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Matt
Incorporación 16 may 2021
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Última actividad 06 sept 2024
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Matt hizo un comentario,
Yes, you should be able to see this for different time frames, like week for instance. This would involve just selecting a different time frame in the query filter for that step.
Ver comentario · Publicado 16 nov 2021 · Matt
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Ver comentario · Publicado 15 nov 2021 · Matt
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If multiple replies are going out on the same ticket, I would advise adding a "Status is New" condition to the trigger to allow it to only send messages on newly received tickets. You could then include an action that sets the ticket status to Open on that trigger, nullifying the conditions.
If you are still having issues, please let me know and we can look to open up a ticket and look more closely at your account.
Best,
Ver comentario · Publicado 10 nov 2021 · Matt
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Matt hizo un comentario,
Hi Jchow!
At this point, the only control an end-user has over their timezone is in the end-user portal when viewing their tickets. It will use the time zone from their computer/system.
Thank you.
Ver comentario · Publicado 15 sept 2021 · Matt
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Hi Yrwyn!
I would recommend configuring your Zendesk to produce the chat transcript as a visible comment on a ticket created from chat. This will automatically email them their chat transcript on the created chat ticket.
Otherwise, the only manual option to send the transcript would have to be during the chat.
Thank you.
Ver comentario · Publicado 15 sept 2021 · Matt
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Hi Terry!
That is currently not a possible configuration of Zendesk and suspensions. I will mark that as product feedback though so our engineers can consider it in future releases.
Matt - Customer Advocate
Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com
Ver comentario · Publicado 19 ago 2021 · Matt
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Matt hizo un comentario,
Hi Owen! Unfortunately, you are correct in that you cannot sort with a hierarchy dependent filter of two attributes. You are welcome to submit that for product feedback for others to vote on and be considered.
Matt
Ver comentario · Publicado 07 abr 2021 · Matt
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Matt hizo un comentario,
Hi Hkluppel!
Since Contextual Help relies on the URL of the page that the end user is on and then combines it with Help Center Search, article labels would be included, but you may not see expected results if the URL does not include relevant terms after the hostname.
As the article mentions, you can use the SetHelpSuggestions API method of zE.setHelpCenterSuggestions({labels: ['label1']}); to pull in specific labels.
If you continue to have trouble, please let me know and we can start a ticket to get specific examples from your account!
Best,
Matt - Customer Advocate
Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com
Ver comentario · Publicado 26 mar 2021 · Matt
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Matt hizo un comentario,
Hi Joshua!
Limiting attributes to preselected values should be doable by utilizing sets. When creating a dashboard data filter using a set as the data filter column, only those attributes in that particular set will show up in the dashboard to be selected.
Follow along this documentation below to create sets.
https://support.zendesk.com/hc/en-us/articles/360022184334#topic_fsd_gw1_fv
Matt - Customer Advocate
Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com
Ver comentario · Publicado 18 mar 2021 · Matt
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Hi Steve,
This workflow can be accomplished by using Contextual Workspaces. With Contextual Workspaces configured, you can expand, collapse, and chose which apps open by default when working on tickets for your agents.
This documentation should help you get that process started.
Setting up Contextual Workspaces
Matt - Customer Advocate
Ver comentario · Publicado 06 mar 2021 · Matt
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