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Dane

Data ingresso 16 ott 2021

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Ultima attività 03 lug 2024

Zendesk Engineering

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Dane ha commentato,

CommentoWeb Widget documentation
Don't worry Chad. Our Product Team confirmed that it's already in the roadmap for this year.

Visualizza commento · Data ultimo post: 29 gen 2024 · Dane

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Dane ha commentato,

Commento nella community Q&A - Reporting and analytics
You can use Full or First resolution time - Business hours.

Visualizza commento · Data ultima modifica: 26 gen 2024 · Dane

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Dane ha commentato,

CommentoHow to solve issues with the email channel
Hi Mark,
 
Unfortunately, it's not possible. Our practice here is whenever such scenario arises, we create another ticket and set the correct expectation to our customers.

Visualizza commento · Data ultimo post: 26 gen 2024 · Dane

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Dane ha commentato,

CommentoSetting up Zendesk Guide
Our redirect rules are only for articles, community posts and sections.

Visualizza commento · Data ultimo post: 26 gen 2024 · Dane

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Dane ha commentato,

CommentoTicket automation and collaboration
There's no native way to do this.
 
Would you mind posting your use case to our Feedback on Support topic? This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!

Visualizza commento · Data ultimo post: 26 gen 2024 · Dane

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Dane ha commentato,

Commento nella community Feedback - Voice (Talk)
Hi Brian,
 
Can you post the same on this page Using generative AI to create call summaries (EAP)? This is to make sure our Product Manager will also have visibility on such feedbacks.

Visualizza commento · Data ultimo post: 24 gen 2024 · Dane

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Dane ha commentato,

CommentoWeb Widget documentation
Currently, phone number is not supported as well as numeric custom fields. 
 
What I did on my end, is to create a custom text field for phone number and have added a specific message on how to enter the correct format.
 

 
Afterwards, I have created a webhook for user update.
 
This is the endpoint I used: https://.zendesk.com/api/v2/users/{{ticket.requester.id}}.json
 
 

 
I have created a trigger using this endpoint.
 

 

 
This is the JSON Body:
 
{
"user": {
"phone": "{{ticket.ticket_field_}}"
}
}
 
The only issue here is the customer can make mistakes on entering the phone number.

Visualizza commento · Data ultimo post: 24 gen 2024 · Dane

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Dane ha commentato,

CommentoWeb Widget documentation
Hi Wahab,
 
Based on Messaging Metadata, it will only be added to new conversation or if the end-user have sent a message in existing conversation. Just in case you are experiencing an unexpected behavior, you can contact our support directly for further investigation.

Visualizza commento · Data ultimo post: 22 gen 2024 · Dane

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Dane ha commentato,

Commento nella community Q&A - Sales CRM (Sell)
Hi Christian, 
 
Please contact our support directly and provide the necessary screenshots so that we can check it further.

Visualizza commento · Data ultimo post: 20 gen 2024 · Dane

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Commento nella community Q&A - Sales CRM (Sell)
Hi Christian,
 
I see, the custom fields is only available on the Additional Fields category. It can only be organized based on the position of other custom fields.

Visualizza commento · Data ultimo post: 20 gen 2024 · Dane

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