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Jason Walker-C

Data ingresso 11 feb 2022

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Ultima attività 24 feb 2025

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Jason Walker-C ha commentato,

Commento nella communityZendesk Support Beta - Modernized Conversational Experience

Also interested in Kimberly's request above if there is no fix for my issue above. 

Visualizza commento · Data ultimo post: 02 apr 2024 · Jason Walker-C

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Jason Walker-C ha commentato,

Commento nella communityZendesk Support Beta - Modernized Conversational Experience

Is anyone else experiencing difficulties with the events tab opening in tickets since enabling this feature? Since activating it on our account, we're encountering an error whenever we try to open the events tab from a messaging ticket. This problem is entirely new to us, as we never had any issues with the events tab before.

Visualizza commento · Data ultimo post: 02 apr 2024 · Jason Walker-C

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Jason Walker-C ha commentato,

CommentoViews, ticket status, and ticket fields

Ricardo Pinto Is there any way to report on duplicates? 

Visualizza commento · Data ultimo post: 07 lug 2023 · Jason Walker-C

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Jason Walker-C ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Yes, please. We have heard from our agents that this would be very useful. Would be great to have customer and agent responses in different colors and have them staggered. Customer to the left and the agents comments to the right. 

Visualizza commento · Data ultimo post: 24 mag 2023 · Jason Walker-C

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Jason Walker-C ha commentato,

CommentoRouting

Barry Neary Prakruti Hindia Thanks for getting us in there. The EAP has addressed our issue. Omnichannel routing lets us get agent audio/visual alerts when messaging tickets are transferred from one group to another.  Without those tickets getting auto-assigned to a group. This is great! Thanks!

 

Visualizza commento · Data ultimo post: 21 apr 2023 · Jason Walker-C

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Jason Walker-C ha commentato,

CommentoUsing legacy AI agent functionality

Jon Simone Yes both are now solved. 

A. Yes, you can use the send a message step at the end of flows. 

B. It will obey business hours. You can use that at the beginning and the end of a flow. Good note towards the end here. https://support.zendesk.com/hc/en-us/articles/4408822398106-Creating-a-schedule-with-operating-hours

Visualizza commento · Data ultimo post: 19 apr 2023 · Jason Walker-C

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Jason Walker-C ha commentato,

CommentoRouting

Barry Neary Yes, Logged in, that's how I am able to add this comment. 

Visualizza commento · Data ultimo post: 19 apr 2023 · Jason Walker-C

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Jason Walker-C ha commentato,

CommentoRouting

Agents are showing online with a green dot when they have not set their status to online or in many cases haven't even logged into ZD. Prakruti Hindia

Edit: The agents are also getting email notifications. hmm... I may turn Omnichannel Routing off for now. 

 

Visualizza commento · Data ultima modifica: 19 apr 2023 · Jason Walker-C

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Jason Walker-C ha commentato,

CommentoRouting

Barry Neary That link is broken. Getting the following message. Please advise

"oops

You're not authorized to access this page"

Visualizza commento · Data ultimo post: 18 apr 2023 · Jason Walker-C

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Jason Walker-C ha commentato,

CommentoRouting

We are trying to use Omni-Channel routing to solve the issue of agents not getting the notification when an active messaging ticket gets routed or re-assigned to a new group. It works great for new tickets and I was hoping this would solve that. Well, it kinda does but causes a few other issues. 

  1. The agents in the new group do get the notification for new and transferred tickets. 
  2. However, after 10 minutes it auto-assigns to an agent. We want it to stay assigned to only the group. For some groups we let agents take the tickets assigned to their group. Other groups have a supervisor that will assign to specific agents based on availability, skills, knowledge, etc...
  3. We close chat down at 3 pm. We then let the customer know that the chat is shut down and that we will respond via email. In this case, the issue with #2 kicks in and assigns agents online for chat. We have many groups that have agents online for chat but not email tickets and vs. versa. 
  4. We have a set of questions we ask customers upon entering the chat. That info is used to assign a group. At each stage of questions, we added a failsafe question "Not sure or don't know". This is used to assign a general group of all agents. This allows all agents to see the request and assign it to the proper group. Again, this is where issue #2 kicks in and assigns to someone in that group. Which is everyone. This is causing issues. Most likely that person is not the right person and/or group to respond. Plus there is a delay in agents responding by having one agent assigned vs having the group assigned. Can we have these go to a specific group like "Triage"? Then we can staff that group to help with triage. This is not ideal and will only help until #2 is addressed. 

Prakruti Hindia

Visualizza commento · Data ultimo post: 17 apr 2023 · Jason Walker-C

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