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Dante Zanoni

Data ingresso 24 nov 2021

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Ultima attività 23 feb 2024

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Dante Zanoni ha commentato,

CommentoSMS and Text message help

Hello I've added this filed and trigger and still have no option to text back even though they call, and I did check the box for that form not sure what i am doing wrong.

 

Dante

Visualizza commento · Data ultimo post: 09 dic 2022 · Dante Zanoni

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Dante Zanoni ha commentato,

CommentoTicket automation and collaboration

Can the end user or customer see email side conversation?

Visualizza commento · Data ultimo post: 20 set 2022 · Dante Zanoni

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Dante Zanoni ha creato un post,

Post Feedback - Ticketing system (Support)

We in our organization use Zendesk for Health Care/Social Services.  When a customer reaches out, we ask them what their preferred channel of communication is, when they submit a ticket via our website. Some Say they prefer to be texted, even though they reached out via web or email.  

It would be very helpful to have "text" as a reply option in any channel someone reaches out to us in, especially if they request that as the proffered channel of communication.

Need text  as option here

 

Thank You

Dante Zanoni Program Manager, The Connection Initiative.

Data ultima modifica: 16 set 2022 · Dante Zanoni

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Dante Zanoni ha commentato,

CommentoTeam members and groups

If a Contributor submits a ticket, and they are sent a CSAT, are thy able to give feedback or will access be denied like that of an Agent or Light Agent?

 

Thank you

 

Dante Zanoni

Visualizza commento · Data ultimo post: 14 giu 2022 · Dante Zanoni

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Dante Zanoni ha commentato,

CommentoTeam members and groups

If I stick myself in that group of Light Agents as an Agent, they will still get notification of the ticket correct, via their email?  Which in turn allows them to log into the platform?

 

 

Visualizza commento · Data ultimo post: 09 dic 2021 · Dante Zanoni

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Dante Zanoni ha commentato,

CommentoTeam members and groups

Hello,

 

Right now I am the sole agent with many light agents, as we start this new programs.

If create a group of only light agents, can I assign a tickets to them, Or do you have to have an Agent in that group as well? 

 

Thanks

Dante 

Visualizza commento · Data ultimo post: 09 dic 2021 · Dante Zanoni

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Dante Zanoni ha commentato,

CommentoTeam members and groups

Thank you Cheeny,

I am familiar with some of the permissions of light agents.  I guess my question is; Is there any way to have a side conversation where myself, as the sole agent assigned to the ticket, is able to privately talk with whomever I'm having side conversation with, so no other followers, cc's, or any light agents that may be in group that was assigned the ticket can see the side conversation?

Sorry this sounds bit confusing. 

Thanks

Dante

Visualizza commento · Data ultimo post: 29 nov 2021 · Dante Zanoni

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Dante Zanoni ha commentato,

CommentoTeam members and groups

So light agents are able to log into platform to see ticket thread even if they were not assigned the ticket.  I only assigned the ticket to myself and no other group.  I only cc'd some light agents through public reply.  Some of the cc'd agents were able to log in to the platform through email, some could only reply through email thread.  Bit confusing

Visualizza commento · Data ultima modifica: 24 nov 2021 · Dante Zanoni

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Dante Zanoni ha commentato,

CommentoTeam members and groups

Is there anyway to have a private side conversation with either the end user or one of the light agents within the ticket so all other cc'd light agents aren't able to see it?  I've tried side conversation using email, and assigned ticket to just myself as the sole agent, and cc'd other light agents.  Any and all Light agents where able to see the side conversation email.

Visualizza commento · Data ultimo post: 24 nov 2021 · Dante Zanoni

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