Thomas de Silva

1. Comunidad
2. Feedback on Talk
3. Availibility for Callback Option in IVR!

Hi Pete N. So basically callback the callback is enabled when using IVR if you have enabled it on the number. The only thing is the that is not is the default callback message. So you need to inclu...

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• Thomas de Silva
• Creación 10 de noviembre de 2020 06:32
• 0 votos

1. Comunidad
2. Feedback on Talk
3. Blind/Cold Transfers

Celia   Sorry, no updates yet. Rohan Gupta Can you shed some light on this?   #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Creación 31 de julio de 2020 06:13
• 0 votos

1. Comunidad
2. Talk Q&A
3. Ad hoc phone closure

Hi Jay McCormack If you are on the enterprise plan you have the possibility to create several schedules. Then you can create a dedicate schedule for Talk and use this in the routing settings. Whene...

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• Thomas de Silva
• Creación 18 de junio de 2020 06:04
• 0 votos

1. Support
2. ...
3. Tickets
4. HTML and Markdown used in dynamic content does not render in trigger emails or agent signatures

Hi guys.   The fix Patricia Pérez-Hinojosa suggested works, but please be aware. There can be no underscores in the DC string name, that won't work.   #helpsome regards,Thomas de Silva Zendesk Cons...

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• Thomas de Silva
• Creación 18 de marzo de 2020 12:27
• 1 voto

1. Support
2. ...
3. Agent guide for Support
4. Using macros to start side conversations (Collaboration add-on)

Hi Brett Bowser  Do you know if a fix for "Only plain text is supported at this time. You cannot add rich text formatting or images" is on its way? It would be nice to be able to use e.g. pictures ...

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• Thomas de Silva
• Creación 3 de febrero de 2020 06:13
• 0 votos

1. Comunidad
2. Talk Q&A
3. Has the "Missed Calls" handling changed?

Hi Wolf Hilbl   Can you please tell me if you have callback or voicemail enabled? If a customer hangs up the call is not categorized as "missed".   #helpsome regards,Thomas de SilvaZendesk Consulta...

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• Thomas de Silva
• Creación 20 de enero de 2020 06:05
• 0 votos

1. Comunidad
2. Talk Q&A
3. Has the "Missed Calls" handling changed?

Hi Wolf Hilbl   Can you please check if "Create ticket for abandoned calls?" is still enabled for all your numbers?   #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Creación 17 de enero de 2020 10:27
• 0 votos

1. Comunidad
2. Support Q&A
3. Solved Tickets Approval

Hi Opeyemi Alonge   Can you describe the workflow a bit more detailed? E.g. What should happen when agent solved for approval. Do you need to send communication to end-user or can the message to en...

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• Thomas de Silva
• Creación 15 de enero de 2020 07:45
• 0 votos

1. Comunidad
2. Support Q&A
3. Trigger to set drop down field value based on value in numeric field

Hi JoAnne Wells. It is not possible to check for the value in a numeric field in Triggers.   What you could do is to replace the numeric field with a dropdown field containing the required number r...

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• Thomas de Silva
• Creación 15 de enero de 2020 07:27
• 1 voto

1. Comunidad
2. Support Q&A
3. Is there a way to display tickets with the same requests from the same users?

Hi Maksim Ugolnikov.   Please take a look at these 2 apps: User Data Show Related Tickets   #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Creación 15 de enero de 2020 07:13
• 1 voto