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Rolf Hayes
Incorporación 22 feb 2022
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Última actividad 28 ene 2025
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Última actividad de Rolf Hayes
Rolf Hayes hizo un comentario,
Hello Shawna James
What would make it an exciting year is to bring this back on plan for this year. As others have said, we're not looking for lots of innovation with AI and fancy developments; we just want some simple features to be added to help us provide better customer service. AI is all well and good, but good customer service is still done in person by humans and AI is still a long way from being personable.
Perhaps Zendesk could provide some good customer service to their customers like we are trying to do to ours by using your system. Seems a bit of a paradox to me.
Scott Allison look forward to your comments on this too as we were really looking forward to having it this year.
Ver comentario · Editado 28 ene 2025 · Rolf Hayes
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Rolf Hayes hizo un comentario,
I just wanted to express my thanks to everyone here. We've set up our own webhook and trigger for internal comments on a ticket where we need a clear prompt for agents as a warning for a particular org.
Ver comentario · Publicado 03 ene 2025 · Rolf Hayes
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Rolf Hayes hizo un comentario,
Just wanted to express my thanks too, for all here. Just set up our own webhook and trigger for internal comments on a ticket where we need a clear prompt for agents as a warning for a particular org.
Ver comentario · Publicado 03 ene 2025 · Rolf Hayes
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Rolf Hayes hizo un comentario,
I couldn't agree more Julian
Brett Bowser Ashwin Raju can you provide any feedback for your customers? I think we've been very patient.
Ver comentario · Publicado 26 nov 2024 · Rolf Hayes
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Rolf Hayes hizo un comentario,
Stéphane Bahraoui I feel your pain and the apparent lack of product management and dev team addressing some very old requests by ZD customers that should be very simple, yet almost daily there are announcements of some AI-related new releases. I feel ZD should get some of the simple functionality developed that was requested years ago. Split tickets is only one of them. Consider, customised fields in the search view, URL-type custom field, Custom statuses for different support groups/agents.
In the meantime I've found the Split ‘n’ Close app has worked well for us. You may find the free plan is sufficient for your needs.
Link to the app in ZD Marketplace:
Ver comentario · Publicado 22 nov 2024 · Rolf Hayes
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Rolf Hayes hizo un comentario,
Thanks Jorn I've managed to get this to work well now and through some test tickets and this API call you mentioned above it works well. It is always just the same user ID that we need to remove so answers the above questions I had. Thanks again for your help in solving our challenge.
Ver comentario · Publicado 16 oct 2024 · Rolf Hayes
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Rolf Hayes hizo un comentario,
Jorn thanks for your advice and API recommendation for CC'd users. Does this work for followers too? Do I need to amend the API code for a follower as opposed to CC? I haven't tried this yet, hoping to later today.
Ver comentario · Publicado 08 oct 2024 · Rolf Hayes
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Rolf Hayes hizo un comentario,
Peter Hochstrasser Joel Cohen 4 years for a response or development seems consistent with other ZD development suggestions from their customers and users. At least Zendesk is consistent even if consistently slow.
I'm the CS world as you suggest 4 years is an eternity. We have to measure response times in hours otherwise we loose customers.
Please Zendesk. Respond to the needs of your customers quicker. We implore you.
Ver comentario · Publicado 01 oct 2024 · Rolf Hayes
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Rolf Hayes hizo un comentario,
ERIC C the first condition is for tickets in the Solved status
The second condition will include any ticket with a status of Solved or any custom statuses that you've created within the Solved category.
See “Ticket statuses” in your admin side of your Zendesk instance.
Ver comentario · Publicado 31 jul 2024 · Rolf Hayes
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Rolf Hayes hizo un comentario,
Hello Loc Mai
As Dianne has confirmed there isn't a time-based condition for triggers. Triggers run at the time of ticket update, Automation can be set to run a certain amount of time after an update or event.
My suggestion is to use a combination of triggers and automation with a tag for the 60 minute aspect.
Trigger 1: - Add a tag (for example “create_60min”) to the ticket when it is created.
Automation: Remove the tag, when hours since created is more than 1.
Trigger 2: - Ticket is updated with a comment and ticket contains tag “create_60min”.
Hope this helps.
Ver comentario · Publicado 01 jul 2024 · Rolf Hayes
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