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Leonardo Santos

Incorporación 07 jul 2022

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Última actividad 13 dic 2024

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Última actividad de Leonardo Santos

Leonardo Santos hizo un comentario,

ComentarioWeb Widget documentation

Is there any plan to make “Advanced customization” available for the Web Widget (Messasing) and allow editing of the default form on opening, pre-filling and hiding fields, etc. as it is in the Web Widget (Classic)?

Ver comentario · Publicado 10 oct 2024 · Leonardo Santos

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ComentarioDocumentação sobre o Web Widget

Existe alguma pretensão de disponibilizar a “Personalização avançada” para o Web Widget (Messasing) e permitir a edição do formulário padrão ao abrir, pré-preenchimento e ocultação de campos, etc. como é no Web Widget (Classic)?

Ver comentario · Publicado 10 oct 2024 · Leonardo Santos

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Comentario de la comunidad Feedback - Community Forums (Gather)

Hi SRIRAJVJ!

 

Thanks for your comment!

 

This fix only works if you use a custom theme and it doesn't work for my use case.

 

I use the Copenhagen theme without customization to receive updates without any code update, so hiding the conditional fields by some native setting would be essential for me.

Ver comentario · Publicado 12 ago 2024 · Leonardo Santos

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Leonardo Santos creó una publicación,

PublicaciónZendesk EAP - New Article Editor in Guide

Gostaria de reportar um bug que está ocorrendo quando utilizado o novo editor de artigos do Guide.

Caso as notificações do site estejam habilitadas no navegador, sempre que o novo editor é aberto para criar/editar um artigo uma notificação está sendo enviada conforme os prints abaixo:

Notificações habilitadas 

Exemplos de notificações:

Editado 07 ago 2024 · Leonardo Santos

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Leonardo Santos hizo un comentario,

Comentario de la comunidad Português do Brasil Comunidade

Oi João Figueiredo ,  boa tarde! 

 

Acredito que o mais próximo disso seria o EAP de tempo de espera estimado que a Zendesk anunciou recentemente.

 

Sobre informar o número de atendimento, no meu caso de uso com WhatsApp utilizo um gatilho para notificar um webhook do SunCo e enviar a mensagem informando o ID do ticket quando ele é criado.

Ver comentario · Publicado 10 jul 2024 · Leonardo Santos

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Leonardo Santos creó una publicación,

Publicación Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.].

I would like to be able to use liquid markup in agent aliases. For security reasons, we use a generic alias name for some services and some of our agents provide support for more than one group/segment.

 

What problem do you see this solving?

For agents who work in multiple groups, it will be possible to customize how the end user will see the agent's name in cases where it is necessary to use a generic name.

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

Where an agent that supports multiple groups/segments is assigned to a ticket. Without this functionality, the agent alias needs to be extremely generic.

 

Are you currently using a workaround to solve this problem? (If yes, please explain)

I need to use a generic agent alias.

 

What would be your ideal solution to this problem? How would it work or function?

With liquid markup enabled for agent aliases, it would be possible to include conditions according to the ticket group name or ticket brand name assigned to the agent.

 

Publicado 17 jun 2024 · Leonardo Santos

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ComentarioUsing Built by Zendesk apps

Fernando Bueno realizei alguns testes com WhatsApp e o filtro "phone:55…" só funcionou se o número estiver cadastrado no usuário com o ínicio “+55…”

Ver comentario · Publicado 06 jun 2024 · Leonardo Santos

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Leonardo Santos creó una publicación,

Publicación Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.].

I would like to be able to change the email address for triggering notifications to the user via automations/triggers. I have more than one email address configured for multi-brands and some are for exclusive use by certain groups and when I need to notify a user via email, the message is sent via the brand's default email and not the correct one for the group.

What problem do you see this solving?

With this option to select the correct email for the notification, the end user would not be surprised to receive an email from an address they do not know as the default contact address.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

After migrating a department from another CRM to Zendesk, the end users who contacted that department expressed dissatisfaction with receiving notifications from a different email address. They also expressed confusion regarding which email address was the correct one to contact.

Are you currently using a workaround to solve this problem? (If yes, please explain)

No. Zendesk support team informed me that unfortunately, I cannot choose which support address will be used for ticket responses with notifications via automations/triggers.

What would be your ideal solution to this problem? How would it work or function?

I would like to when adding the "Notifications: User email" action in automations/triggers, in addition to the "Email subject" and "Email body" options, it would also be possible to select the "Email sender", which will show all configured email addresses in Zendesk Support (perhaps separated by brands, like the "Select an Address" app).

Publicado 24 ene 2024 · Leonardo Santos

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Leonardo Santos hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi Dane!

When will it be possible to edit ticket fields with this feature in the future?

This is the main issue we are have here, tickets with incorrect brands, group assigned and forms, directly affecting the metrics extracted in Explore.

Ver comentario · Editado 17 nov 2023 · Leonardo Santos

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Comentario de la comunidad Feedback - Ticketing system (Support)

Critical functionality! Especially for custom status in the "Solved" category, as agents are already used to selecting the last option.

The ability to restrict the visibility of custom statuses by group and brand is essential, not all groups/brands use the same ticket classification flow.

 

Ver comentario · Publicado 16 nov 2023 · Leonardo Santos

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