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Vincent Aditya's Avatar

Vincent Aditya

Incorporación 23 may 2023

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Última actividad 14 may 2024

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RESUMEN DE LA ACTIVIDAD

Última actividad de Vincent Aditya

Vincent Aditya creó una publicación,

Publicación Feedback - Help Center (Guide)

Hello I would like to ask if its possible for me to copy and paste one brand's help centre? 
So my situation is right now i have 1 help centre active, and I want to create a new help centre under a different brand, The contents are mostly the same so I was wondering if its possible to just duplicate the help centre so I can just rename the 2nd one instead of making a new one?

Publicado 14 may 2024 · Vincent Aditya

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Vincent Aditya creó una publicación,

Publicación Q&A - Chat, messaging, and widgets

Hello, I would like to inquire about the sound notifications in our website's integrated live chat feature. We have integrated a live chat shortcut from Zendesk to our website, and it has an option to turn on sound notifications. However, when our agents reply to a question, there is no sound notification, only when bots reply. Is this normal? Please fix this issue.

Publicado 19 feb 2024 · Vincent Aditya

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Vincent Aditya hizo un comentario,

ComentarioBuilding reports

Hello,
I have a question regarding the "engaged with bot" metric in our Zendesk system. Currently, every user who contacts us is directed to the answer bot, so logically, all of them should be counted in the "engaged with bot" metric, right? However, when we analyze the data, we've noticed that some customers who contact us are not included in the "engaged with bot" metric. I'm curious to understand why this discrepancy exists and why these customers are not being counted.

Ver comentario · Publicado 13 jul 2023 · Vincent Aditya

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Vincent Aditya hizo un comentario,

ComentarioLive chat agent guide

Hello, I would like to ask. Does the amount of shortcuts you have correlate with the performance of Zendesk on PC? For example if we have thousands of shortcuts does it affect the lagginess or overall performance of Zendesk?

Ver comentario · Publicado 05 jul 2023 · Vincent Aditya

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Vincent Aditya hizo un comentario,

ComentarioTeam members and groups

Hello Lisa Kelly
Thank you for your reply, We are a professional account, but we have un-ticked the agents can delete the ticket box and yet our agents can still delete tickets and mark them as spam. Is there another way to do it ?

Ver comentario · Publicado 20 jun 2023 · Vincent Aditya

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Vincent Aditya hizo un comentario,

Comentario de la comunidad Q&A - Chat, messaging, and widgets

Hello Samir, 

Thank you so much for your reply, I will be anticipating the ticket for this problem. And regarding the bell icon I am glad that it is in the works since it is quite annoying to be having to manually check and see the bell icon 

Ver comentario · Publicado 15 jun 2023 · Vincent Aditya

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Vincent Aditya hizo un comentario,

ComentarioTeam members and groups

Hello, I want to ask regarding the limitation of access. I want to limit my agent's access so they cannot delete a ticket no matter what. But without changing their ability to reply to tickets, use tags, and edit user notes.

We wanted to create a custom role but we are unable to do so as the options are not available in our end 

Ver comentario · Publicado 07 jun 2023 · Vincent Aditya

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Vincent Aditya creó una publicación,

Publicación Q&A - Chat, messaging, and widgets

Hello, I would like to ask about the "more" tab in messaging that occurs when you are taking 8 or more tickets at the same time. A bit of context, we are using a live chat and integrating it with messaging. So there are a lot of times when our agents have to chat with more than 8 customers at once and for the 9th and so on customers, the tab will push the 1st chat to the "more" tab. 

Now this has proven quite troublesome for us since there are quite a few unfortunate things that come with the "more" tab. 
1. Sometimes tickets that are in the "more" tab don't have any chime on them which makes it difficult for us to know if the customer has replied or not 
2. Sometimes tickets that are in the "more" tab don't show the red alert that the ticket has been replied to. Making it difficult for us to keep track of customers' replies. 
Is this a known problem on zendesk or is there something that can make this happen?, 

The second question is for the "bell" icon on messaging. The bell icon functions as a notification when customers have replied to a ticket that is solved or a ticket has been assigned to you but there is no chime on it which makes it very difficult for our agents. Especially during breaks, the customer will have replied and we wouldn't know since there is no chime or sound that plays if a notification occurs. 
are there any plans in zendesk to add a chime or sound for this notification?

Publicado 30 may 2023 · Vincent Aditya

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Vincent Aditya creó una publicación,

Publicación Q&A - AI and automation

Hello, I have a bit of an issue. Our services currently use 4 languages and we want all 4 languages to be available in our answer bot. We have tried using the auto-translate function Zendesk provided but found that the automatic translation is very unsatisfactory. Is there any other way for us to make our bots able to speak in 4 different languages and how can we prevent the bot from speaking a language different than the our customer's language?

Publicado 23 may 2023 · Vincent Aditya

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