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Maxim Nikolenko's Avatar

Maxim Nikolenko

Data ingresso 27 dic 2023

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Ultima attività 27 dic 2023

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Maxim Nikolenko ha commentato,

CommentoZendesk messaging

I would appreciate if you could suggest some workaround for the following scenario

1. Customers uses a messaging widget for a self-service - the bot suggests some quick hints and solutions, they search for articles in KB. 
2. They encounter a problem and report it. Bot tries to pass the problem to a live agent. The agent notifies the user that the problem is being under investigation and there is an open/pending ticket. Such ticket can stay in this status for a several days
3. All this time the user can neither search for data in the KB (through widget), nor communicate with the bot, nor report a new problem, because all new messages will be sent to the same ticket. But the second problem may have a different context, it may be handled by a different department. 

It turns out that for the Messaging channel you can only have one unclosed ticket at a time. 

Is there any way to "unlink" a ticket from the messaging channel so that it would be linked, for example, to an Email. For example via API/Macros/Triggers

Visualizza commento · Data ultimo post: 27 dic 2023 · Maxim Nikolenko

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