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Bill Reed

Adhésion le 13 mai 2021

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Dernière activité le 19 nov. 2024

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Dernière activité effectuée par Bill Reed

Bill Reed a ajouté un commentaire,

CommentaireTeam members and groups

You say “Do not use this feature if you are currently using Chat, messaging, or Talk.” Can you elaborate on this? Why doesn't it work/shouldn't we use it? Is there some alternative if we're trying to keep certain agents to a certain brand?

Afficher le commentaire · Publication le 29 oct. 2024 · Bill Reed

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CommentaireHow to fix issues in Zendesk messaging

We would prefer to set this to “Forget” to avoid other users from seeing sensitive information inside someone else's messaging conversation. 

 

However, if a bot is set up an provides a link to an article, and the customer clicks it-- the article opens in a new tab. And if it's set to “Forget,” the messaging/bot conversation starts over instead of continuing on said tab.

 

Is there a way around this? Like a means of having links to the Help Center or other pages of our website open in the same tab? 

Afficher le commentaire · Publication le 05 juin 2024 · Bill Reed

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CommentaireSlack integration

Does creating a trigger that utilizes the Notify by > Zendesk integration > Slack integration Action now require the Admin role to create?

 

I had a user who created them before but recently was no longer able to do so, or even see the existence of the Slack integration, until I switched their role to Admin.

Afficher le commentaire · Publication le 03 avr. 2024 · Bill Reed

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Bill Reed a ajouté un commentaire,

CommentaireLive chat agent guide

Sati Olasz Hiedi Kysther

I realize your issue was from nearly 2 years ago, but I have agents reporting the same problem. "It looks to them that they are Online, but when they refresh the browser they are Invisible." We're also using Agent Workspace.

Was there a solution to this problem?

Afficher le commentaire · Publication le 22 févr. 2024 · Bill Reed

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Bill Reed a créé une publication,

Publication Feedback - Chat and Messaging (Chat)

Currently, if a user is suspended in Zendesk Support, they can still request a chat on our website, but this chat will never route to an agent, nor does it create a ticket. And in Agent Workspace, our agents cannot pick it up manually from the Visitors List.

There are situations where a user may have been incorrectly suspended automatically by the system, for example, and we'd still like some way to know they tried to contact us. But even if users were legitimately suspended, it still makes no sense for them to be able to open chats. They will then sit in queue forever, trapped in a limbo where they can't reach an agent. This makes it look like we have poor customer service. But agents will likely never be aware this chat was attempted.

We would like these users to either be prevented from starting a chat altogether, or for us to be able to have a chat trigger directed to suspended users, or some kind of notification sent to them automatically.

Publication le 26 oct. 2023 · Bill Reed

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Bill Reed a ajouté un commentaire,

CommentaireSetting up Zendesk Chat

I am trying to test a trigger based on "When a visitor has loaded the chat widget" but nothing is happening.

Is this because of our widget settings in Support? In that it tries to deflect via a Help Center search and then displays the contact form?

Afficher le commentaire · Publication le 20 oct. 2023 · Bill Reed

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Bill Reed a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We just found out this was the case-- been pulling my hair out trying to fix it, and it turns out it's baked into the system. It would be great if all comments would come through!

Afficher le commentaire · Publication le 18 mai 2023 · Bill Reed

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Bill Reed a ajouté un commentaire,

CommentaireTicket customization

Is there a reason why Light Agent is not one of the Role conditions for these fields?

You can set to Agent, Admin, or End User. If set to Agent, Light Agents do not appear in the list.

Afficher le commentaire · Publication le 17 mai 2023 · Bill Reed

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CommentaireGlobal security and user access

Sorry if a silly question, but: will changing the account owner also change the account owner on any existing Sandboxes?

Afficher le commentaire · Publication le 04 mai 2023 · Bill Reed

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Bill Reed a ajouté un commentaire,

CommentaireSetting up Zendesk Chat

What role (in Support or Chat) is required to create or modify a chat trigger? Does it need to be an Admin?

Afficher le commentaire · Publication le 27 févr. 2023 · Bill Reed

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