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Gabriel Manlapig

Adhésion le 16 avr. 2021

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Dernière activité le 21 févr. 2025

Zendesk Customer Care

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Dernière activité effectuée par Gabriel Manlapig

Gabriel Manlapig a ajouté un commentaire,

Commentaire de la communauté Discussion - Tips and best practices from the community
Hi Jeff,
 
Indeed, at present, Macros for support requests can addressed with a singular, standardized response or action. This approach conserves agents' time and effort by eliminating the need for manual responses to multiple customers experiencing the same issue or question.
 
For reference, please see below article:
 
Creating macros for repetitive ticket responses and actions
 
We hope that helps you!

Afficher le commentaire · Publication le 21 févr. 2025 · Gabriel Manlapig

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Gabriel Manlapig a ajouté un commentaire,

CommentaireTicket management

Hi Sean,

As long as the highlighted field is a Drop-down, it is supported to be added into the formatting option columns in views. As mentioned in this article, “Multi-select fields are not supported.”

I hope that answers your question. Thank you!

Afficher le commentaire · Modification le 13 févr. 2025 · Gabriel Manlapig

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Gabriel Manlapig a ajouté un commentaire,

Commentaire de la communauté Q&A - Talk and text
Hi there,
 
Please be informed that the users' phone numbers are not configured within the trigger. However, they can be found on each individual user profile page. There are two requirements for Talk to be able to identify an existing user from their telephone number:
 
  • The number in the user's profile must be formatted with the internationally standardized E.164 format, for example, +16175551212. For more information, see the article: What are the accepted phone number formats for Talk?
  • The number must be marked as the user's direct line. Zendesk cannot identify a user if they are using a shared number.

Once this is all set up and the trigger fired to send an outbound SMS/Text to the selected group text, it will check all the users who have a valid direct line/phone number in their user profile to ensure the SMS outbound notification is sent.

Afficher le commentaire · Publication le 06 févr. 2025 · Gabriel Manlapig

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Gabriel Manlapig a ajouté un commentaire,

Commentaire de la communauté Discussion - Tips and best practices from the community
Hi Colby,
 
There are no in-app notifications or administrator view of community posts in Gather. In order to receive notifications for community activity, you will need to "follow" every topic in your community, and you will then receive email notifications when users post.
 
The best workaround is to set up a Gmail account that can be dedicated to receiving notifications and then create a Help Center account with that email address and subscribe it to everything in your community. This way, you can use Gmail's labeling functionality to help track and manage your community conversations. 

Afficher le commentaire · Publication le 21 nov. 2024 · Gabriel Manlapig

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Commentaire de la communautéZendesk EAP - Entity detection
Hi Tobias,
 
Whenever installing an app, Zendesk specify app requirements for it and these can be viewed at https://{subdomain}.zendesk.com/api/v2/resource_collections.
 
It appears that the field you wish to change or modify is either mapped or automatically generated by one of your apps in Zendesk. You might need to contact the developer of that app to check on how they limit the ticket field customization / modification and if this can be changed.
 
We hope that helps, thank you!

Afficher le commentaire · Publication le 18 nov. 2024 · Gabriel Manlapig

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Commentaire de la communauté Q&A - Tickets and email
Hi AI,
 
It turns out that the hiccup you're experiencing is tied to the chat app you're using. We did some digging and found out that this is actually a known limitation with the Zendesk Agent Workspace and the Chat app. You can check out the details right here: Limitations in the Zendesk Agent Workspace.
 
Regarding that error message you're seeing – "An agent is talking to this customer. You can see a transcript of this conversation when they're done" – when you're trying to hop into a conversation with an offline message through the Zendesk Support mobile app, it's actually expected behavior. As it stands, our current setup doesn't support responding to Chat Agent workspace tickets in the Support app. It's a feature limitation we're dealing with.
 
What this means is, while you can't reply in real-time through the app, you'll definitely be able to view the transcript or message once the chat has wrapped up or if it's an offline or missed chat. I know it's not ideal, but that's the current state of play.
 

Afficher le commentaire · Publication le 17 nov. 2024 · Gabriel Manlapig

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Gabriel Manlapig a ajouté un commentaire,

Commentaire de la communauté Q&A - Tickets and email
Hi Mauro,
 
As mentioned in this article, when you receive more than 20 emails from the same user in the same hour, Zendesk will automatically suspend those emails. If you get over 40, then we outright reject those emails.
 
A core principle for Zendesk and the email channel is that it's designed for end-users to send email communication. Meaning, an email is supposed to be a channel for actual people to send emails, not just to receive system-generated or no-reply messages. Creating tickets via API will circumvent the 20 emails per hour limit, since API is the only channel where bulk ticket creation is supported.

Afficher le commentaire · Publication le 17 nov. 2024 · Gabriel Manlapig

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Gabriel Manlapig a ajouté un commentaire,

CommentaireCustom data
Community posts have already been addressed and answered, so no further action is required for this community ticket.

Afficher le commentaire · Publication le 17 nov. 2024 · Gabriel Manlapig

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Gabriel Manlapig a ajouté un commentaire,

CommentaireService Level Agreements (SLA), macros, and CSAT
Hi Elina,
 
SLA first reply time is calculated based on the public comment from the user / requester. If a ticket is created with a private comment, the SLA first reply time target will not start until the ticket gets a first public comment from an end user.
 
For reference, please see this article: Zendesk SLAs and first reply time
 
Just a quick note: there are instances when an end user responds to a closed ticket and wasn't part of the original conversation. In such cases, the follow-up ticket will receive a private comment instead of public comment, which means the SLA won't apply. To answer your question, I'm afraid this is an expected behavior and we don't have a trigger to fire the SLA badge to run.
 
Thank you!

Afficher le commentaire · Publication le 02 sept. 2024 · Gabriel Manlapig

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Gabriel Manlapig a ajouté un commentaire,

CommentaireEnd users and organizations

Hi Helen,
 

Based on the information in this article, to configure user mapping you will need to enter the email domains, separated with spaces (for example, organization1.com organization2.com).

We tried to use only the ‘co.uk’ or various other commercial domains with country codes, but unfortunately it did not work. I hope that answers your question. Thank you!

Afficher le commentaire · Publication le 05 août 2024 · Gabriel Manlapig

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