Steve Lacoss

1. Communauté
2. Zendesk Suite Q&A
3. Identifying a VIP Organization On The Ticket

Another thing you could do to show agents that the account is VIP in addition to the subject line would be to set up your views to reflect whether the VIP field in the organization is checked or no...

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• Steve Lacoss
• Création 28 septembre 2023 17:09
• 0 vote

1. Communauté
2. Feedback - Chat and Messaging (Chat)
3. Reading Bot Conversations that don't transfer to agent

There is a Zendesk Dashboard for Answer bot. When creating your flows, make sure to make each option selection possesses an unique title even if copied from another flow.  This will allow you to tr...

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• Steve Lacoss
• Création 3 août 2023 21:45
• 0 vote

1. Communauté
2. Feedback - Chat and Messaging (Chat)
3. Reading Bot Conversations that don't transfer to agent

Hi Jeremy, I believe that this is not possible because a ticket is not created until transferred to an agent, which means you are not able to view the bot interaction in advance.  What I did was se...

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• Steve Lacoss
• Création 24 juillet 2023 19:36
• 0 vote

1. Zendesk updates
2. Announcements
3. Announcing plan-based product limits for images in Guide

I had to read this twice - thought it said Plant -based at first. 

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• Steve Lacoss
• Création 20 avril 2023 21:32
• 1 vote

1. Objects and rules
2. ...
3. Workflow recipes and best practices
4. Workflow recipe: Automatically closing tickets created by abandoned calls

This is great for abandons in voicemail and in IVR, but it is our policy to call back those who abandon in the call queue. Fortunately, when the call is abandoned in the queue, a tag is added to th...

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• Steve Lacoss
• Création 21 février 2023 15:52
• 0 vote

1. Agent guide
2. Ticket basics
3. Zendesk Support search reference

Hi Mic, If the template has a Label (keyword) added to it that is unique to the template, it should apply that label every time the template is used to create an article

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• Steve Lacoss
• Création 7 octobre 2022 21:06
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Workaround for not being able to add Organization to Ticket

Emily,  here is what i did. I created a macro to add a tag to the ticket. upon submit a trigger will create the organization using whichever field you want.  We chose customer email field. This tri...

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• Steve Lacoss
• Création 23 août 2022 23:08
• 0 vote

1. Agent guide
2. Ticket basics
3. Zendesk Support search reference

Hannah Ehrlich, You can create a QC view that will show tickets not assigned to groups. 

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• Steve Lacoss
• Création 5 août 2022 22:05
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Please undo the change that opens the chat constantly now

I was told that it only will do that if there are previously unread messages.  I suggest opening each unread message and it will stop popping up.

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• Steve Lacoss
• Création 24 juin 2022 21:47
• 0 vote

1. Messaging
2. ...
3. Zendesk messaging
4. Allowing customers to continue their conversation over email

Pakruti,  You may want to check the Zendesk schedule associated with the business hours flow that is triggering.  It may be associating a different schedule than what you are using for operating ho...

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• Steve Lacoss
• Création 19 mai 2022 18:46
• 0 vote