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Stephen Whyte

Adhésion le 20 mars 2023

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Dernière activité le 15 oct. 2024

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Dernière activité effectuée par Stephen Whyte

Stephen Whyte a ajouté un commentaire,

CommentaireExtending Zendesk

Beatrice Bettini I'm struggling with the same issue. We recently migrated from Google Workspace to O365 and all of our documents have been converted and saved to Sharepoint. Now I'm trying to figure out how to integrate them into Zendesk.

 

If you've figured out a workaround I would very much appreciate some pointers.

Afficher le commentaire · Publication le 03 sept. 2024 · Stephen Whyte

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Stephen Whyte a ajouté un commentaire,

CommentaireWorkflow best practices and recipes

I get a queue couldn't be saved error when creating the primary queue. Is there something I need to change in my OCR configuration? 

Afficher le commentaire · Publication le 19 août 2024 · Stephen Whyte

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Stephen Whyte a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

The request has been submitted via the product feedback template. Please go ahead and close this ticket.

Afficher le commentaire · Publication le 16 juil. 2024 · Stephen Whyte

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Stephen Whyte a ajouté un commentaire,

CommentaireService Level Agreements (SLA), macros, and CSAT

Thanks Francis, I forgot I already created a ticket for this issue earlier.

Afficher le commentaire · Publication le 10 juil. 2024 · Stephen Whyte

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Stephen Whyte a ajouté un commentaire,

CommentaireService Level Agreements (SLA), macros, and CSAT

Does a trigger have to be created to send a CSAT survey or can we just use automations?

Afficher le commentaire · Publication le 10 juil. 2024 · Stephen Whyte

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Stephen Whyte a ajouté un commentaire,

CommentaireHow to get help with phone call problems in Talk

We have checked all network settings on our end and have found no issues. There seems to be a timeout that happens during calls resulting in loss of connection with callers, specifically our agents cannot hear the clients. How can we get this request escalated to help identify the issue?

Afficher le commentaire · Publication le 02 juil. 2024 · Stephen Whyte

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Stephen Whyte a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Understanding missed and declined calls is crucial for inbound contact centers. Having this information readily available on the dashboard is extremely beneficial for immediate coaching and technical issue analysis.

Afficher le commentaire · Publication le 13 juin 2024 · Stephen Whyte

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Stephen Whyte a ajouté un commentaire,

CommentaireWorkflow best practices and recipes

Thanks Paolo , have a few tickets that are approaching first bump status. I'll keep an eye on those to see if the automation fires.

Afficher le commentaire · Publication le 24 avr. 2024 · Stephen Whyte

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Stephen Whyte a ajouté un commentaire,

CommentaireWorkflow best practices and recipes

Not sure if anyone is watching this thread, but I could use some assistance with this process. The initial setup was successful, but since then I haven't seen any updates to pending tickets via this automation.

 

No changes have been made, so I'm confused as to why I never see any matching tickets.

 

Afficher le commentaire · Publication le 23 avr. 2024 · Stephen Whyte

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Stephen Whyte a ajouté un commentaire,

CommentaireSetting up workforce management (WFM add-on)

We are experiencing issues with the extension. Just recently, as of Friday 4/12, agents are either unable to login, th extension repeatedly ends their login session or in my case, I appear to be logged in  but there is no tracking activity being captured. Please see screenshots. Has there been an update or settings change I'm not aware of? Please respond as soon as possible. Tracking agent time outside of Zendesk is key to the use of the Tymeshift application.

 

Afficher le commentaire · Publication le 16 avr. 2024 · Stephen Whyte

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