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PAUL STRAUSS

Adhésion le 15 avr. 2021

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Dernière activité le 27 nov. 2024

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Dernière activité effectuée par PAUL STRAUSS

PAUL STRAUSS a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

It's incredibly disappointing to see this pattern with Zendesk feature development, where critical features continue to get pushed aside for new cash grabs like AI. This feature is a basic function of ANY system that can generate emails and not having it has gotten us in trouble with some very important customers of ours. A simple misspelling in an email makes us look like we are ignoring our end users and impacts our CSAT and NPS scores. If Zendesk would take the time to prioritize and actually implement this feature it would have a meaningful impact on us and many other customers.

 

The fact that this has been floating around the forums for over a decade makes me think that there is no real interest in solving this for customers so Zendesk's higher-ups can focus the product and engineering teams on new services they can charge extra money for. Enough lip service about the feature being “worked on” and “prioritized" - give us a date when it will be delivered.

Afficher le commentaire · Publication le 27 nov. 2024 · PAUL STRAUSS

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PAUL STRAUSS a créé une publication,

Publication Q&A - Objects, workspaces, and rules

We have a trigger that is supposed to send an email and sets a tag that it checks so it doesn't run a second time. But let's say that the user doesn't have an email address in Zendesk yet. Does the trigger run and set the tag, or would it abort the entire trigger because there is no email yet? We would like the trigger to run on every ticket save until they have an email address - which may be added later than the initial ticket save. Then once they have an email, send the message and set the tag.

 

Is this possible?

Publication le 19 nov. 2024 · PAUL STRAUSS

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PAUL STRAUSS a ajouté un commentaire,

CommentaireBuilding reports

We recently transitioned from the old Chat widget to using Sunshine Conversations for our chats. Now, we don't see Chat duration in our Data Warehouse integration from Zendesk to Domo. Is there an API we can call to get chat duration information from Sunshine Conversations? Or is that not even possible because these are persistent chats now.

Afficher le commentaire · Publication le 10 oct. 2024 · PAUL STRAUSS

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PAUL STRAUSS a ajouté un commentaire,

CommentaireCall routing, greetings, IVR, and recordings

Do you think it is possible to use a trigger to call a webhook whenever a call recording is attached to a comment? That way we could automatically fetch new recordings for transcription as soon as they are created.

Afficher le commentaire · Publication le 04 oct. 2024 · PAUL STRAUSS

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PAUL STRAUSS a ajouté un commentaire,

CommentaireHow to manage subscriptions and billing for Talk and Text

We want to pull the voice recordings of our calls on Zendesk talk so we can run them through AWS Transcribe for voice transcription. Is this possible using the Talk Partner Edition API? And if so, does our Zendesk Enterprise Plus Subscription include access to this API?

Afficher le commentaire · Publication le 04 sept. 2024 · PAUL STRAUSS

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PAUL STRAUSS a ajouté un commentaire,

CommentaireHow to get help with phone call problems in Talk

We've had reports of sporadic issues where the dialer stops working, and the only solution is to close the browser and restart. Is this a known issue? Are there any other suggestions for how to prevent it from happening, as it is disruptive to our agents workflow when it happens.

Afficher le commentaire · Publication le 26 juil. 2024 · PAUL STRAUSS

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PAUL STRAUSS a ajouté un commentaire,

CommentaireWeb Widget documentation

Jennifer Rowe is there a way to change the brand associated with a messaging widget after initial creation? I have one that I need to route to a different brand than it was originally assigned to.

Afficher le commentaire · Publication le 12 juil. 2024 · PAUL STRAUSS

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PAUL STRAUSS a créé une publication,

Publication Q&A - Reporting and analytics

I've been asked to create a report (in our data warehouse) that identifies tickets that had a specific form filled out - however there are some tickets with multiple forms filled out and the specific form that they want to report on has no unique fields so I can't base the report on field values being filled in. It looks like the data that is available via API and our Domo connector includes what the currently-selected form is, as well as a list of all available forms. But is there any way to identify which forms have ANY data filled in on a ticket? I'm guessing no, but wanted to confirm.

Publication le 09 mai 2024 · PAUL STRAUSS

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PAUL STRAUSS a ajouté un commentaire,

Commentaire de la communauté Developer - Zendesk APIs

Update: The webWidget identify approach DOES work after all. The trick is that JavaScript must be executed AFTER the JavaScript src tag that loads the Script library.

Afficher le commentaire · Publication le 13 mars 2024 · PAUL STRAUSS

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PAUL STRAUSS a créé une publication,

Publication Developer - Zendesk APIs

I'm trying to figure out if there is any way to pre-populate the Name and E-mail address fields on the Pre-Chat and form that appears prior to a chat beginning (using the Web Widget (Classic). We'd also like to pre-populate these fields for users who attempt a chat after hours.

The API documentation does mention PreChatForm and OfflineForm setttings, but it appears to only allow for changing some display text.

https://developer.zendesk.com/api-reference/widget/settings/#prechatform

https://developer.zendesk.com/api-reference/widget/settings/#offlineform

Basically, I want to be able to do what the contact form API allows with pre-population of fields:

https://developer.zendesk.com/api-reference/widget/settings/#fields

 

I did find this recommended approach in another thread, but it doesn't seem to work:

Modification le 13 mars 2024 · PAUL STRAUSS

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