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Maky

Incorporación 15 abr 2021

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Última actividad 29 ene 2025

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204

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RESUMEN DE LA ACTIVIDAD

Última actividad de Maky

Maky hizo un comentario,

ComentarioCreating dashboards

Hi Walter Bellante 

 

I don't think it's appropriate to migrate to the new version until the new one offers all the options that the current version has. On the contrary, it would be positive if it improved the current construction of the dashboards. For example, for a weekly report it is essential for us to receive the date {{data}} in the message object and the new version doesn't have this, the construction of the dashboard is much more limited than the current one, etc. Zendesk's service is not free.

 

Regards,

 

Maky

Ver comentario · Publicado 29 ene 2025 · Maky

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ComentarioSetting up Agent Workspace

HI.

The link Activating and deactivating side conversations in the context panel. and this feature on this support page has to be updated. From now the side conversations are on context panel and can't modified anymore.

Maria

Ver comentario · Publicado 29 ene 2025 · Maky

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Comentario de la comunidad Feedback - Voice (Talk)

Hi Ferran Barneda .

 

Our account uses OCR, but we don’t have the option to add tags, as you can see here:

 

I I opened a ticket with zendesk support to understand why.

 

Thank you very much for your response.

 

Maria

Ver comentario · Publicado 14 nov 2024 · Maky

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Maky creó una publicación,

Publicación Feedback - Voice (Talk)

Hi folks!.

 

It would be great if calls could be tagged, either by line or by group the call is routed to. Is there a way?

 For me it is a great system to set the language of the requester both in the ticket and in the customer profile.

I'm currently solving it via trigger but it would be great if it comes directly with the tag like it does with chat.

 

If a ticket is created and the routing group is ENGLISH then the ticket and requester language is English. But if the tag comes directly with the call that is associated with the drop-down menu where I select the English language (eg. language_en) this field is automatically configured in the ticket, then I have another trigger that given a value of this field configures the language of the requester.

 

Thanks.

 

Maria

Publicado 01 oct 2024 · Maky

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Comentario de la comunidad Feedback - Reporting and analytics (Explore)

Hi Brecht Smit 

I don't know if you finally solve this issue but is simple with a formula:

Calculations → Standard calculated attribute:

IF ([Call Talk number]="+184463394940") THEN "Brand1" 
ELIF ([Call Talk number]="+1844173637383") THEN "Brand2"  
ELIF ([Call Talk number]="+1844659303847") THEN "Brand3" 
ENDIF

Then you can call this attribute instead of “Call Talk Number”

I hope this solution can help.

Maria

Ver comentario · Publicado 16 may 2024 · Maky

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ComentarioExplore recipes

Hi everyone!

As I said HERE how can I have the requester list with absolutely zero tickets?

COUNT(Tickets) arrives to 1:

We need to cancel the requesters with no tickets.

Thanks.

Maria

Ver comentario · Publicado 25 ene 2024 · Maky

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ComentarioExplore recipes

Hi everyone!

I have the same problem as Vinicius Henrique da Silva, I need as the article title said, just the users that have no tickets request. How can I have just the tickets = 0? 

In the result manipulation -> metric filter, the lower value of COUNT(Tickets) is 1.

Thanks.

Maria

Ver comentario · Publicado 25 ene 2024 · Maky

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Comentario de la comunidad Feedback - Chat and Messaging (Chat)

Hello again.
I haven't seen any solution available for this problem.
Our situation is as follows:
there are agents with a chat license who have hours to manage the chat and hours to answer tickets, this means that while they manage the tickets (other agents are managing the chat) they continually get this annoying message "Operating hours have started" and they complain because they have no way to avoid it.
I really hope it's included in the roadmap as soon as possible.
Regards.
Mary

Ver comentario · Publicado 23 ene 2024 · Maky

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Comentario de la comunidad Q&A - Chat, messaging, and widgets

Hi Arianne Batiles

Any news?

Thanks.

Maky

Ver comentario · Publicado 03 jul 2023 · Maky

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Comentario de la comunidad Feedback - Ticketing system (Support)

Hi Eric Nelson

I can't find where to edit the "Thanks for reaching out" text when the message is sent.

Some time ago I open this request  and no solution was founded.

I now have a new client that needs this change.

Thanks.

Maky

Ver comentario · Publicado 03 jul 2023 · Maky

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