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Nick S

Adhésion le 17 mai 2024

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Dernière activité le 12 janv. 2025

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Nick S a ajouté un commentaire,

Commentaire de la communauté Feedback - Apps and integrations (Platform)

Hi Andres, thank you for sharing that, however we do not use Zapier and ideally would like a workflow that doesn't rely on another third party.

Afficher le commentaire · Publication le 09 janv. 2025 · Nick S

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CommentaireZendesk messaging

Agreed on Jahns' point above, our agents have ended a Messaging ticket, and through omnichannel routing settings unassigns the ticket, which then can't be re-assigned through omnichannel routing settings. 

 

We're seeing the same results of ‘stranded’ Messaging tickets which are no longer being routed if they have been unassigned, despite agents having availability and capacity. 

Afficher le commentaire · Publication le 20 déc. 2024 · Nick S

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Commentaire de la communauté Feedback - Reporting and analytics (Explore)

+1 on this. As our queues grow it would be helpful to see the exact tickets in queue and their order within said queue. 

Afficher le commentaire · Publication le 15 déc. 2024 · Nick S

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CommentaireZendesk messaging

Hi team, what is the suggestion to manage large outliers in expected wait time which are inaccurate. We are seeing large expected wait times of several hours when most tickets are responded to within a few minutes. 

Afficher le commentaire · Publication le 27 nov. 2024 · Nick S

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CommentaireTicket basics

Is there any way to see beyond the 20 most recent pages/help centre articles viewed?

Afficher le commentaire · Publication le 25 nov. 2024 · Nick S

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CommentaireMeasuring success

+1 on Rubens point. We'd like the positive rating to the at the top, but we don't have the ability to change the order. 

Afficher le commentaire · Publication le 07 nov. 2024 · Nick S

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

Spot on, Brayden - with the old Zendesk Chat we had the ability to block by IP Address which was a handy feature. Although  it didn't stop people from using a VPN for a different IP address it was still a greater deterrent than just an email address/private window which is very easy to do. 

Afficher le commentaire · Publication le 06 nov. 2024 · Nick S

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Commentaire[ARCHIVE] Documentation

I'd love if we could get the UK English as an option for our bot instead of just US English. Is this something which could be added in a future update?

Afficher le commentaire · Publication le 28 oct. 2024 · Nick S

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Commentaire de la communauté Feedback - Ticketing system (Support)

Following - this would be handy. Moving tags to the bottom of the screen with skills, or having the field collapsable gives a lot more real estate to the more important ticket aspects. Hiding tags altogether isn't an ideal solution. 

Afficher le commentaire · Publication le 17 oct. 2024 · Nick S

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CommentaireMeasuring success

Hi Tetiana, yes I see the comment in the ticket events within Agent Workspace, however I know agents would love to be able to see this feedback where it used to be; at the top of the ticket underneath the satisfaction provided. Bit more visible compared to changing to events view. 

Afficher le commentaire · Publication le 16 oct. 2024 · Nick S

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