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Daniel

Incorporación 07 mar 2023

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Última actividad 07 may 2024

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Última actividad de Daniel

Daniel hizo un comentario,

ComentarioBuilding reports

Looping back on this! 

 

Thanks

Ver comentario · Publicado 26 abr 2024 · Daniel

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ComentarioBuilding reports

Are these reversed? I.e. are these Metrics not correctly lined-up with their definitions? 

 

Ver comentario · Publicado 19 abr 2024 · Daniel

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ComentarioThird party and social messaging channels

Re

Instagram Direct supports direct messages, story replies, and story mentions. It does not support comments.

No mention of Reels comments or mentions.

Does "does not support comments", includes comments on Reels? Does the Instagram channel support reel mentions?

Ver comentario · Publicado 26 ene 2024 · Daniel

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

Aaron We left it as-is I'm afraid  :^] 

Ver comentario · Publicado 26 ene 2024 · Daniel

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Daniel hizo un comentario,

ComentarioEnd-user guide for Help Center

Hello! 

I was wondering if anyone could provide me with information on how to proactively affect the search results given a specific type of input. 

Context: 

Looking at the "Searches with no results (Top 5)" section of the a Help Center dashboard, I noticed that there a number of people who are entering their order numbers into the search field. 

Often this is an attempt at finding tracking info about their order. 

If there were any way to provide, say, articles with a certain label (probably "tracking" in this case) or treat number entries as searched for "Tracking" or "Where is my order" if someone types in a number into the search field that would be great. 

Ver comentario · Publicado 10 may 2023 · Daniel

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Daniel creó una publicación,

Publicación Feedback - Chat and Messaging (Chat)

Using the Messaging widget, after the Messaging session times out (10 minutes with no activity) the requester is sent an email with a transcript of the conversation they had with support. 

This email is handy in at least two ways:

  • It (obviously :^] ) provides a transcript of the session the guest had with AnswerBot and/or a support agent
  • Replying to the transcript email adds that reply, as an email message, to the ticket that was created by the Messaging session, thereby preserving the conversation, and allowing the requester/guest to continue the conversation they started via Messaging, in a different channel (email). 

It's not a pretty email :^] and is hard to read.

It does not identify its source very well (I can see a requester/guest wondering where this email came from for at least a short time after receiving it)

And, as formatted, it does not reveal the feature/benefit mentioned in the latter bullet point above.

I'd like to control the formatting of that email — the Messaging transcript email — so that I can 

  • Modify the aesthetic of it and make it easier to read
  • More explicitly indicate who the email is from and why the requester/guest is getting it 
  • Communicate that replying to the email will add to and continue, via email, the conversation started via the messaging channel

It sounds like this is not possible from what I've been told but would love it if it were and to know if there are any workarounds that might make it possible now.

One feature that I thought would make it possible is the "Using the via condition in triggers and automations with Chat/Messaging transcripts" capability that was added in November of last year: 

https://support.zendesk.com/hc/en-us/articles/5145976085274?page=1#comment_5474524138010

If anyone knows how to utilize that feature to reformat the Messaging transcript email, please let me know — I've tried to use the feature to do so twice now, with no success. 

Editado 09 mar 2023 · Daniel

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ComentarioHow to fix issues in Zendesk messaging

Are we able to utilize this condition to specify a modified format for Messaging-transcript-email ticket updates? 

Ver comentario · Publicado 08 mar 2023 · Daniel

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ComentarioSetting up Zendesk Chat

Is there a template for the chat transcript email? 

Ver comentario · Publicado 07 mar 2023 · Daniel

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