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Dante Zanoni
Incorporación 24 nov 2021
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Última actividad 23 feb 2024
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Última actividad de Dante Zanoni
Dante Zanoni hizo un comentario,
Hello I've added this filed and trigger and still have no option to text back even though they call, and I did check the box for that form not sure what i am doing wrong.
Dante
Ver comentario · Publicado 09 dic 2022 · Dante Zanoni
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Dante Zanoni hizo un comentario,
Can the end user or customer see email side conversation?
Ver comentario · Publicado 20 sept 2022 · Dante Zanoni
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Dante Zanoni creó una publicación,
We in our organization use Zendesk for Health Care/Social Services. When a customer reaches out, we ask them what their preferred channel of communication is, when they submit a ticket via our website. Some Say they prefer to be texted, even though they reached out via web or email.
It would be very helpful to have "text" as a reply option in any channel someone reaches out to us in, especially if they request that as the proffered channel of communication.
Need text as option here
Thank You
Dante Zanoni Program Manager, The Connection Initiative.
Editado 16 sept 2022 · Dante Zanoni
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Dante Zanoni hizo un comentario,
If a Contributor submits a ticket, and they are sent a CSAT, are thy able to give feedback or will access be denied like that of an Agent or Light Agent?
Thank you
Dante Zanoni
Ver comentario · Publicado 14 jun 2022 · Dante Zanoni
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Dante Zanoni hizo un comentario,
If I stick myself in that group of Light Agents as an Agent, they will still get notification of the ticket correct, via their email? Which in turn allows them to log into the platform?
Ver comentario · Publicado 09 dic 2021 · Dante Zanoni
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Dante Zanoni hizo un comentario,
Hello,
Right now I am the sole agent with many light agents, as we start this new programs.
If create a group of only light agents, can I assign a tickets to them, Or do you have to have an Agent in that group as well?
Thanks
Dante
Ver comentario · Publicado 09 dic 2021 · Dante Zanoni
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Dante Zanoni hizo un comentario,
Thank you Cheeny,
I am familiar with some of the permissions of light agents. I guess my question is; Is there any way to have a side conversation where myself, as the sole agent assigned to the ticket, is able to privately talk with whomever I'm having side conversation with, so no other followers, cc's, or any light agents that may be in group that was assigned the ticket can see the side conversation?
Sorry this sounds bit confusing.
Thanks
Dante
Ver comentario · Publicado 29 nov 2021 · Dante Zanoni
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Dante Zanoni hizo un comentario,
So light agents are able to log into platform to see ticket thread even if they were not assigned the ticket. I only assigned the ticket to myself and no other group. I only cc'd some light agents through public reply. Some of the cc'd agents were able to log in to the platform through email, some could only reply through email thread. Bit confusing
Ver comentario · Editado 24 nov 2021 · Dante Zanoni
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Dante Zanoni hizo un comentario,
Is there anyway to have a private side conversation with either the end user or one of the light agents within the ticket so all other cc'd light agents aren't able to see it? I've tried side conversation using email, and assigned ticket to just myself as the sole agent, and cc'd other light agents. Any and all Light agents where able to see the side conversation email.
Ver comentario · Publicado 24 nov 2021 · Dante Zanoni
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