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Michael Jagt

Adhésion le 15 mars 2023

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Dernière activité le 27 févr. 2024

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Dernière activité effectuée par Michael Jagt

Michael Jagt a créé une publication,

Publication Q&A - Reporting and analytics

Much of the time our agents sets a ticket to Pending, instead of Solving the tickets. This is so the customer don't feel like we are closing the ticket if it's in fact not solved.

How do I create a report that illustrates tickets set in Pending also counting as Solved (or create a new name, doesn't matter).

Then we can see our true handling time, cause it looks like that it takes 4-5 days for an agent to solve a ticket since we have the automation that after 96 hours the ticket auto-solved if in Pending.

Also shocking that Zendesk Support yet again cannot help with such requests and just points you to community forum..

Please assist! :-)

Publication le 11 févr. 2024 · Michael Jagt

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Michael Jagt a créé une publication,

Publication Developer - Zendesk SDKs

Title says it all. I want our customers on chat (Messenger SDK) to have the new satisfaction survey pop up in the chat window after chat it Solved.

Publication le 08 janv. 2024 · Michael Jagt

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Michael Jagt a ajouté un commentaire,

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

Chris Yeah it's ridiculous. So many features and posts are like this where product managers and support agents provide dealines on feature launches and then never delivers and stop replying to comments

Afficher le commentaire · Publication le 12 déc. 2023 · Michael Jagt

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Michael Jagt a ajouté un commentaire,

CommentaireRouting

We have the V3 Aircall Integration and tickets coming through via Aircall goes to Zendesk as API (not incoming phone call)

Does that mean if I set a capacity of an agent to 1 Email/API/Web Ticket, that if this agent has 1 email, that a phone call via AirCall will not be connecting to the agent? If yes, that's a huge issue as almost all calls will be unreplied to then

Afficher le commentaire · Publication le 11 déc. 2023 · Michael Jagt

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Michael Jagt a ajouté un commentaire,

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

Onur Okutan We have the Support SDK which I believe is the same as the Messenger SDK? (As you definitely know, nobody understands all your 17 different SDKs) and we are not getting the option for multiple conversations on the Messenger for the customers. How is that set up?

Afficher le commentaire · Publication le 24 août 2023 · Michael Jagt

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Michael Jagt a ajouté un commentaire,

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

Mick O'Donnell You've mentioned back in 2021 and 2022 that this was high priority on your roadmap and that it would be released in 2022. Now we're closing 2023 and it's still not there - what is going on? This feature is absolutely essential and the biggest hassle for our customers who have multiple queries.

And as others mention, this is out of the box on Intercom and other CRM systems. Makes no sense Zendesk is: a) are not prioritising this and b) promising it's high prio but apparently not true?

Afficher le commentaire · Publication le 24 août 2023 · Michael Jagt

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Michael Jagt a ajouté un commentaire,

CommentaireHow to fix issues in Zendesk messaging

Haha Hiedi Kysther, they just replied back to me with the exact same reply as the 5 other support agents. Telling me to enable Messaging routing which I have already enabled. They even confirmed in the reply that I have it enabled and have had it enabled for 4 days and now ask me if it's still an issue in the past 4 days. I'm out of words. Can you arrange a video call with me and someone responsible in your support team, Hiedi? This is unacceptable to be quite frank.

Please book mj@monta.com

Afficher le commentaire · Publication le 24 juil. 2023 · Michael Jagt

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Michael Jagt a ajouté un commentaire,

CommentaireHow to fix issues in Zendesk messaging

Zendesk support is by far the most abysmal support I have ever seen 😅 @... can you please help us here..?

Afficher le commentaire · Publication le 21 juil. 2023 · Michael Jagt

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Michael Jagt a ajouté un commentaire,

CommentaireHow to fix issues in Zendesk messaging

@... can you check the above. Your support team offers 0 help here and don't know why or care to escalate or reply to messages.

Afficher le commentaire · Publication le 21 juil. 2023 · Michael Jagt

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Michael Jagt a ajouté un commentaire,

CommentaireHow to fix issues in Zendesk messaging

Currently experiencing a huge problem with Zendesk and I hope someone here can help us.

I have enabled automatic routing of tickets with a capacity of 1 email, 1 messaging and 1 phone. But if you have a scearnio where one Group only has 1 agent in it who's on Available status (the rest being offline), then that agent gets all the cases in that queue assigned to their personal inbox.

So for instance one of my agents just got 40 tickets all at once...Their support is useless and says to do something I already have done, which is enable this feature, but no matter if it's enabled or disabled it's not working.

What are you guys doing in your Zendesk setup to assure automatic assigning of cases and capacity rules are actually followed by the system?

Thanks in advance!

Afficher le commentaire · Publication le 21 juil. 2023 · Michael Jagt

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