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Chris Sinclair

Data ingresso 16 ott 2021

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Ultima attività 02 ott 2024

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Chris Sinclair ha creato un post,

PostZendesk Support Beta - Modernized Conversational Experience

The conversation view is great but some messages are now sqashed, only taking up ~30-40% of the width of the browser/conversation window - this makes the messages/updates much longer, with more scrolling and looks messier.

 



 

Data ultimo post: 06 giu 2024 · Chris Sinclair

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Chris Sinclair ha commentato,

Commento nella community Feedback - Help Center (Guide)

Posting an update here, we've managed to get it working (unpublished/unsupported method, but is working for now):

GET https://yourcomain.zendesk.com/knowledge/api/articles/articleid

The JSON response includes this block:

  "owner": {

    "id": ownerid,
    "type": "user"
  },
 
Should help those who are ok getting it working on their own. We use this with Power Automate to automatically assign feedback tickets for articles to the article owners (i.e thumbs down on an article automatically creates a ticket, this ticket then gets auto-assigned to the article owner). 

Visualizza commento · Data ultimo post: 28 nov 2023 · Chris Sinclair

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Chris Sinclair ha commentato,

CommentoUsing content publishing flows

Why can't you report this activity per group? Looking to create/manage a content creation/update SLA but there is no way to show the activity per group ('team')

Visualizza commento · Data ultimo post: 01 mar 2023 · Chris Sinclair

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Chris Sinclair ha commentato,

CommentoTicket automation and collaboration

Will direct messaging be a thing at some point? I have agents jumping out of Zendesk to get faster responses from requestors via teams. It would be better if we could do this in Zendesk.

Visualizza commento · Data ultimo post: 14 dic 2022 · Chris Sinclair

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Chris Sinclair ha commentato,

Commento nella community Feedback - Ticketing system (Support)

I'm really keen to see nested groups too - we have multiple teams working together sometimes on similar activities and having to have a ticket assigned to a specific group doesn't' make sense. Adding agents to multiple groups also makes assignment messy. 

Visualizza commento · Data ultimo post: 04 ott 2022 · Chris Sinclair

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CommentoThird party and social messaging channels

Chris Drylie that would be great, thanks.

Visualizza commento · Data ultimo post: 01 ott 2022 · Chris Sinclair

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Chris Sinclair ha commentato,

Commento nella community Feedback - Help Center (Guide)

We need this too. Really frustrating that you can't use the API to create a list of article owners (or those that are missing ownership) or to be able to automatically assign a ticket (when being created) to the group of the article owner (when clicking through via the article to create a new ticket)

Visualizza commento · Data ultimo post: 29 set 2022 · Chris Sinclair

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Chris Sinclair ha commentato,

CommentoThird party and social messaging channels

Really frustrating trying to get this setup. I've managed to get a new account created to use on the slack side (let's call it HelpBot@abc.com), but because we use SSO on both Zendesk and Slack, its impossible to configure the integration without also adding the account to Zendesk as an admin, something we don't want to do. 

Next step to try is to use the non-sso login for Zendesk and the SSO login with the correct account for the Slack integration, although I'm having issues with non-sso login (lets me log in but won't let me access admin settings). Have reached out via the support bot for assistance.

Would prefer an integration that didn't require an account.

Visualizza commento · Data ultimo post: 29 set 2022 · Chris Sinclair

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Chris Sinclair ha commentato,

CommentoHow to create and update reports

Would be great to know which IVR option was selected, rather than just the end destination. We have multiple IVR options we use to try and separate request types which I'd like to report on (i.e, 3 options, two go to the same team, one to an external number). 

Visualizza commento · Data ultimo post: 04 mag 2022 · Chris Sinclair

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Chris Sinclair ha commentato,

CommentoManaging Talk

@...,

It's not that I need to know how it works on the back end, I want the agent to see what option a user selected so we can use a different greeting. For example, if new starters got an option (i.e if you are new to the org, select 1) then the greeting could be customised, such as "welcome to xx, hope you are enjoying the new role etc etc".

 

Cheers.

Visualizza commento · Data ultimo post: 28 set 2021 · Chris Sinclair

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