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Nick S

Incorporación 17 may 2024

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Última actividad 12 ene 2025

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35

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Última actividad de Nick S

Nick S hizo un comentario,

Comentario de la comunidad Feedback - Apps and integrations (Platform)

Hi Andres, thank you for sharing that, however we do not use Zapier and ideally would like a workflow that doesn't rely on another third party.

Ver comentario · Publicado 09 ene 2025 · Nick S

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ComentarioZendesk messaging

Agreed on Jahns' point above, our agents have ended a Messaging ticket, and through omnichannel routing settings unassigns the ticket, which then can't be re-assigned through omnichannel routing settings. 

 

We're seeing the same results of ‘stranded’ Messaging tickets which are no longer being routed if they have been unassigned, despite agents having availability and capacity. 

Ver comentario · Publicado 20 dic 2024 · Nick S

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Comentario de la comunidad Feedback - Reporting and analytics (Explore)

+1 on this. As our queues grow it would be helpful to see the exact tickets in queue and their order within said queue. 

Ver comentario · Publicado 15 dic 2024 · Nick S

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ComentarioZendesk messaging

Hi team, what is the suggestion to manage large outliers in expected wait time which are inaccurate. We are seeing large expected wait times of several hours when most tickets are responded to within a few minutes. 

Ver comentario · Publicado 27 nov 2024 · Nick S

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ComentarioTicket basics

Is there any way to see beyond the 20 most recent pages/help centre articles viewed?

Ver comentario · Publicado 25 nov 2024 · Nick S

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ComentarioMeasuring success

+1 on Rubens point. We'd like the positive rating to the at the top, but we don't have the ability to change the order. 

Ver comentario · Publicado 07 nov 2024 · Nick S

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Comentario de la comunidad Feedback - Chat and Messaging (Chat)

Spot on, Brayden - with the old Zendesk Chat we had the ability to block by IP Address which was a handy feature. Although  it didn't stop people from using a VPN for a different IP address it was still a greater deterrent than just an email address/private window which is very easy to do. 

Ver comentario · Publicado 06 nov 2024 · Nick S

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Comentario[ARCHIVE] Documentation

I'd love if we could get the UK English as an option for our bot instead of just US English. Is this something which could be added in a future update?

Ver comentario · Publicado 28 oct 2024 · Nick S

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Comentario de la comunidad Feedback - Ticketing system (Support)

Following - this would be handy. Moving tags to the bottom of the screen with skills, or having the field collapsable gives a lot more real estate to the more important ticket aspects. Hiding tags altogether isn't an ideal solution. 

Ver comentario · Publicado 17 oct 2024 · Nick S

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ComentarioMeasuring success

Hi Tetiana, yes I see the comment in the ticket events within Agent Workspace, however I know agents would love to be able to see this feedback where it used to be; at the top of the ticket underneath the satisfaction provided. Bit more visible compared to changing to events view. 

Ver comentario · Publicado 16 oct 2024 · Nick S

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