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Win Stacy
Adhésion le 13 mai 2021
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Dernière activité le 29 janv. 2025
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Dernière activité effectuée par Win Stacy
Win Stacy a ajouté un commentaire,
This feature is really needed for chat support in the agent workspace. Is there an ETA on when it will be provided?
Chat agents need to understand where the customers are chatting from at the beginning of the chat. To help provide the correct support related the country the customer is from. Yes, they can ask the customer for their location. But that is an extra question and wasted time. Especially because this detail was previously provided in the Chat app.
Zendesk Support's workaround, is to check the chat history (in the Chat Dashboard) once the chat is completed. This IS NOT a workaround. Once the chat is completed they would have already asked the customer for their location. The agent needs this information at the beginning of the chat not after it has ended.
Afficher le commentaire · Publication le 08 mars 2023 · Win Stacy
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Win Stacy a ajouté un commentaire,
Have the same use case. Agents are receiving emails to their personal work accounts, and most of these emails have others cc'd on them.
The agents are replying to the email and adding the support address. Which gets the conversation in Zendesk but the ticket requester is not correct.
Want to share the agent forwarding solution, but it doesn't support cc's.
Afficher le commentaire · Publication le 09 août 2022 · Win Stacy
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Win Stacy a ajouté un commentaire,
Gonzalo Rivero I know this has been a while, hopefully you figured it out. In case you didn't find this article, here is an article that should help address your question. https://support.zendesk.com/hc/en-us/community/posts/4409507047578-Solving-a-ticket-while-leaving-assigned-to-group
Afficher le commentaire · Publication le 08 juil. 2022 · Win Stacy
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Win Stacy a ajouté un commentaire,
Never mind, I read the article a little closer. I think I know what my mistake is
Afficher le commentaire · Publication le 01 avr. 2021 · Win Stacy
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Win Stacy a ajouté un commentaire,
I am trying to get the time spent on a ticket in a given month. The account as the Time Tracking app. I am using the Support Tickets Data Set, and I copied and pasted the Update handling time (min) formula. But Explore keeps giving me a error (and the formatting in the formula doesn't match the example. What am I doing wrong?
Afficher le commentaire · Publication le 01 avr. 2021 · Win Stacy
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