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bgoossens

Incorporación 16 oct 2021

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Última actividad 22 nov 2021

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bgoossens hizo un comentario,

ComentarioCustomer management and profiles

Article is not up to date (new admin section).

How can I enable agents to create end users?

Ver comentario · Publicado 22 nov 2021 · bgoossens

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ComentarioUsing AI agents for messaging

Is it possible to disable the chat bot in the messenger?

Is it also possible to enable dynamic content for messenger? Automatic translations are just not good enough. Looks silly from customer point of view. 

Ver comentario · Publicado 04 nov 2021 · bgoossens

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Comentario de la comunidad Q&A - Objects, workspaces, and rules

Hi, what is the best way to trigger the API target (put) to change the requester?

I would also like to change the requester of an incoming ticket based on the phone number that is provided in the title of the ticket. Our Voip solution automatically creates tickets for everyone taken phone call. 

Ver comentario · Publicado 20 oct 2021 · bgoossens

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bgoossens creó una publicación,

Publicación Developer - Zendesk Apps Framework (ZAF)

We face an obstacle when integrating the authenticate that Zendesk support suggest for custom apps. We always getting 422 error code (Unprocessable Entity) with any api we call when enabling the secure:true which is documented in zendesk support website. Does someone has an explanation why this is happening?

The error message is: “failed to get installation and oauth information for app”

https://developer.zendesk.com/documentation/apps/app-developer-guide/using-the-apps-framework/#encoding-and-sending-json-web-tokens

We understand that you can't get the authenticated user token within the Custom App, currently the App framework's client.request() method supports supports encoding and sending JSON Web Token (JWT) that should suffice to authenticate and authorize the Agent on your back-end.

Publicado 15 sept 2021 · bgoossens

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ComentarioTicket automation and collaboration

That's correct, thanks. This makes side conversations a better solution.

What is also possible is to assign the ticket to a group of light agents. You can make groups of light agents as long as there is one real agent part of the group. 

 

 

Ver comentario · Publicado 24 ago 2021 · bgoossens

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ComentarioTicket automation and collaboration

Thanks. By setting triggers where condition comment = private I should be able to set some proper notifications. 

If i assign a ticket directly to an agent and subsequently I make a internal note, then it arrives also as a TO mail (due to trigger set). Or will it arrive as a CC when I allocate it to a group of agents?

 

 

Ver comentario · Publicado 23 ago 2021 · bgoossens

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ComentarioTicket automation and collaboration

In the situation that all my colleagues have access to zendesk (as light agents) why should I use side conversations instead of internal notes?

Ver comentario · Publicado 23 ago 2021 · bgoossens

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ComentarioFormatting and customizing your email

Yes it makes no sense at all to do it like this and it is insane that its not possible to change this.

Also, the welcome email is triggered from an action in the helpcenter of the brand, so the system should know where the end user is coming from. 

 

 

 

Ver comentario · Publicado 05 jul 2021 · bgoossens

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ComentarioFormatting and customizing your email

Hi Audrey, the subject of the welcome email has the following format: "[account name] welcome email".

The account name is in our case the name of the parent company which has multiple brands. I had to change the account name to "[]" just to make sure that not the name of the parent company is shown in the title of the welcome email to end users of "Brand X "

Anyway, the welcome email reflects as such not the brand name, so I don't understand your comment. 

Ver comentario · Publicado 05 jul 2021 · bgoossens

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Comentario de la comunidad Feedback - Ticketing system (Support)

Same need. In addition, the brand used in the title is even incorrect!

Ver comentario · Publicado 01 jul 2021 · bgoossens

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