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Ntsako Masinge
Data ingresso 05 nov 2021
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Ultima attività 10 giu 2024
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Ultima attività di Ntsako Masinge
Ntsako Masinge ha commentato,
Hi,
We have a customer that would like to hide/ mask the customer details from their agents when a ticket is created i.e
- Mobile Number: Only last 4 digits to be visible.
- Email Address: Only the text after the @ to be visible.
- ID Number: Only first 6 digits to be visible.
We have these fields an custom user fields in zendesk, and our work around was that we would use the hide field app to achieve this but it does not have the capability to hide user fields, only form fields.
The above information is key to other customer sensitive information or high information and they want the agent to not be able to see those key user fields.
Visualizza commento · Data ultimo post: 10 giu 2024 · Ntsako Masinge
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Ntsako Masinge ha creato un post,
Hi Zendesk,
We need the functionality to be able to hide custom user fields that contain customer information, and we want to mask this information. So far, Zendesk cannot do this, can we get this requirement please. Some of our customers want to hide some sensitive customer information from the agents.
Data ultimo post: 24 mag 2024 · Ntsako Masinge
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Ntsako Masinge ha commentato,
This is a need especially if you are using omni-routing to route your email tickets. New emails don't auto assign immediately unless agent refreshes
Visualizza commento · Data ultimo post: 10 mar 2023 · Ntsako Masinge
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Ntsako Masinge ha commentato,
Hi,
Which datasets and Metrics have been used to calculate the Agents CSAT score that shows on the agent dashboard. Using Explore, I am getting a different score completely. They don't correspond.
Visualizza commento · Data ultimo post: 05 apr 2022 · Ntsako Masinge
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Ntsako Masinge ha commentato,
Hi @...,
Noted. I will await feedback. Thank you.
Visualizza commento · Data ultimo post: 23 nov 2021 · Ntsako Masinge
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Ntsako Masinge ha commentato,
Hi Support,
Need your assistance please.
The Facebook Messenger messages that do come through Zendesk aren’t kept open, once the agent has replied. When send (or enter) is clicked in response to client, the ticket is closed and it shows to the client that the agent has left the chat.When this happens, it is closed to me on messenger as well, so the client's query goes totally unresolved.In order to recover that ticket, agents need to search through the entire Zendesk, to retrieve the chat.
Any idea why?
Visualizza commento · Data ultimo post: 22 nov 2021 · Ntsako Masinge
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Ntsako Masinge ha commentato,
Hi,
We have a customer that has a fixed footer , and wants the chat icon within a button format... is there a HTML code that I can try in order to make this happen ?
Visualizza commento · Data ultimo post: 05 nov 2021 · Ntsako Masinge
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