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Rositsa Pavlova

Adhésion le 16 avr. 2021

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Dernière activité le 19 févr. 2025

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Dernière activité effectuée par Rositsa Pavlova

Rositsa Pavlova a ajouté un commentaire,

CommentaireUsers, groups, and organizations

Hi,

 

The limitation of having only one end user per email address is a significant challenge for us as well. Our organization operates over 100 brands, and end users can be registered across multiple brands. If we activate Messaging, they would see all their tickets from every brand, rather than only those related to the specific brand they’re contacting.

Is Zendesk working on a solution to address this?

 

Thanks,

Rose

Afficher le commentaire · Publication le 19 févr. 2025 · Rositsa Pavlova

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Rositsa Pavlova a ajouté un commentaire,

CommentaireUsing legacy AI agent functionality

I have the same issue as Rafa D., where we use number of different brands and we wish the customers to be able to see conversations history only with the associated Brand. 

 

I was wondering if anyone has any work around this?

 

I think the best approach would be creating some sort of Master_ID, which may include couple of External_ID, based on each brand and emails used by the customer. 

 

Best regards,

Rose

Afficher le commentaire · Publication le 11 févr. 2025 · Rositsa Pavlova

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Rositsa Pavlova a ajouté un commentaire,

CommentaireMeasuring success

Hi,

 

I have an SLA in place for first reply time via Live Chat. However, I’ve noticed that if a chat is initially missed by Agent A, the SLA is breached, and when the chat is reassigned to Agent B, the breach is recorded against Agent B.

 

Is there a workaround to ensure that the SLA breach is not attributed to Agent B when it was missed by Agent A?

 

Best,

Rose

Afficher le commentaire · Publication le 29 nov. 2024 · Rositsa Pavlova

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Rositsa Pavlova a ajouté un commentaire,

CommentaireHelp with bots and automation

Hi, 

 

What happens if a customer uploads a file but the conversation isn’t escalated to an agent? Is there a way for managers to track whether an attachment was included during the customer’s interaction with the conversational bot?

 

Regards,

Rose

Afficher le commentaire · Publication le 30 oct. 2024 · Rositsa Pavlova

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Rositsa Pavlova a créé une publication,

Publication Feedback - Help Center (Guide)

Hi, 

 

We manage over 100 brands and aim to create a dedicated Help Center for each. Our current strategy involves utilizing Content Blocks for articles, subsequently posting these across all brands. However, we face a significant challenge: ensuring the brand name in each article dynamically corresponds to the appropriate brand. Presently, there is no placeholder functionality within Content Blocks for this purpose.

 

Due to the lack of placeholder support in Content Blocks, we are forced to manually update each article more than 100 times to reflect the correct brand name. This process is time-consuming, inefficient, and prone to errors. There is no existing workaround within Guide that allows us to streamline this task.

 

We request the implementation of placeholder functionality within Content Blocks that allows dynamic insertion of brand-specific information. This feature would enable us to create a single Content Block for an article and have placeholders that automatically replace with the corresponding brand name upon publication. For instance, an article titled "How to Contact Support on {{brand_name}}" would dynamically insert the appropriate brand name, resulting in "How to Contact Support on Brand 1" for Brand 1, "How to Contact Support on Brand 2" for Brand 2, and so on.

 

Benefits:

  1. Efficiency: Dramatically reduce the time and effort required to maintain and update Help Center articles across multiple brands.
  2. Consistency: Ensure uniformity and accuracy in the information provided to users across different brands.
  3. Scalability: Easily manage and scale Help Center content as the number of brands grows, without a proportional increase in maintenance efforts.
  4. User Experience: Provide a more personalized and accurate help experience for users, with brand-specific information seamlessly integrated into support articles.

 

Use Case:

  • Create a content block for an article template with placeholders (e.g., {{brand_name}}, {{contact_email}}).
  • When publishing the article, the placeholders automatically populate with the correct brand-specific information.
  • The article "How to Contact Support on {{brand_name}}" becomes "How to Contact Support on Brand 1" for Brand 1's Help Center, "How to Contact Support on Brand 2" for Brand 2's Help Center, etc.

Conclusion:

Implementing placeholder functionality within Content Blocks would be a game-changer for managing Help Center articles across multiple brands. It would optimize our content management processes, enhance accuracy, and provide a better experience for our users. We believe this feature aligns with best practices for content scalability and personalization, and we strongly advocate for its development and integration.

 

Thank you for considering this feature request. We look forward to your positive response and the possibility of seeing this enhancement in future updates.

 

Best regards,

Rose

Publication le 17 juin 2024 · Rositsa Pavlova

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Rositsa Pavlova a ajouté un commentaire,

CommentaireHow to troubleshoot issues with live chat

Hi,

 

I am currently using the URL as a trigger to change the Brand in a ticket. As outlined in this article however, the URL might be missing sometimes. I was wondering if anyone will be familiar if there is any way to use the ‘Visitor path’ information as an alternative in this case? 

Does anyone know if webhook and trigger can be used to achieve this and set Brand, based on the Visitor Path? 

 

Regards,

Rose

Afficher le commentaire · Publication le 01 mai 2024 · Rositsa Pavlova

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Rositsa Pavlova a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We find the Live chat file transfer very helpful, but we are considering turning it off again, because there is no filter for what content the agents will receive and we received explicit images. It's a shame that with today's technologies this is not something Zendesk can help with. 

Afficher le commentaire · Publication le 12 avr. 2024 · Rositsa Pavlova

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Rositsa Pavlova a ajouté un commentaire,

Commentaire de la communauté Discussion - Tips and best practices from the community

Hi Tipene,

 

I ran this just for short period of time and got one email with attachment where the ticket was correctly tagged with ‘’attachments_yes''.

 

Here is the webhook: 

 

And this is the attached trigger:

 

 

Regards,

Rose

Afficher le commentaire · Publication le 11 avr. 2024 · Rositsa Pavlova

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Rositsa Pavlova a ajouté un commentaire,

Commentaire de la communauté Discussion - Tips and best practices from the community

Hi Tipene Hughes ,

 

We use Agent Workspace but we haven't switched to messaging yet and we are still using the live chat option. 

Here is an example of what is happening:

Regards,

Rose

Afficher le commentaire · Publication le 10 avr. 2024 · Rositsa Pavlova

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Rositsa Pavlova a ajouté un commentaire,

Commentaire de la communauté Discussion - Tips and best practices from the community

Hi, 

 

Can you advise if this is an issue that anyone else is experiencing as well?

I was able to create webhook and trigger as shown above, but the issue that I am experiencing is that when a file is sent through Live chat, it seems like Zendesk doesn't consider that as ‘’attachment''. I tested that couple of times and when I check in the ‘Attachment Manager’ App, it says that there are no attachments, when a picture was uploaded via chat. 

 

All of the chat tickets (even those with pictures in them) are being tagged with attachements_no. 

 

Is there probably something that I am doing wrong?

 

Regards,

Rose

Afficher le commentaire · Publication le 05 avr. 2024 · Rositsa Pavlova

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