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Carl McDowell
Incorporación 14 abr 2021
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Última actividad 24 feb 2025
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Última actividad de Carl McDowell
Carl McDowell hizo un comentario,
While there isn't an option to directly disconnect the call, you can make a Sub menu in your IVR, where you set the greeting playing that would repeat the message 3 times before the call ends (due to no selection being made, as long as you don't set a default route)
So you would make the main menu, with the options for the customer to select.
Then you make a sub menu, and you add no active routes on this menu, but set the message you want to be played to the customer before the call ends here.
Then back in your main menu you set keypress 0 to route to the IVR menu you just setup (don't add the optional greeting here)
Having the menu repeat 3 times can also be helpful as it will mean if they need to write a number or name down they won't need to call back.
Ver comentario · Publicado 27 dic 2024 · Carl McDowell
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Carl McDowell hizo un comentario,
Zendesk Talk does not have an API that can dynamically change based on an API call.
Zendesk Talk has the following API calls for the IVR Menu, but they are more functions for your agents to be able to create a new IVR, update an IVR, or delete an IVR.
https://developer.zendesk.com/api-reference/voice/talk-api/ivr_menus/
There isn't a way to dynamically change how the IVR works from the built in functionality.
The other reference you have found is for Talk Partner edition, which is enables you to choose your own call center software and integrate it with Zendesk’s omnichannel solution.
So when using Talk Partner edition, that allows an external telephony integration to connect and make the tickets inside Zendesk, you could check one of those partners that integrate to Zendesk that way, which may have the functionality you are looking for with a more dynamic IVR.
Ver comentario · Publicado 27 dic 2024 · Carl McDowell
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Carl McDowell hizo un comentario,
Hi Vaughan,
Can you confirm that you allowed both the microphone and the sound setting.
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Ver comentario · Publicado 11 oct 2024 · Carl McDowell
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Carl McDowell hizo un comentario,
Hi test,
The best way to get to the bottom of the issue will be working with the support team. I believe you have an existing ticket with them.
It is highly likely the issue is related to US phone numbers needing to be registered, this is covered in the article registering to use A2P 10DLC for text messaging (https://support.zendesk.com/hc/en-us/articles/4408837560730
Ver comentario · Publicado 20 sept 2024 · Carl McDowell
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Carl McDowell hizo un comentario,
Hi Jason Tsai
Our developers have released a fix for that issue now, and that should be resolved.
Ver comentario · Publicado 21 ago 2024 · Carl McDowell
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Carl McDowell creó un artículo,
Pregunta
Tengo información sobre otra plataforma o sistema de gestión de tickets que me gustaría migrar a Zendesk. ¿Cómo se hace?
Respuesta
Si bien no todo se puede migrar a Zendesk a través de la interfaz de usuario, importe la información usando los recursos y las funciones de la API a continuación.
Tickets
Para importar tickets, use la API y este artículo: API de importación de tickets.
Establezca una etiqueta para indicar que estos tickets se agregaron a Zendesk Support usando la importación. Las métricas del ticket (Tiempo deprimera respuesta y Tiempo de primera resolución, por ejemplo) no se importan para el ticket. No se ejecutan disparadores en los tickets importados.
Usuarios
Para importar usuarios, utilice la documentación a continuación:
Organizaciones
Estos artículos para desarrolladores están disponibles para las organizaciones:
Artículos
Si desea más información sobre cómo importar artículos, consulte este artículo: API del Centro de ayuda.
Descargo de responsabilidad de la traducción: Este artículo ha sido traducido usando software de traducción automática para proporcionar una idea básica del contenido. Se han realizado esfuerzos razonables para proporcionar una traducción exacta, sin embargo, Zendesk no garantiza la exactitud de la traducción.
Si surge alguna pregunta relacionada con la exactitud de la información incluida en el artículo traducido, consulte la versión en inglés del artículo, que es la versión oficial.
Editado 06 ago 2024 · Carl McDowell
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Carl McDowell hizo un comentario,
I've moved your conversation into a ticket as I need to confirm some details on what you are trying to achieve, so discussion this via a ticket is going to be best.
But it looks like your above code isn't going to work quite right and you would need to review the article on Using Liquid markup to customize the formatting and placement of text in comments and email notifications
If the brands have Generic phone numbers and emails associated then that can all be built as you are trying to achieve, but we will just need to fix the coding and determine which things that you are needing to determine.
Ver comentario · Publicado 15 ene 2024 · Carl McDowell
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Carl McDowell hizo un comentario,
Hi Kaan Güleryüz,
I've turned your question into a support ticket as we likely need to gather more details to help assist resolving the issue your account is facing.
Ver comentario · Publicado 08 ene 2024 · Carl McDowell
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Carl McDowell hizo un comentario,
Hi Benj,
You can use code like this:
{% capture tags %}
{{ticket.tags}}
{% endcapture %}
{% if tags contains "proactive_text" %}
{% else %}
--
{{current_user.name}}
[{{ticket.account}}]
[{{ticket.brand.name}}]
tel: {{current_user.phone}}
email: {{current_user.email}}
www: www.zendesk.com
{% endif %}
You can see what each part does in this imageThis is what it looks like when added to a ticket:
Ver comentario · Publicado 08 ene 2024 · Carl McDowell
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Carl McDowell hizo un comentario,
Hi Benj,
You could use the placeholder {{ticket.brand.name}} in the Signature code so that it will add the ticket brand details related to the brand the ticket is assigned to.
Ver comentario · Editado 04 ene 2024 · Carl McDowell
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