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Abraham K.
Adhésion le 16 avr. 2021
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Dernière activité le 31 mai 2023
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Dernière activité effectuée par Abraham K.
Abraham K. a créé un article,
Symptôme
Je veux activer la fonctionnalité de conversations annexes et je ne vois pas l'option permettant de l'activer dans le centre d'administration. Quelle est l'exigence d'abonnement pour activer les conversations annexes ?
Étapes de résolution
Les conversations annexes sont disponibles dans les éditions Suite Professional et supérieures. Pour en savoir plus sur les éditions Suite et les fonctionnalités actuelles de Zendesk Suite, consultez l'article : À propos des types d'édition Zendesk Suite
S'il manque l'option d'activation des conversations annexes, il est possible que votre compte Zendesk utilise une ancienne version qui nécessite le module supplémentaire Collaboration pour accéder à cette fonctionnalité. Pour en savoir plus, consultez l’article : À propos des anciens modules supplémentaires pour les produits Zendesk
Traduction - exonération : cet article a été traduit par un logiciel de traduction automatisée pour permettre une compréhension élémentaire de son contenu. Des efforts raisonnables ont été faits pour fournir une traduction correcte, mais Zendesk ne garantit pas l’exactitude de la traduction.
Si vous avez des questions quant à l’exactitude des informations contenues dans l’article traduit, consultez la version anglaise de l’article, qui représente la version officielle.
Modification le 05 sept. 2023 · Abraham K.
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Abraham K. a créé un article,
Question
Quelle est la différence entre la fusion et les threads de tickets ?
Réponse
La fusion de tickets consiste à combiner manuellement des tickets existants. Une fusion de tickets est fréquente lors de la création de deux tickets avec le même problème. La fusion de tickets crée un commentaire dans les deux tickets indiquant l'événement fusionné et le statut Clos du ticket fusionné. Pour en savoir plus sur la fusion des tickets, consultez l'article : Fusion de tickets.
Il y a les threads de tickets lorsqu'une mise à jour par e-mail entrant est automatiquement appliquée à un enregistrement de ticket spécifique dans le cadre d'une conversation en cours. Si la mise à jour d'un ticket ne vous semble pas adaptée à la conversation, consultez l'article : Pourquoi les e-mails sont-ils intégrés au mauvais ticket ?
Traduction - exonération : cet article a été traduit par un logiciel de traduction automatisée pour permettre une compréhension élémentaire de son contenu. Des efforts raisonnables ont été faits pour fournir une traduction correcte, mais Zendesk ne garantit pas l’exactitude de la traduction.
Si vous avez des questions quant à l’exactitude des informations contenues dans l’article traduit, consultez la version anglaise de l’article, qui représente la version officielle.
Modification le 30 mai 2023 · Abraham K.
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Abraham K. a ajouté un commentaire,
If the email is somehow entered incorrectly notification of this depends on the server for the email domain. Some will send a "bounce-back" message advising that you have contacted an invalid email address, and if this does happen you would find that message in the Suspended view as it would be detected as an automated sending system (and thus suspended to prevent looping automated responses). You can find out more about this here: https://support.zendesk.com/hc/en-us/articles/4408834888730-Common-issues-with-email-deliverability
If you get most of your traffic by web form submissions from your users the most effective way of making sure typos or blatantly incorrect emails are not getting into your system is to require email verification as a part of the submission process. This is just a simple message sent to the address of the submitting user asking them to confirm that the email address is correct and they have access to the account. Once a user profile has the email verified they are not asked to perform that action on future contact with your system. You can find out more about this option here: https://support.zendesk.com/hc/en-us/articles/4408886752410-Verifying-an-end-user-s-email-address
I hope this helps!
Afficher le commentaire · Publication le 06 nov. 2021 · Abraham K.
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Afficher le commentaire · Publication le 28 oct. 2021 · Abraham K.
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Abraham K. a ajouté un commentaire,
Hi Amelia: Unfortunately the Twitter handle information from the contact details in a User profile do not populate into search information at all at this time.
Afficher le commentaire · Publication le 28 oct. 2021 · Abraham K.
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This may be where building a ticket view would be more reliable for the post-4:30 workflow as that will display all active information in your system without requiring alteration of the ticket data, as opposed to system triggers which would only shift tickets if they received an active update during the "off hours" portion of a programmed schedule.
Afficher le commentaire · Publication le 27 oct. 2021 · Abraham K.
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Because time definitions are relative based on timezone there are no direct automation conditions which reference clock time for activation. Automations also only run once an hour at the start of the hour so there is no guarantee that the automation will start processing exactly at a specified time.
You would likely be best served creating a ticket view that allows your agent that is monitoring things after 4:30 pm full visibility to tickets regardless of who is assigned to the ticket. This would allow them to see items which still require responses, have replied outside after 4:30 pm, and not disrupt ticket ownership when staff are back the next day.
Another option is to have an office schedule (see https://support.zendesk.com/hc/en-us/articles/4408842938522-Setting-your-schedule-with-business-hours-and-holidays) set with hours ending at 4:30 pm and a trigger that activates if you are outside of Office Hours when a ticket is updated by a customer response. You could have the action on this be assigning the ticket to your agent directly, or just sending them an email update to check the ticket. However, this would only apply to tickets that receive an update when you are outside of business hours and not ticket that have been unanswered or are waiting on action before office hours end.
I hope this helps!
Afficher le commentaire · Publication le 26 oct. 2021 · Abraham K.
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Abraham K. a ajouté un commentaire,
An indefinite reminder set for a specific interval would not be possible as that sort of function would be too easily exploited or just misconfigured to create spam traffic from our systems. You can modify the automations to have a larger number of reminders, but there must be a finite number of business hours between the last interaction from the customer and when the events run. The best practice under our current logic and ticket structure is define a point where the ticket will get closed out from non-communication and if they reply after that point our system will be able to build a new Follow-Up ticket that links back to the older request in the system.
Hope this helps you understand things a bit better!
Afficher le commentaire · Publication le 26 oct. 2021 · Abraham K.
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Abraham K. a ajouté un commentaire,
Hi Patrick,
"Immediate" is a bit inaccurate. Automations run one at a time, checking all non-closed tickets in your system one entry at a time. In a small database this could take less than 30 seconds to do the full run. But as a ticket database gets larger, and as you add more automations, this checking period has the potential to get longer. While this use of a "gap break" trigger may not be needed for most cases and may not be needed if you have limited ticket traffic now, down the road you might run into edge cases that slip through and cause confusion without a trigger like this in place.
Abraham K. | Customer Advocate
Afficher le commentaire · Publication le 22 sept. 2021 · Abraham K.
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Abraham K. a ajouté un commentaire,
Hi Patrick,
You've got a logic there that I think has a lot of promise, though there is a strong potential for a timing gap with how you have it written. The gap is a potential for between the activation of automation 1 and 2 the end-user may reply in on the open ticket while the tag is present, then it would return to Pending automatically and cause a potential miss. Adding in a trigger that would detect an end-user update while that tag is present and then clear the tag could break this potential automation gap.
I hope this helps!
Abraham K. | Customer Advocate
Afficher le commentaire · Publication le 21 sept. 2021 · Abraham K.
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