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Carl McDowell
Data ingresso 14 apr 2021
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Ultima attività 24 feb 2025
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Carl McDowell ha commentato,
While there isn't an option to directly disconnect the call, you can make a Sub menu in your IVR, where you set the greeting playing that would repeat the message 3 times before the call ends (due to no selection being made, as long as you don't set a default route)
So you would make the main menu, with the options for the customer to select.
Then you make a sub menu, and you add no active routes on this menu, but set the message you want to be played to the customer before the call ends here.
Then back in your main menu you set keypress 0 to route to the IVR menu you just setup (don't add the optional greeting here)
Having the menu repeat 3 times can also be helpful as it will mean if they need to write a number or name down they won't need to call back.
Visualizza commento · Data ultimo post: 27 dic 2024 · Carl McDowell
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Carl McDowell ha commentato,
Zendesk Talk does not have an API that can dynamically change based on an API call.
Zendesk Talk has the following API calls for the IVR Menu, but they are more functions for your agents to be able to create a new IVR, update an IVR, or delete an IVR.
https://developer.zendesk.com/api-reference/voice/talk-api/ivr_menus/
There isn't a way to dynamically change how the IVR works from the built in functionality.
The other reference you have found is for Talk Partner edition, which is enables you to choose your own call center software and integrate it with Zendesk’s omnichannel solution.
So when using Talk Partner edition, that allows an external telephony integration to connect and make the tickets inside Zendesk, you could check one of those partners that integrate to Zendesk that way, which may have the functionality you are looking for with a more dynamic IVR.
Visualizza commento · Data ultimo post: 27 dic 2024 · Carl McDowell
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Carl McDowell ha commentato,
Hi Vaughan,
Can you confirm that you allowed both the microphone and the sound setting.
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Visualizza commento · Data ultimo post: 11 ott 2024 · Carl McDowell
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Carl McDowell ha commentato,
Hi test,
The best way to get to the bottom of the issue will be working with the support team. I believe you have an existing ticket with them.
It is highly likely the issue is related to US phone numbers needing to be registered, this is covered in the article registering to use A2P 10DLC for text messaging (https://support.zendesk.com/hc/en-us/articles/4408837560730
Visualizza commento · Data ultimo post: 20 set 2024 · Carl McDowell
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Carl McDowell ha commentato,
Hi Jason Tsai
Our developers have released a fix for that issue now, and that should be resolved.
Visualizza commento · Data ultimo post: 21 ago 2024 · Carl McDowell
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Carl McDowell ha creato un articolo,
Domanda
Ho informazioni su un’altra piattaforma o sistema di ticketing che vorrei migrare in Zendesk. Come posso procedere?
Risposta
Anche se non tutto può essere migrato in Zendesk tramite l’interfaccia utente, importa le informazioni usando le risorse e le funzioni API qui sotto.
Ticket
Per importare i ticket, usa l’API e questo articolo: API di importazione ticket.
Imposta un tag per indicare che questi ticket sono stati aggiunti a Zendesk Support tramite l’importazione. Le metriche del ticket ( ad esempio Tempo diprima risposta e Tempo di prima soluzione) non vengono importate per il ticket. Nessun trigger viene eseguito sui ticket importati.
Utenti
Per importare utenti, usa la documentazione seguente:
Organizzazioni
Questi articoli per sviluppatori sono disponibili per le organizzazioni:
Articoli
Per ulteriori informazioni su come importare articoli, leggi questo articolo: API del Centro assistenza.
Avvertenza sulla traduzione: questo articolo è stato tradotto usando un software di traduzione automatizzata per fornire una comprensione di base del contenuto. È stato fatto tutto il possibile per fornire una traduzione accurata, tuttavia Zendesk non garantisce l'accuratezza della traduzione.
Per qualsiasi dubbio sull'accuratezza delle informazioni contenute nell'articolo tradotto, fai riferimento alla versione inglese dell'articolo come versione ufficiale.
Data ultima modifica: 06 ago 2024 · Carl McDowell
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Carl McDowell ha commentato,
I've moved your conversation into a ticket as I need to confirm some details on what you are trying to achieve, so discussion this via a ticket is going to be best.
But it looks like your above code isn't going to work quite right and you would need to review the article on Using Liquid markup to customize the formatting and placement of text in comments and email notifications
If the brands have Generic phone numbers and emails associated then that can all be built as you are trying to achieve, but we will just need to fix the coding and determine which things that you are needing to determine.
Visualizza commento · Data ultimo post: 15 gen 2024 · Carl McDowell
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Carl McDowell ha commentato,
Hi Kaan Güleryüz,
I've turned your question into a support ticket as we likely need to gather more details to help assist resolving the issue your account is facing.
Visualizza commento · Data ultimo post: 08 gen 2024 · Carl McDowell
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Carl McDowell ha commentato,
Hi Benj,
You can use code like this:
{% capture tags %}
{{ticket.tags}}
{% endcapture %}
{% if tags contains "proactive_text" %}
{% else %}
--
{{current_user.name}}
[{{ticket.account}}]
[{{ticket.brand.name}}]
tel: {{current_user.phone}}
email: {{current_user.email}}
www: www.zendesk.com
{% endif %}
You can see what each part does in this imageThis is what it looks like when added to a ticket:
Visualizza commento · Data ultimo post: 08 gen 2024 · Carl McDowell
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Carl McDowell ha commentato,
Hi Benj,
You could use the placeholder {{ticket.brand.name}} in the Signature code so that it will add the ticket brand details related to the brand the ticket is assigned to.
Visualizza commento · Data ultima modifica: 04 gen 2024 · Carl McDowell
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