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Hannah Voice
Incorporación 15 abr 2021
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Última actividad 14 mar 2023
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Última actividad de Hannah Voice
Hannah Voice hizo un comentario,
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Ver comentario · Publicado 14 mar 2023 · Hannah Voice
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Hannah Voice hizo un comentario,
Hi there,
I've been testing simplified email threading in our sandbox and hoping you can help me understand a couple of things. I've updated the trigger that sends the notification I'm testing, as well as the follower template and the account-level email templates.
I sent an email from Gmail to our Zendesk sandbox, and then sent a few messages back and forth.
Gmail
Why does each reply from Zendesk include the start of previous message history within the reply? It has the 3 ellipsis right underneath but in the highlighted sections in the screenshot below, for example, I think "Second message from the customer" should be hidden under those ellipsis. Is this related to the quoted_content placeholder?
Zendesk
Why do the customer replies in the Zendesk interface include the previous messages? This would be really confusing/cumbersome for agents.
Thanks,
Hannah
Ver comentario · Publicado 17 ene 2023 · Hannah Voice
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Hannah Voice hizo un comentario,
Would also love to know if there is a solution for this one! 🤞
Ver comentario · Publicado 23 jun 2022 · Hannah Voice
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Hannah Voice hizo un comentario,
Is it not possible for users to enter free text in order to search for Help Center articles (instead of us having to configure the specific articles that we want to show)? Thanks!
Ver comentario · Publicado 12 may 2022 · Hannah Voice
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Hannah Voice hizo un comentario,
Do operating hours also apply to Zendesk Messaging or is it just Live Chat? If they do apply to Zendesk Messaging, how do they then work with Social Messaging? For example, if we had operating hours of 9am-5pm everyday, we couldn't stop a user sending a Facebook message outside of those hours. If agents were marked as Invisible (per the operating hours), what would happen to that Facebook message?
Additionally, I understand Departments aren't relevant for Zendesk Messaging but how could we set multiple operating hours schedules in that case, or could we only set it at the account level where ALL agents are shown as Online?
Thanks!
Ver comentario · Editado 25 ene 2022 · Hannah Voice
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Hannah Voice hizo un comentario,
Had the same issue a few months ago, even after confirming with Customer Support that this wouldn't happen. 😓
Ver comentario · Publicado 30 sept 2021 · Hannah Voice
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Hannah Voice hizo un comentario,
Thanks @.... Could you point me to the best resource that outlines the differences between chat and messaging? I've read through these:
- The difference between chat and messaging
- Zendesk messaging vs. live chat: Which is right for you?
- Switching from live chat to messaging
But if I'm understanding correctly, messaging replaces chat? If we have messaging enabled and a customer starts a chat, is that actually a message... or is it a chat? You can probably tell I'm a bit confused 😉
Ver comentario · Publicado 12 ago 2021 · Hannah Voice
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Hannah Voice hizo un comentario,
Hi there. This article says "If enabled, agents and visitors can send and receive attachments via Chat." but this article says "Customers cannot currently attach files to messaging conversations." Could you please confirm? Thank you!
Ver comentario · Publicado 10 ago 2021 · Hannah Voice
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Hannah Voice creó una publicación,
TL;DR We would like for our replies from Zendesk to be a reply on the tweet we're actually responding to as opposed to the original tweet.
This Zendesk article mentions:
If the ticket was created from a tweet mentioning your Twitter account name (for example @Zendesk), then your reply from within Zendesk will be a reply tweet, threaded to the senders original mention.
We would really like for our replies from Zendesk to be a reply on the tweet we're actually responding to, rather than the senders original mention. We often have conversations on Twitter that go back and forth multiple times, and our responses then end up appearing completely out of order on Twitter. It makes it virtually impossible for somebody to follow along in Twitter itself.
This Community post is along similar lines, but there wasn't a conclusion. For clarity, we are referring to public tweets rather than DMs.
I believe this is a Zendesk limitation rather than a Twitter API limitation, as we haven't had this issue with other platforms we've used to respond to tweets.
Publicado 02 mar 2021 · Hannah Voice
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