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Nick S

Data ingresso 17 mag 2024

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Ultima attività 12 gen 2025

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Ultima attività di Nick S

Nick S ha commentato,

Commento nella community Feedback - Apps and integrations (Platform)

Hi Andres, thank you for sharing that, however we do not use Zapier and ideally would like a workflow that doesn't rely on another third party.

Visualizza commento · Data ultimo post: 09 gen 2025 · Nick S

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Nick S ha commentato,

CommentoZendesk messaging

Agreed on Jahns' point above, our agents have ended a Messaging ticket, and through omnichannel routing settings unassigns the ticket, which then can't be re-assigned through omnichannel routing settings. 

 

We're seeing the same results of ‘stranded’ Messaging tickets which are no longer being routed if they have been unassigned, despite agents having availability and capacity. 

Visualizza commento · Data ultimo post: 20 dic 2024 · Nick S

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Nick S ha commentato,

Commento nella community Feedback - Reporting and analytics (Explore)

+1 on this. As our queues grow it would be helpful to see the exact tickets in queue and their order within said queue. 

Visualizza commento · Data ultimo post: 15 dic 2024 · Nick S

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Nick S ha commentato,

CommentoZendesk messaging

Hi team, what is the suggestion to manage large outliers in expected wait time which are inaccurate. We are seeing large expected wait times of several hours when most tickets are responded to within a few minutes. 

Visualizza commento · Data ultimo post: 27 nov 2024 · Nick S

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Nick S ha commentato,

CommentoTicket basics

Is there any way to see beyond the 20 most recent pages/help centre articles viewed?

Visualizza commento · Data ultimo post: 25 nov 2024 · Nick S

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Nick S ha commentato,

CommentoMeasuring success

+1 on Rubens point. We'd like the positive rating to the at the top, but we don't have the ability to change the order. 

Visualizza commento · Data ultimo post: 07 nov 2024 · Nick S

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Nick S ha commentato,

Commento nella community Feedback - Chat and Messaging (Chat)

Spot on, Brayden - with the old Zendesk Chat we had the ability to block by IP Address which was a handy feature. Although  it didn't stop people from using a VPN for a different IP address it was still a greater deterrent than just an email address/private window which is very easy to do. 

Visualizza commento · Data ultimo post: 06 nov 2024 · Nick S

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Nick S ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Following - this would be handy. Moving tags to the bottom of the screen with skills, or having the field collapsable gives a lot more real estate to the more important ticket aspects. Hiding tags altogether isn't an ideal solution. 

Visualizza commento · Data ultimo post: 17 ott 2024 · Nick S

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Nick S ha commentato,

CommentoMeasuring success

Hi Tetiana, yes I see the comment in the ticket events within Agent Workspace, however I know agents would love to be able to see this feedback where it used to be; at the top of the ticket underneath the satisfaction provided. Bit more visible compared to changing to events view. 

Visualizza commento · Data ultimo post: 16 ott 2024 · Nick S

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Nick S ha commentato,

CommentoMeasuring success

Hi, I am liking the new feature! We don't seem to be able to get the Open Ended Question/text box feedback to appear in the ticket for the agent. I can see they appear in the 'ticket satisfaction comment' section in Explore, but not in the ticket itself. The ticket does display the rating, but no comments. Is this coming soon or is it a technical issue? 

Visualizza commento · Data ultimo post: 11 ott 2024 · Nick S

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