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Aleksandrs Galiullins's Avatar

Aleksandrs Galiullins

Incorporación 24 ago 2022

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Última actividad 02 oct 2024

Zendesk Customer Care

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Última actividad de Aleksandrs Galiullins

Aleksandrs Galiullins hizo un comentario,

ComentarioEnd-user guide for Help Center
Hi Bill,
 
Currently, there is no option for adding attachment into community post, and we are aware of this feature request from our users as far as I understand right from this related discussion I have found here Attachments in Community.
 
In addition, I encourage you to leave your Voice there, as conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

Ver comentario · Publicado 22 may 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins hizo un comentario,

ComentarioTicket management
Hi Raida,
 
You can remove the mentioned text by updating the appropriate trigger called "Notify requester of new proactive ticket" which is responsible for proactive ticket notification. For reference "About the standard Support triggers".
 

Ver comentario · Publicado 14 may 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins hizo un comentario,

Comentario de la comunidad Q&A - Tickets and email
Hi Tami,
 
Unfortunately, there is no special placeholder for displaying user's or agent's name only in chat shortcuts as mentioned in this post:
"Can I create a shortcut in chat for only a visitor's first name".

Ver comentario · Publicado 09 may 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins hizo un comentario,

ComentarioTicket basics
Hi Elizabeth,
 
I'm afraid that it could not be removed or disabled, since it's a system designed functionality. However, I'd recommend for you to post a feature request to our Product Feedback forum here. Our Product Team reviews this forum regularly and it has inspired many of the enhancements we've made to Zendesk over the years.

Ver comentario · Publicado 01 abr 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins hizo un comentario,

ComentarioHow to manage social messaging channels
Hi Gina,
 
An agent should assign a ticket to themself for answering to Instagram Direct ticket by pressing "Take it" and "Submit" buttons there.
Only assigned agent can join to Instagram Direct conversation as mentioned in the related article: "Agents are unable to respond to an Instagram Direct message". 
 
If an agent would like to go down to the next line in a message, please use "Shift+Enter", instead of pressing "Enter" button.
 
Regards
Aleksandrs

Ver comentario · Publicado 01 abr 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins hizo un comentario,

ComentarioTicket management
Hi Ashley,
 
If an incoming email was suspended with the reason "automated response email", it could be related to that there is a specific header in incoming email that cause the issue as described in this article about causes of suspension.
 
It is recommended that sender works with their IT/Email Admin and see if there is a specific header showing to automated email that can be removed from their email server side before it gets forwarded to Zendesk.

Ver comentario · Publicado 01 abr 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins hizo un comentario,

Comentario de la comunidad Developer - Zendesk APIs
Hi Persistent Dev,
 
I was able to update organization fields as in your example/scenario, please see the attached screenshot as example.
Further clarification is needed in your use case, what type of the fields "org_1" and "org_2" (text, milti-line or drop-down) is used?


 
I'm going to open a support ticket with you about your issue, where we can collobarate further.
 

Ver comentario · Publicado 27 nov 2023 · Aleksandrs Galiullins

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Aleksandrs Galiullins creó un artículo,

ArtículoRecetas de Explore

Disponible en los planes Suite Professional y superioresDisponible en los planes Explore Professional y superiores

En esta receta de Explore, aprenderá a crear un informe que muestre el número promedio de tickets por organización.

Lo que se necesita

Nivel de habilidad: Principiante

Tiempo necesario: 10 minutos

Cómo crear el informe en Explore

  1. En Explore, haga clic en el icono Informes ( ).
  2. En la biblioteca de informes, haga clic en Nuevo informe.
  3. En el Seleccionar un conjunto de datos página, haga clic en Support > Support - Ticketsy luego seleccione Iniciar informe. El generador de informes se abrirá.
  4. En el panel Métricas, haga clic en Agregar.
  5. En la lista de métricas, elija Tickets > Tickets y Usuarios y organizaciones > Organizaciones y seleccione Aplicar.
  6. Haga clic en la métrica Organizaciones que acaba de agregar y cambie el agregador a D_COUNT.
  7. En la barra lateral derecha, haga clic en Manipulación de resultados ( ).
  8. Seleccione Cálculo de métrica de resultadosy luego Agregar nueva métrica.
  9. En el Nombre , asigne a la métrica un nombre como Tickets por org.
  10. En el Fórmula ingrese o pegue la siguiente fórmula para mostrar los tickets por organización:
    Count(Tickets) / D_Count(Organizations)
  11. Haga clic en Agregary luego haga clic en cualquier lugar fuera del menú abierto.
  12. Haga clic en Tipo de visualización () y seleccione Tabla.

Screenshot_2023-09-20_at_13.52.35.png

Para obtener más información, consulte el artículo: Informes sobre los datos de usuarios y organizaciones con Explore

Editado 14 nov 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins hizo un comentario,

ComentarioSalesforce integration
Hi William,
 
We have the article about synchronization when there is Parent/Child account structure in Salesforce.
 
Hopefully that helps!

Ver comentario · Publicado 24 ago 2022 · Aleksandrs Galiullins

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