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Anton M.

Adhésion le 15 avr. 2021

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Dernière activité le 12 sept. 2022

Zendesk Partner (OAPPS)

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Dernière activité effectuée par Anton M.

Anton M. a ajouté un commentaire,

Commentaire de la communauté Feedback - Apps and integrations (Platform)

At the moment the best way is to use Zendesk API (+ Zendesk apps or some backend script) to pull additional information. In the  Ticket.Audit you can get SunCo Conversation ID. Then you can use SunCo ConversationID to pull additional information via Smooch API.
Tho Zendesk is rolling out a feature to pass ExternalD

Afficher le commentaire · Publication le 12 sept. 2022 · Anton M.

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Anton M. a créé une publication,

Publication Feedback - Chat and Messaging (Chat)

Agents should be able to preview videos and listen audio files without leaving agent workspace.

In our case customer send us many DMs with videos showing issues they have with delivery.

When agents use native social media tools they can view videos or listen to audio files right within conversation. In Zendesk they have to spent time opening files in the new  browser tab. 

We think using Zendesk should not degrade agents performance. We waste ~40 man hours hours daily because of this missing feature.

Publication le 08 mars 2022 · Anton M.

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Anton M. a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

7 years have passed. There is still no way to manage bounces. How come, Zendesk?

I would suggest to flag comments that were not delivered in some way.

Afficher le commentaire · Publication le 15 févr. 2022 · Anton M.

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Anton M. a ajouté un commentaire,

CommentaireUsing AI agents for messaging

Can you share a tip, how to make bot to react properly to the conversation start? 
When we start conversation in a web widget, the bot reacts proactively so users can see icebreakers options straight away. 

Yet when using social messaging, the bot does not start by itself, so conversation starts like that: 
1. User: Hello! 
2. Answer bot: Sorry I do not understand. Please rephrase or
(Start Over) 
3. User: Start Over 
4. Answer Bot: Please choose your issue (billing) (other)

Is there a way, for the bot to skip to the root tree element (4) when receiving greeting from user or even start proactively in Twitter and other channels, that support it?

Afficher le commentaire · Publication le 01 févr. 2022 · Anton M.

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Anton M. a ajouté un commentaire,

Commentaire de la communauté Developer - Zendesk APIs

Pavlo Zaporozkyi have you received any feedback about CCAPI usage along with messaging? 
My current understanding is that you need to get SunCo to add bots to messaging.

Afficher le commentaire · Publication le 01 févr. 2022 · Anton M.

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Anton M. a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

upvoting. having 2 weeks №52 in one year is a mess (Jan from previous year + Dec for current)  .
In our internal reports I've created a new custom metric as a workaround. 

Here is calculated attribute code, that works for ticket creation week and year. It uses the fact, that first day of the week only exists in 1 year, + some formatting, so the text field will sort correctly. 

If WEEK_NUMBER_MONDAY(START_OF_WEEK_MONDAY([Ticket created - Timestamp]))<10 then 
String(Year(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
+"-0"+String(WEEK_NUMBER_MONDAY(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))

else
String(Year(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
+"-"+String(WEEK_NUMBER_MONDAY(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
endif


PS you may need to use WEEK_NUMBER_SUNDAY if your weeks start on Sunday. 

Afficher le commentaire · Publication le 25 janv. 2022 · Anton M.

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Anton M. a ajouté un commentaire,

Commentaire de la communauté Feedback - Apps and integrations (Platform)

That’s a phone number where Zendesk staff can contact you in case of emergency with your app or integrations.

Afficher le commentaire · Publication le 14 nov. 2021 · Anton M.

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Anton M. a ajouté un commentaire,

Commentaire de la communauté Feedback - Chat and Messaging (Chat)

SunCo is a great tool, but additional cost will be too steep for many customers and they may choose to switch to 3dparty chats/bots.

It’s a pity Zendesk doesn’t offer solution to have persistent chat and bots integrations out of the box.

Afficher le commentaire · Publication le 09 avr. 2021 · Anton M.

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Anton M. a créé une publication,

Publication Feedback - Chat and Messaging (Chat)
Every customer we speak have plans or already use chatbots built specific for their needs in-house or by numerous bot providers. Messaging is lacking an option to connect 3d party bots. Every other product have this feature embedded. We feel the feature should be part of Suite plans.

Publication le 08 avr. 2021 · Anton M.

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Anton M. a ajouté un commentaire,

Commentaire de la communauté Feedback - Apps and integrations (Platform)

The issue is resolved
Now Zendesk shows the "Account is Locked" message

Afficher le commentaire · Publication le 06 avr. 2021 · Anton M.

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