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Aleksandrs Galiullins

Data ingresso 24 ago 2022

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Ultima attività 02 ott 2024

Zendesk Customer Care

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Aleksandrs Galiullins ha commentato,

CommentoEnd-user guide for Help Center
Hi Bill,
 
Currently, there is no option for adding attachment into community post, and we are aware of this feature request from our users as far as I understand right from this related discussion I have found here Attachments in Community.
 
In addition, I encourage you to leave your Voice there, as conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

Visualizza commento · Data ultimo post: 22 mag 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins ha commentato,

CommentoTicket management
Hi Raida,
 
You can remove the mentioned text by updating the appropriate trigger called "Notify requester of new proactive ticket" which is responsible for proactive ticket notification. For reference "About the standard Support triggers".
 

Visualizza commento · Data ultimo post: 14 mag 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins ha commentato,

Commento nella community Q&A - Tickets and email
Hi Tami,
 
Unfortunately, there is no special placeholder for displaying user's or agent's name only in chat shortcuts as mentioned in this post:
"Can I create a shortcut in chat for only a visitor's first name".

Visualizza commento · Data ultimo post: 09 mag 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins ha commentato,

CommentoTicket basics
Hi Elizabeth,
 
I'm afraid that it could not be removed or disabled, since it's a system designed functionality. However, I'd recommend for you to post a feature request to our Product Feedback forum here. Our Product Team reviews this forum regularly and it has inspired many of the enhancements we've made to Zendesk over the years.

Visualizza commento · Data ultimo post: 01 apr 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins ha commentato,

CommentoHow to manage social messaging channels
Hi Gina,
 
An agent should assign a ticket to themself for answering to Instagram Direct ticket by pressing "Take it" and "Submit" buttons there.
Only assigned agent can join to Instagram Direct conversation as mentioned in the related article: "Agents are unable to respond to an Instagram Direct message". 
 
If an agent would like to go down to the next line in a message, please use "Shift+Enter", instead of pressing "Enter" button.
 
Regards
Aleksandrs

Visualizza commento · Data ultimo post: 01 apr 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins ha commentato,

CommentoTicket management
Hi Ashley,
 
If an incoming email was suspended with the reason "automated response email", it could be related to that there is a specific header in incoming email that cause the issue as described in this article about causes of suspension.
 
It is recommended that sender works with their IT/Email Admin and see if there is a specific header showing to automated email that can be removed from their email server side before it gets forwarded to Zendesk.

Visualizza commento · Data ultimo post: 01 apr 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins ha commentato,

Commento nella community Developer - Zendesk APIs
Hi Persistent Dev,
 
I was able to update organization fields as in your example/scenario, please see the attached screenshot as example.
Further clarification is needed in your use case, what type of the fields "org_1" and "org_2" (text, milti-line or drop-down) is used?


 
I'm going to open a support ticket with you about your issue, where we can collobarate further.
 

Visualizza commento · Data ultimo post: 27 nov 2023 · Aleksandrs Galiullins

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Aleksandrs Galiullins ha creato un articolo,

ArticoloRicette di Explore

Disponibile con i piani Suite Professional e superiori Disponibile con i piani Explore Professional e superiori

In questa ricetta Explore imparerai come creare un report che mostra il numero medio di ticket per organizzazione.

Di che cosa avrai bisogno

Livello di competenza: Principiante

Tempo necessario: 10 minuti

Come creare il report in Explore

  1. In Explore, fai clic sull’icona dei report ( ).
  2. Nella libreria Report, fai clic su Nuovo report.
  3. Nella pagina Seleziona un dataset, fai clic su Support> >Support - Ticket e seleziona Inizia report. Si apre lo strumento di creazione report.
  4. Nel pannello Metriche, fai clic su Aggiungi.
  5. Nell’elenco delle metriche, scegli Ticket > Ticket e Utenti e organizzazioni > Organizzazioni e seleziona Applica.
  6. Fai clic sulla metrica Organizzazioni appena aggiunta e imposta l’aggregatore su D_COUNT.
  7. Nella barra laterale destra, fai clic sul menu di manipolazione dei risultati ( ).
  8. Seleziona Risultato calcolo metrica, quindi Aggiungi nuova metrica.
  9. Nel campo del Nome, assegna alla metrica un nome come Ticket per org.
  10. Nel campo della Formula, inserisci o incolla la formula seguente per visualizzare i ticket in base all’organizzazione:
    Count(Tickets) / D_Count(Organizations)
  11. Fai clic su Aggiungi, quindi fai clic in un punto qualsiasi al di fuori del menu aperto.
  12. Fai clic sul menu del tipo di visualizzazione () e seleziona Tabella.

Screenshot_2022-09-05_at_10.52.35.png

Per ulteriori informazioni, leggi l’articolo: Creazione di report sui dati di utenti e organizzazioni con Explore.

Data ultima modifica: 06 nov 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins ha commentato,

CommentoSalesforce integration
Hi William,
 
We have the article about synchronization when there is Parent/Child account structure in Salesforce.
 
Hopefully that helps!

Visualizza commento · Data ultimo post: 24 ago 2022 · Aleksandrs Galiullins

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