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Tim Barrett

Adhésion le 11 janv. 2023

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Dernière activité le 22 avr. 2024

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Dernière activité effectuée par Tim Barrett

Tim Barrett a ajouté un commentaire,

Commentaire de la communauté Q&A - Chat, messaging, and widgets

So we had a similar issue in that once you create an offline ticket using chatbot the chat essentially dies. To get around this I used the support API, and ran an API call from the Chatbot to create the ticket in Support. Once the API call is complete the focus is transferred back to the chatbot allowing the user to continue or restart the conversation. 

Afficher le commentaire · Publication le 22 avr. 2024 · Tim Barrett

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Tim Barrett a ajouté un commentaire,

Commentaire de la communauté Q&A - Chat, messaging, and widgets

So I am looking at the same use case. We are looking to launch a widget without a help centre, and we would like to get the user to complete the basic ticket details in the Chat, and create a ticket in Support. Our support teams don't use chat so we transfer to an agent with an out of office on. This creates the ticket in support. 

However the limitation with this is that this creates a dead end in the flow. Once a user is transferred to an agent, and all agents are off line the chat effectively goes dead, as you cannot hand focus back to the bot without closing the ticket. 

The Fudge I have found to get around this is to raise a ticket from Chat using an API call. So rather than transfer to an agent I get the chat bot to make an API call and create a ticket with the variables collected from the chat. 

This means that the chat bot never loses focus and I can restart the flow, and perform subsequent actions. 

But adding "create support /offline ticket" to the bot flow would be really helpful. 

Afficher le commentaire · Modification le 26 janv. 2024 · Tim Barrett

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Tim Barrett a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

+1 definitely something that is required. 

Afficher le commentaire · Publication le 26 oct. 2023 · Tim Barrett

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Tim Barrett a ajouté un commentaire,

CommentaireCustomer portal

Another question - I am trying to supress closed tickets from the request view. What is the conditional statement I should be using to exclude closed tickets from the requests list? 

Afficher le commentaire · Publication le 02 juin 2023 · Tim Barrett

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Tim Barrett a ajouté un commentaire,

CommentaireCustomer portal

I am trying this and struggling to get it to work for me. 

 

I would like to add the ticket organisation to the requests table to allow people to quickly identify which of their organisation the ticket is for. I cannot find the right place holder to use. If I use organization I get "Organization does not exist" when I publish. If I user requester I get "requester must be allowed as helper or leaf"

 

Afficher le commentaire · Publication le 05 avr. 2023 · Tim Barrett

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Tim Barrett a ajouté un commentaire,

CommentaireSEO and help center search

Hi I've got some odd behaviour on my helpcentre. We have an article titled "Branded Glassware". If I search for glassware I get no results, but the result count shows a match. Why is the result not showing in the list? 

 

Afficher le commentaire · Publication le 31 mars 2023 · Tim Barrett

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Tim Barrett a ajouté un commentaire,

CommentaireZendesk Support app for mobile

How do users of the mobile app see tickets they are following?  They cannot access the normal user profile page.

 

Afficher le commentaire · Publication le 23 mars 2023 · Tim Barrett

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Tim Barrett a ajouté un commentaire,

CommentaireTicket customization

What would be really helpful is to have categories for Forms in the same way there are categories for Guide Articles. This would allow us to create much more effective user journeys, by allowing us to break up increasing long lists of forms and having separate custom request pages for each.  (i.e. Orders, Property, HR etc)  or including it as a variable /drop down/filter in the request page. 

Afficher le commentaire · Publication le 17 févr. 2023 · Tim Barrett

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Tim Barrett a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

We have pretty much the same use case as Nicolas, in order to create a clear user journey we do not want to create a massive list of forms, so we are using brands to make the end user and agent experience easier to manage. This creates the problem that then end user does not have a page where they can see all their queries in one place. 

 

I am assuming we could do something via API, but is a shame we can't do something in Markup to filter (or not) queries by brand. 

Afficher le commentaire · Publication le 10 févr. 2023 · Tim Barrett

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Tim Barrett a ajouté un commentaire,

CommentaireCustomer management and profiles

Is it possible to create an end user with no e-mail address or phone number? The use case being that they are a help centre user only, raising, reviewing and updating tickets through the portal?

Afficher le commentaire · Publication le 09 févr. 2023 · Tim Barrett

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