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Bill Reed
Data ingresso 13 mag 2021
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Ultima attività 19 nov 2024
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Ultima attività di Bill Reed
Bill Reed ha commentato,
You say “Do not use this feature if you are currently using Chat, messaging, or Talk.” Can you elaborate on this? Why doesn't it work/shouldn't we use it? Is there some alternative if we're trying to keep certain agents to a certain brand?
Visualizza commento · Data ultimo post: 29 ott 2024 · Bill Reed
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Bill Reed ha commentato,
We would prefer to set this to “Forget” to avoid other users from seeing sensitive information inside someone else's messaging conversation.
However, if a bot is set up an provides a link to an article, and the customer clicks it-- the article opens in a new tab. And if it's set to “Forget,” the messaging/bot conversation starts over instead of continuing on said tab.
Is there a way around this? Like a means of having links to the Help Center or other pages of our website open in the same tab?
Visualizza commento · Data ultimo post: 05 giu 2024 · Bill Reed
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Bill Reed ha commentato,
Does creating a trigger that utilizes the Notify by > Zendesk integration > Slack integration Action now require the Admin role to create?
I had a user who created them before but recently was no longer able to do so, or even see the existence of the Slack integration, until I switched their role to Admin.
Visualizza commento · Data ultimo post: 03 apr 2024 · Bill Reed
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Bill Reed ha commentato,
I realize your issue was from nearly 2 years ago, but I have agents reporting the same problem. "It looks to them that they are Online, but when they refresh the browser they are Invisible." We're also using Agent Workspace.
Was there a solution to this problem?
Visualizza commento · Data ultimo post: 22 feb 2024 · Bill Reed
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Bill Reed ha creato un post,
Currently, if a user is suspended in Zendesk Support, they can still request a chat on our website, but this chat will never route to an agent, nor does it create a ticket. And in Agent Workspace, our agents cannot pick it up manually from the Visitors List.
There are situations where a user may have been incorrectly suspended automatically by the system, for example, and we'd still like some way to know they tried to contact us. But even if users were legitimately suspended, it still makes no sense for them to be able to open chats. They will then sit in queue forever, trapped in a limbo where they can't reach an agent. This makes it look like we have poor customer service. But agents will likely never be aware this chat was attempted.
We would like these users to either be prevented from starting a chat altogether, or for us to be able to have a chat trigger directed to suspended users, or some kind of notification sent to them automatically.
Data ultimo post: 26 ott 2023 · Bill Reed
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Bill Reed ha commentato,
I am trying to test a trigger based on "When a visitor has loaded the chat widget" but nothing is happening.
Is this because of our widget settings in Support? In that it tries to deflect via a Help Center search and then displays the contact form?
Visualizza commento · Data ultimo post: 20 ott 2023 · Bill Reed
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Bill Reed ha commentato,
We just found out this was the case-- been pulling my hair out trying to fix it, and it turns out it's baked into the system. It would be great if all comments would come through!
Visualizza commento · Data ultimo post: 18 mag 2023 · Bill Reed
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Bill Reed ha commentato,
Is there a reason why Light Agent is not one of the Role conditions for these fields?
You can set to Agent, Admin, or End User. If set to Agent, Light Agents do not appear in the list.
Visualizza commento · Data ultimo post: 17 mag 2023 · Bill Reed
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Bill Reed ha commentato,
Sorry if a silly question, but: will changing the account owner also change the account owner on any existing Sandboxes?
Visualizza commento · Data ultimo post: 04 mag 2023 · Bill Reed
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Bill Reed ha commentato,
What role (in Support or Chat) is required to create or modify a chat trigger? Does it need to be an Admin?
Visualizza commento · Data ultimo post: 27 feb 2023 · Bill Reed
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