Recherches récentes


Pas de recherche récente

Maxim Nikolenko's Avatar

Maxim Nikolenko

Adhésion le 27 déc. 2023

·

Dernière activité le 27 déc. 2023

Suivis

0

Abonnés

0

Activité totale

2

Votes

0

Abonnement

1

APERÇU DES ACTIVITÉS

Dernière activité effectuée par Maxim Nikolenko

Maxim Nikolenko a ajouté un commentaire,

CommentaireZendesk messaging

I would appreciate if you could suggest some workaround for the following scenario

1. Customers uses a messaging widget for a self-service - the bot suggests some quick hints and solutions, they search for articles in KB. 
2. They encounter a problem and report it. Bot tries to pass the problem to a live agent. The agent notifies the user that the problem is being under investigation and there is an open/pending ticket. Such ticket can stay in this status for a several days
3. All this time the user can neither search for data in the KB (through widget), nor communicate with the bot, nor report a new problem, because all new messages will be sent to the same ticket. But the second problem may have a different context, it may be handled by a different department. 

It turns out that for the Messaging channel you can only have one unclosed ticket at a time. 

Is there any way to "unlink" a ticket from the messaging channel so that it would be linked, for example, to an Email. For example via API/Macros/Triggers

Afficher le commentaire · Publication le 27 déc. 2023 · Maxim Nikolenko

0

Abonnés

1

vote

0

Commentaire