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James Persson

Adhésion le 17 avr. 2022

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Dernière activité le 29 mai 2022

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Dernière activité effectuée par James Persson

James Persson a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Amisha Sharma SharmaThis is what I currently do but doesn't work for CC and it's really not good enough for security in my opinion.

Often that panel collapses and easy to not open it for ages.

Being able to see the CC's in the email area is crucial so I know where the emails are actually going when communicating with clients and other 3rd parties that get looped in by myself or the client.

Afficher le commentaire · Publication le 29 mai 2022 · James Persson

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James Persson a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Or implement the mobile app below, but I think my suggestion above should help a lot before the potential Talk app comes along, as you can forward it to an assistant who can try to transfer to other lines or ask the right questions to make a new ticket.

https://support.zendesk.com/hc/en-us/community/posts/4409222561562-Zendesk-Talk-Mobile-App

Afficher le commentaire · Modification le 28 avr. 2022 · James Persson

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James Persson a ajouté un commentaire,

CommentaireHow to get help with phone call problems in Talk

Done I'd encourage anyone interested in having more than one number for forwarding to go support my post below with a comment and bump.

https://support.zendesk.com/hc/en-us/community/posts/4564383785114-Agent-forwarding-is-limited-to-one-phone-number-

Afficher le commentaire · Publication le 28 avr. 2022 · James Persson

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James Persson a créé une publication,

Publication Feedback - Voice (Talk)

Currently, agent forwarding is limited to one phone number. 

Would be great if there was a toggle for other numbers instead of having to manual delete and re-enter each time you swap your number.

Real-life example:

Forwarding calls to personal mobile when outside the office or when busy to 3rd party assistant's phone number.

How I imagine the UI to look.

Modification le 28 avr. 2022 · James Persson

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James Persson a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

I ran a test you can close the tab and open a fresh one to clear the banner but you have to train yourself to remember this workaround.

Afficher le commentaire · Publication le 28 avr. 2022 · James Persson

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James Persson a ajouté un commentaire,

Commentaire de la communauté Q&A - Talk and text

Is anyone able to help or advise on MMS in Australia?

If I've ported a number in will it continue to receive MMS in Twilio connected to Zendesk in Australia?

Afficher le commentaire · Publication le 28 avr. 2022 · James Persson

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James Persson a ajouté un commentaire,

CommentaireSetting up and using Text

Suggest showing greyed out images showing if a mobile line has MMS capability or not. Or check boxes showing ticked or crossed etc.

Afficher le commentaire · Publication le 21 avr. 2022 · James Persson

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James Persson a créé une publication,

Publication Q&A - Talk and text

When sending images to a mobile number purchased from Zendesk as a temporary line I've enabled it for images but no images are coming through when sent.

Text messages do come through, but how do you know if someone has only sent an image to your mobile number? and it doesn't notify the other person who sent the image that it has failed?

What's the go with the text feature?

Edit: I tested a PDF file and it failed on the sender side which is better than showing it sent.

Edit 2:

Okay found the issue looks like a purchased a mobile number without MMS, suggest making this more clear to the user when they go to get a number, perhaps a faded image or checkboxes showing enabled and disabled features.

The next problem is when I went to get a new mobile number it appears MMS is not available for Australia? is it possible to get an MMS mobile number in Australia?

What about Australian numbers porting in as I interpreted the porting of the number would keep MMS enabled?

Suggest updating this article with more info related to regions and what is capable.

https://support.zendesk.com/hc/en-us/articles/4408885904922-Adding-and-managing-Text-numbers

Modification le 21 avr. 2022 · James Persson

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James Persson a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Agree I hate having to find the ticket ID's to merge them, I can't understand why I cant just checkbox two tickets from the view and whichever one is selected first is merged into the other ticket or vice versa. 

Unique to Sara's situation above I don't want the requester to receive any email that their ticket was merged unless I tell the system to notify them.

From a web agency perspective sometimes I merge error messages sent from websites with client communication so all the data for the problem is on the one ticket, but I don't need to email the client that I've merged this data 99% of the time.

The biggest frustration is having to manually find the ticket ID which does not always show in the suggested list if it's from a different domain or email etc.

I know there is paid merge addon, but Zendesk is already pretty expensive I think this should be a core feature of the support plan.

Afficher le commentaire · Modification le 20 avr. 2022 · James Persson

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James Persson a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Had problems with this as well, there is workaround by working a certain way but pretty frustrating when bullets don't want to co operate.

Afficher le commentaire · Publication le 20 avr. 2022 · James Persson

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