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Dane

Incorporación 16 oct 2021

·

Última actividad 03 jul 2024

Zendesk Engineering

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Última actividad de Dane

Dane hizo un comentario,

ComentarioWeb Widget documentation
Don't worry Chad. Our Product Team confirmed that it's already in the roadmap for this year.

Ver comentario · Publicado 29 ene 2024 · Dane

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Comentario de la comunidad Q&A - Reporting and analytics
You can use Full or First resolution time - Business hours.

Ver comentario · Editado 26 ene 2024 · Dane

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Dane hizo un comentario,

ComentarioHow to solve issues with the email channel
Hi Mark,
 
Unfortunately, it's not possible. Our practice here is whenever such scenario arises, we create another ticket and set the correct expectation to our customers.

Ver comentario · Publicado 26 ene 2024 · Dane

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Dane hizo un comentario,

ComentarioSetting up Zendesk Guide
Our redirect rules are only for articles, community posts and sections.

Ver comentario · Publicado 26 ene 2024 · Dane

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Dane hizo un comentario,

ComentarioTicket automation and collaboration
There's no native way to do this.
 
Would you mind posting your use case to our Feedback on Support topic? This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!

Ver comentario · Publicado 26 ene 2024 · Dane

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Dane hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)
Hi Brian,
 
Can you post the same on this page Using generative AI to create call summaries (EAP)? This is to make sure our Product Manager will also have visibility on such feedbacks.

Ver comentario · Publicado 24 ene 2024 · Dane

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Dane hizo un comentario,

ComentarioWeb Widget documentation
Currently, phone number is not supported as well as numeric custom fields. 
 
What I did on my end, is to create a custom text field for phone number and have added a specific message on how to enter the correct format.
 

 
Afterwards, I have created a webhook for user update.
 
This is the endpoint I used: https://.zendesk.com/api/v2/users/{{ticket.requester.id}}.json
 
 

 
I have created a trigger using this endpoint.
 

 

 
This is the JSON Body:
 
{
"user": {
"phone": "{{ticket.ticket_field_}}"
}
}
 
The only issue here is the customer can make mistakes on entering the phone number.

Ver comentario · Publicado 24 ene 2024 · Dane

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Dane hizo un comentario,

ComentarioWeb Widget documentation
Hi Wahab,
 
Based on Messaging Metadata, it will only be added to new conversation or if the end-user have sent a message in existing conversation. Just in case you are experiencing an unexpected behavior, you can contact our support directly for further investigation.

Ver comentario · Publicado 22 ene 2024 · Dane

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Comentario de la comunidad Q&A - Sales CRM (Sell)
Hi Christian, 
 
Please contact our support directly and provide the necessary screenshots so that we can check it further.

Ver comentario · Publicado 20 ene 2024 · Dane

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Dane hizo un comentario,

Comentario de la comunidad Q&A - Sales CRM (Sell)
Hi Christian,
 
I see, the custom fields is only available on the Additional Fields category. It can only be organized based on the position of other custom fields.

Ver comentario · Publicado 20 ene 2024 · Dane

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