Stefano de Rossi

Thanks so much....we just got an official reply 

Stefano

Hi everyone, I would need your help to understand why it is now possible, through the agent workplace in Zendesk, to respond to a WhatsApp tickets even after 24 hours.

Let me explain a little better: until last week, when a WhatsApp ticket exceeded 24 hours, Zendesk did not allow the option to write a public comment with WhatsApp within the ticket.

Since a couple of days now, we've found out that it has become possible to insert and send message that anyway fails to be delivered because Meta prevents it due to its 24 hours limit rules.

We are afraid of possibile issues, not to mention that it is now more difficult to identify the tickets that agents can actively work on.

Hope I have been clear enough.

Thank you in advance for your support.

Stefano

Thanks so much Zendesk (Teste) i'll try out!! 

Cheers

Hi everyone, just wondering if is there any way we could measure (count) the number of interaction within a single whatsapp message between a Client and an Agent.

As far as I've seen the whatsapp messagge are taken into single ticket data as unique transcritpion thus it's pretty impossible to count each single let me say question (from Customer) and answer (from Agent) but maybe I'm missing something.

Thanks in advance for your helps and tips

Good morning everyone, is there a way to see the actual use of MAU and notification? Just to see if i need to scale up or we are inside the rage.

Thanks so much

Thanks once again

Thank you Elaine...so basically filters act is they were all joined with an "and" condition (sql like).

They work all together, in the same time (and statment) on the same initial set of data without any sort "of left to right" order

Hello everyone, I need your help to understand the sequence in which values used as filters are applied to a selected metric, or rather, if I enter different attributes in the filter is there any order followed to narrow down the result ? 

For example In the following report we are trying to measure only the one touch ticket  that have certain attribute like the one used as a filter, attributes that are not mutually exclusive.

In a few words, do the attributes act on the result of main metric sequentially (ex from letft to right)  or they work as if they were all linked with an "and"  conditions so they work simultaneously on the main metric result?

Thanks a lot in advance for your help

Good morning everyone, I'm trying to solve an issue related to the analysis of tickets created via WhatsApp using the messaging dataset. Specifically, I need to understand how many messages/comments were provided by Agents to tickets created using WhatsApp.

I have two alternatives: using the Update Histories dataset where the "agent comment" metric does not correspond to the actual WhatsApp conversation, or using the Messaging dataset where the "agent messages" metric counts the actual messages exchanged with a customer but also count messages from automated agents we have activated to overcome the 24-hour validity limit of WhatsApp messages.

In a few words, I would like to filter out agent comments generated by bots, but it doesn't seem possible to create custom metrics for agent comments using Messages Dataset.

Any ideas for a workaround or did you have any similar issues ? 

Thanks a lot for your help

Thanks Elaine