Mike
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Activité récente par Mike-
@... good job :-) By the way, you can just paste placeholders into a comment in a ticket to see how it works in your environment.
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Hi @... Correct. Automations can't send SMS, so we had to combine it with a trigger. However, I didn't understand your problem exactly. We simply use the placeholder {{satisfaction.rating.url}} in ...
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We were not able to transfer an ongoing chat from one agent to another agent. Afterwards we found out that we have to activate the group for live chat under chat/agent#departments. From my point of...
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Hi @... Good point. I've been thinking about that, too. You can define two rules in the automation for the CSAT by adding the channel as a condition. Then there is one automation per channel. For e...
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Hi @... There is a way by combining a new ticket field (send SMS for ex.), an automation and a trigger: Automation Trigger Unfortunately, the {{satisfaction.rating_url}} is very long. This dri...
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Super Tipp {{ticket.created_at | date: "%d/%m/%Y"}} :-))
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@... we have set up SSO in our sandbox by setting the configuration under [yoursandboxaccount].zendesk.com/admin/security/sso
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Hi there, You can configure an automation in this case if you know the customers e-mail-adress from another conversation or from another source such as your CRM. Please make sure that your privacy ...
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We woud really appreciate to track IVR interactions to improve the customer journey in this channel. 50% of our interactions are on phone. So it is still the most important channel.
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Hi @... Maybe you have a direct contact to give us same more information about plans to release such a feature. Best, Michael