Steve Lacoss

1. Objects and rules
2. ...
3. Workflows
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. Enabling 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

1. Agent guide
2. Ticket automation and collaboration
3. Enabling and disabling suggested macros

We are a longtime Zendesk customer and are halfway through our busy season with thousands of macros used in the past 7 days alone. but the button to turn it on still says we do not have enough macr...

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• Steve Lacoss
• Création 3 mai 2022 19:26
• 0 vote

1. Zendesk updates
2. Announcements
3. An easier way to see upcoming SLA breaches

We have 10 minute SLA timers on our SMS messages.  This upgrade is not going to help with those.

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• Steve Lacoss
• Création 7 avril 2022 19:03
• 1 vote

1. Communauté
2. Feedback - Reporting and analytics (Explore)
3. Limitations for Messaging reporting in Agent workspace

I too am waiting for the above metrics to be available in explore, especially the SLA timers in views and tickets.  As far as missed conversations in messaging, I created a trigger that on will add...

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• Steve Lacoss
• Modifié 17 mars 2022 17:46
• 4 votes