannot be reused. 

Also, you cannot set the article ID upon creation even via API given it's a read-only parameter.

Ver comentario · Publicado 09 jun 2022 · Aubree

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Aubree hizo un comentario,

ComentarioGlobal security and user access

Hello Matt,

The lockout duration for the password should not last longer than 5 minutes.

Ver comentario · Publicado 30 may 2022 · Aubree

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Aubree hizo un comentario,

ComentarioHow to fix access issues

Hello Shaun, 

Unfortunately, there's no option to change the time limit or validity of the emails. It's hard-coded into our system so there's no way to modify it. 

Hope this helps! 

Ver comentario · Publicado 20 abr 2022 · Aubree

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Aubree hizo un comentario,

ComentarioGeneral questions and issues about tickets

Hello Dieter,

I'm going to reach out to you directly in a ticket so we can take a closer look and see what might be going wrong here. We'll be in touch very shortly via email! 

Ver comentario · Publicado 18 abr 2022 · Aubree

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Aubree hizo un comentario,

ComentarioUsing the knowledge base in Help Center

Hello Stephen, 

Unfortunately, there isn't an option to sort or re-order the All Articles section alphabetically in Guide Admin. 

We encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

Ver comentario · Publicado 17 abr 2022 · Aubree

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Aubree hizo un comentario,

ComentarioSetting up and managing community

Hi Emanuel, 

The Community tab on the Native Reporting page does not have the export option.

Ver comentario · Publicado 12 abr 2022 · Aubree

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Aubree hizo un comentario,

ComentarioAdditional ticket channels

Hello Alan Suazo,

Currently, our Salesforce Integration does not have an option to integrate Salesforce outbound calls with Zendesk outbound calls.  However, our integration does have the following two features that could be used to view Zendesk ticket data in Salesforce: 


1. Ticket Sync - Allows you to sync Zendesk tickets (including Talk tickets) to Salesforce Case records.  You could then report on this data in Salesforce or trigger other business workflows within Salesforce. 

2. Ticket View - This feature can be added to the Account, Contact, Lead, and Opportunity pages and it queries Zendesk Support in real-time and displays the list of Zendesk tickets (which can include Talk tickets).  This feature does not store any Zendesk data in Salesforce.

I hope this helps! 

 

Ver comentario · Publicado 31 mar 2022 · Aubree

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Aubree hizo un comentario,

ComentarioAdditional ticket channels

Hi Alan Suazo,

Can you provide more information, please? Are you interested to make calls in Zendesk but the details will also show in Salesforce or vice versa? 

Ver comentario · Publicado 28 mar 2022 · Aubree

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