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Ran Geller

Adhésion le 16 oct. 2021

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Dernière activité le 24 oct. 2022

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Dernière activité effectuée par Ran Geller

Ran Geller a créé une publication,

Publication Feedback - Ticketing system (Support)

The Salesforce integration (data sync) breaks from time to time, and it would be super helpful to get a notification when that happens.

 

Publication le 24 oct. 2022 · Ran Geller

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Ran Geller a ajouté un commentaire,

CommentaireHelp with apps and integrations

I was able to get it fixed by disconnecting and reconnecting the Salesforce integration.

It is frustrating that the integration breaks from time to time, and I am not getting any notification about it.

Afficher le commentaire · Publication le 23 oct. 2022 · Ran Geller

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Ran Geller a ajouté un commentaire,

CommentaireWeb Widget documentation

After implementing end-user authentication, we experience the same situation - the end-user email is not captured.

It is annoying as it is impossible to switch from messaging to email and have unread messages automatically emailed when the end-user leaves the messaging session.

To overcome this, we configured the external_id to have the email, and the agent must copy it when hovering over the authentication badge and then update it in the end-user profile. 

What is the ETA for removing this limitation?

 

 

 

 

 

Afficher le commentaire · Publication le 16 juin 2022 · Ran Geller

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Ran Geller a ajouté un commentaire,

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

Hi Zendesk,

Your Support team told me that the new conversation button and the My conversations list view are custom work from Zendesk side (not out of the box).

What is the plan to add it to the product? It is a Critical functionality (and the evidence is that Zendesk did some custom work to add this functionality.)

In intercom this functionality is out of the box...

Afficher le commentaire · Modification le 10 mai 2022 · Ran Geller

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Ran Geller a ajouté un commentaire,

CommentaireTicket customization

Thank you, Eric!.

Is there a plan to add this functionality to the feature?

Any idea how can I automatically update agent-only fields during/after a ticket was created from the help center contact support form?

Ran 

 

 

Afficher le commentaire · Publication le 24 juin 2021 · Ran Geller

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Ran Geller a ajouté un commentaire,

CommentaireTicket customization

Hi,

Is it possible (using this feature) to prefill custom ticket fields that are for agents only? (NOT editable for end-users).

Thanks!

 

 

Afficher le commentaire · Publication le 09 juin 2021 · Ran Geller

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