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Jonathan Jongkind

Data ingresso 15 apr 2021

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Ultima attività 27 ott 2021

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Jonathan Jongkind ha commentato,

Commento nella community Feedback - Chat and Messaging (Chat)

+1 - this is a concern for us. 

The fact we are unable to disable offline message notifications means that personal identifiable information is unnecessarily emailed out to all Chat agents who don't have this setting disabled which we are keen to avoid.

This is not a setting that should be configurable by agents but by administrators, ensuring consistency with notification settings in other areas of Zendesk.

Visualizza commento · Data ultimo post: 27 giu 2019 · Jonathan Jongkind

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Jonathan Jongkind ha commentato,

Commento nella community Feedback - Chat and Messaging (Chat)

+1 we need the ability to have chats routing to other departments if the chat request is not being served after X seconds. 

Visualizza commento · Data ultimo post: 02 ott 2018 · Jonathan Jongkind

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Jonathan Jongkind ha commentato,

Commento nella communityDiscussion - Zendesk on Suite best practices

@Graeme, a good suggestion, thanks! The only problem I would face then is that if I want to identify how long before a human has touched a ticket using this method, it would have to be under the 'Meet any of the conditions' (so that it is either the assignee OR requester instead of meeting both conditions) where you cannot select this condition unfortunately.

 

I think for this to work with the current controls Zendesk offers, I would have to prevent any automations from running in between a ticket being on pending and the Bump 1/2 automations.

Visualizza commento · Data ultimo post: 16 giu 2015 · Jonathan Jongkind

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Jonathan Jongkind ha commentato,

Commento nella communityDiscussion - Zendesk on Suite best practices

We have additional automations set up (such as if ticket has been going on for X days, notify manager) that are interfering with the 'Bump Bump Solve' automation as Zendesk seems to classify other automations as an update to the ticket.

What would be a suitable workaround? Am I right in thinking that "Ticket: Hours since update" includes automations?

Visualizza commento · Data ultimo post: 16 giu 2015 · Jonathan Jongkind

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Jonathan Jongkind ha commentato,

Commento nella communityDiscussion - Zendesk on Suite best practices

I love this implementation, so thank you for sharing this with us, Matt.

I am very interested to know how you handle out-of-office responses with these automations. I know they end up in 'Suspended Tickets', but if you are aware a customer is out of the office for longer than the automation kicks in, how do you deal with this - do you add the tag to prevent the automation from taking place and remove it when they are back?

Visualizza commento · Data ultimo post: 28 mag 2015 · Jonathan Jongkind

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