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Naomi Greenall's Avatar

Naomi Greenall

Incorporación 24 ago 2023

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Última actividad 06 feb 2025

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Última actividad de Naomi Greenall

Naomi Greenall hizo un comentario,

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

Arpan Nagdeve I thought that time based actions were available to messaging triggers. I've attached a screenshot of one but we haven't been able to get it to work correctly. Could this be the reason why?

Ver comentario · Publicado 06 feb 2025 · Naomi Greenall

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Naomi Greenall hizo un comentario,

ComentarioTicket management

If we recover the email from this list -- does it flag the requester as not spam for the future?

Ver comentario · Publicado 22 nov 2024 · Naomi Greenall

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Naomi Greenall hizo un comentario,

ComentarioViews, ticket status, and ticket fields

So setting the action Under Actions, add:
Ticket Set tags | follow_up will get rid of all the others tags? There is nothing else I would need to do outside of the recipe you sent? I would love some more information.

Ver comentario · Publicado 12 nov 2024 · Naomi Greenall

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Naomi Greenall hizo un comentario,

ComentarioZendesk messaging

I have the same questions as Mark and Elaine. Could we get some clarification on this? I just want to be able to block users like I would with email tickets.

Ver comentario · Publicado 04 nov 2024 · Naomi Greenall

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Naomi Greenall hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We just had this problem today. It said we had 1 conversation in queue but our view showed 4 conversations that were new. I am confused. 

Ver comentario · Publicado 09 oct 2024 · Naomi Greenall

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Naomi Greenall hizo un comentario,

ComentarioZendesk messaging

Still hesitant to set this up considering the wait times are needing to be setup a specific that isn't specified by Zendesk. Don't want to give our customers an experience like that. I'd rather them just be waiting without a time given yet, haha. But I do appreciate all of the suggestions

Ver comentario · Editado 09 oct 2024 · Naomi Greenall

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Naomi Greenall hizo un comentario,

ComentarioSelf-service best practices and recipes

Looking to enable the “Recommend articles” selection for my bot. How would this work into the current flows I have built out in bot builder? Will it suggest these first? I could just build a suggested articles step into my current flows but I'd rather use this feature. 

Ver comentario · Publicado 09 oct 2024 · Naomi Greenall

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Naomi Greenall hizo un comentario,

ComentarioZendesk messaging

Following so I can see the response Zendesk has to Zach Gilbert . I don't want to enable this if it is working the way Zach is describing right now. We are launching next week so it would be great to have this fixed or looked into by then. 

Ver comentario · Publicado 01 oct 2024 · Naomi Greenall

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Naomi Greenall hizo un comentario,

Comentario de la comunidad Discussion - Success with Zendesk

We have been using Qvasa to help achieve the original issue that was mentioned in the top of this post. Please let me know if you have any other questions!

Ver comentario · Publicado 26 ago 2024 · Naomi Greenall

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Naomi Greenall creó una publicación,

Publicación Feedback - Chat and Messaging (Chat)

Hi! Our team is preparing for the launch of messaging and we are trying to figure out how things will function in conjunction to each other.

My first concern is how Play Mode agents will end their messaging shift. We plan to have the agents apply a macro at the end of our business hours that moves tickets into a “Chats not answered” view. Then agents will change these messaging tickets to email tickets. But if they are in play mode they won't be able to click into a view without being redirected straight into a ticket. 

So we could use status's instead. Or routing. But I am not sure how that will work with all these other settings. I feel jumbled and a little lost. And most of the articles don't take into account other triggers/conditions that may interupt the flow.

Does anyone have any advice for how to set this up? We just want to have a good flow for ending shifts and getting a message out to our customers along the lines of “hey our chat is done for the day but we'll convert this to an email ticket”. 

Publicado 15 ago 2024 · Naomi Greenall

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