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Natalia Lutsevich

Adhésion le 04 janv. 2022

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Dernière activité le 20 juil. 2022

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Dernière activité effectuée par Natalia Lutsevich

Natalia Lutsevich a ajouté un commentaire,

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

Same question about this warning. Upvoted.

Afficher le commentaire · Publication le 29 juin 2022 · Natalia Lutsevich

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Natalia Lutsevich a ajouté un commentaire,

CommentaireWorkflow best practices and recipes

Hello @... in the article on the screenshot there is trigger condition Channel is Messaging however I don't find the same condition in my trigger. 

Here is the screenshot of what I see:

Also we are routing our clients generally by Country and then transfer them to a right agent not by Nature of Issue. So the question: Is it possible to prepopulate/prefill Country field using GeoIP or something that will track user's location? As a perfect solution we would like our customers just to see two fields Name and Email and hide a country field.

There is not much info about it in Zendesk.

Afficher le commentaire · Publication le 19 mai 2022 · Natalia Lutsevich

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Natalia Lutsevich a ajouté un commentaire,

CommentaireSpam and suspended tickets

Yes, I totally agree. Recently there is a mass spam attack going on. It's been one month and we cannot do anything about it. When we Suspend access of the user, after a while he's still able to send us bunch of spam.

Zendesk, are you going to do anything about it?

Afficher le commentaire · Publication le 14 avr. 2022 · Natalia Lutsevich

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Natalia Lutsevich a ajouté un commentaire,

Commentaire de la communauté Q&A - Users, groups, and organizations

Same problem here. What can be done?

Afficher le commentaire · Publication le 12 avr. 2022 · Natalia Lutsevich

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Natalia Lutsevich a ajouté un commentaire,

CommentaireTicket management

I confirm what CJ Johnson said. After upgrading to Agent Workspace, in the chat we cannot see user's info about IP, country and platform they use. 

I can only see that info about our agents.

Please clarify this.

A lot of things depend on the user's platform and country when our agents chat with them.

Afficher le commentaire · Publication le 21 févr. 2022 · Natalia Lutsevich

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Natalia Lutsevich a ajouté un commentaire,

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

+1 please do it asap. Indeed critical for the business.

Afficher le commentaire · Publication le 16 févr. 2022 · Natalia Lutsevich

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Natalia Lutsevich a ajouté un commentaire,

CommentaireMetrics, attributes, and filters

 the metric public comments represent all public comments on a ticket, including both end-user and agent public comments.

Are you sure about that? I did a report on Zendesk Explore and it turned out that Public comments include only agent's replies.

Afficher le commentaire · Publication le 04 janv. 2022 · Natalia Lutsevich

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