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Adhésion le 16 oct. 2021

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Dernière activité le 22 nov. 2021

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bgoossens a ajouté un commentaire,

CommentaireCustomer management and profiles

Article is not up to date (new admin section).

How can I enable agents to create end users?

Afficher le commentaire · Publication le 22 nov. 2021 · bgoossens

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CommentaireUsing AI agents for messaging

Is it possible to disable the chat bot in the messenger?

Is it also possible to enable dynamic content for messenger? Automatic translations are just not good enough. Looks silly from customer point of view. 

Afficher le commentaire · Publication le 04 nov. 2021 · bgoossens

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bgoossens a ajouté un commentaire,

Commentaire de la communauté Q&A - Objects, workspaces, and rules

Hi, what is the best way to trigger the API target (put) to change the requester?

I would also like to change the requester of an incoming ticket based on the phone number that is provided in the title of the ticket. Our Voip solution automatically creates tickets for everyone taken phone call. 

Afficher le commentaire · Publication le 20 oct. 2021 · bgoossens

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bgoossens a créé une publication,

Publication Developer - Zendesk Apps Framework (ZAF)

We face an obstacle when integrating the authenticate that Zendesk support suggest for custom apps. We always getting 422 error code (Unprocessable Entity) with any api we call when enabling the secure:true which is documented in zendesk support website. Does someone has an explanation why this is happening?

The error message is: “failed to get installation and oauth information for app”

https://developer.zendesk.com/documentation/apps/app-developer-guide/using-the-apps-framework/#encoding-and-sending-json-web-tokens

We understand that you can't get the authenticated user token within the Custom App, currently the App framework's client.request() method supports supports encoding and sending JSON Web Token (JWT) that should suffice to authenticate and authorize the Agent on your back-end.

Publication le 15 sept. 2021 · bgoossens

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CommentaireTicket automation and collaboration

That's correct, thanks. This makes side conversations a better solution.

What is also possible is to assign the ticket to a group of light agents. You can make groups of light agents as long as there is one real agent part of the group. 

 

 

Afficher le commentaire · Publication le 24 août 2021 · bgoossens

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bgoossens a ajouté un commentaire,

CommentaireTicket automation and collaboration

Thanks. By setting triggers where condition comment = private I should be able to set some proper notifications. 

If i assign a ticket directly to an agent and subsequently I make a internal note, then it arrives also as a TO mail (due to trigger set). Or will it arrive as a CC when I allocate it to a group of agents?

 

 

Afficher le commentaire · Publication le 23 août 2021 · bgoossens

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CommentaireTicket automation and collaboration

In the situation that all my colleagues have access to zendesk (as light agents) why should I use side conversations instead of internal notes?

Afficher le commentaire · Publication le 23 août 2021 · bgoossens

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CommentaireFormatting and customizing your email

Yes it makes no sense at all to do it like this and it is insane that its not possible to change this.

Also, the welcome email is triggered from an action in the helpcenter of the brand, so the system should know where the end user is coming from. 

 

 

 

Afficher le commentaire · Publication le 05 juil. 2021 · bgoossens

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CommentaireFormatting and customizing your email

Hi Audrey, the subject of the welcome email has the following format: "[account name] welcome email".

The account name is in our case the name of the parent company which has multiple brands. I had to change the account name to "[]" just to make sure that not the name of the parent company is shown in the title of the welcome email to end users of "Brand X "

Anyway, the welcome email reflects as such not the brand name, so I don't understand your comment. 

Afficher le commentaire · Publication le 05 juil. 2021 · bgoossens

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Commentaire de la communauté Feedback - Ticketing system (Support)

Same need. In addition, the brand used in the title is even incorrect!

Afficher le commentaire · Publication le 01 juil. 2021 · bgoossens

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