Hiroo Japan

Hi Barry Neary

We had switched over to Omnichannel for a few weeks already, and so far we are liking it. We are happy that the Messaging & Email tickets are routed/ assigned to agents directly.

We noted that Messaging has sound notification enabled, which is great, but are there any plans to enabled sound notification for newly assigned ticket for Email Support? TQ

Hi Barry Neary,

Kudos for being an active PO,

I would like to echo the sentiments here, both options are viable depending on situation. It would be great that we are able to switch up or down when required. It would give us the flexibility to manage operation better!

As stated by Tim, our agents are still human after all.

Hi Riah Lao,

In order to use Omnichannel, it is a must to switch On Agent Workspace and Messaging before the Omnichannel Routing option would appear on yr Admin options. I was facing a noobs moment too earlier.

Hope this help cheers!

Hi @Amy Malka,

I would like to seek some clarification from you, in specific to the matter:

- Workflow for follow-up tickets created for side conversations - when someone replies to a side conversation on a closed or archived ticket.

You mentioned that:Just to share that my trigger with Side Conversation + Is + Replied to is firing on the follow-up tickets created by Side Conversation - when someone replies to a side conversation on a closed or archived ticket.

You also shared that:

But my trigger with Side Conversation + Is + Created is not firing for tickets which are follow-up tickets created by Side Conversation - when someone replies to a side conversation on a closed or archived ticket.

I really need some help on how to properly identify and manage the follow-up tickets created for side conversations -  when someone replies to a side conversation on a closed or archived ticket. TQ

 

Hi Dainne Lucena

Firstly you may want to relook in your reply to Caitlin Whitney on Aug 5th, as per stated in this article on top.

"When an email or Slack side conversation that belongs to a closed or archived ticket receives a reply, a follow-up ticket is automatically created. The new ticket will have the side conversation in it and keep the original assignee and group value."

Which indeed is true, see below, it keeps the original assignee and group value.

So Side conversation follow-up tickets doesn't function entirely the same as normal follow-up tickets.

I too am facing the same issue raised by Caitlin Whitney, For follow-ups to Side Conversations on Closed tickets, Zendesk automatically creates a new ticket for the side conversation and assigns it to the same last group/assignee of the original ticket, regardless of who created the side conversation.  I would like to disable this automatic group/assignee behavior during the creation of the Side Conversation Follow-up OR is there any way to control who the follow-up ticket is assigned to? 

I have been trying out multiple trigger to catch/ identify such tickets but to no avail, could some please advice me on what are the condition required for it? TQ

 

Hi ZD Team,

Sorry if I had missed out, is there any reporting tool in Explore to measure the performance of this function in specific? 

So far, the default "Zendesk Answer Bot" report is more or less able track the Flow Builder Bot performance, so is there any reporting tools to track "Answer for a Bot" function?

Please advice, TQ

Hi Barry Neary,

I am really interested to switch over Omnichannel and I am happy to know that most channels which I manage are supported, however, able to advised if Chat & Telegram via Integration Channel are supported? Please adv, TQ.

Channels which I manage,

• Email - Supported
• Web form - Supported
• Messaging - Supported
• Chat - ???
• Telegram via Integration Channel - ???