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Paul Riscalla
Data ingresso 20 mag 2023
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Ultima attività 23 ott 2024
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Paul Riscalla ha commentato,
The Zendesk team needs to come reply/close out this thread. This was released as a feature last week and is now doable by limiting ticket statuses to your ticket forms… so as long as each of your groups uses a different ticket form this essentially accomplishes the same thing and allows you to only show relevant statues to agents https://support.zendesk.com/hc/en-us/articles/7755811560346-About-form-ticket-statuses
Visualizza commento · Data ultima modifica: 23 ott 2024 · Paul Riscalla
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Paul Riscalla ha commentato,
Hi Zendesk team - this function does not work if you are trying to modify a ticket that has incomplete required fields. For example a ticket was merged and closed automatically by Zendesk during the merge with some required fields still blank. When you try to update the tags after the ticket is closed, Zendesk throws an error that the required fields are missing, however you can't edit those fields, which makes this feature unusable on those tickets.
Visualizza commento · Data ultimo post: 07 set 2024 · Paul Riscalla
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Paul Riscalla ha commentato,
+1 for this
Visualizza commento · Data ultimo post: 06 set 2024 · Paul Riscalla
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Paul Riscalla ha commentato,
+1 this is a must have
Visualizza commento · Data ultimo post: 04 set 2024 · Paul Riscalla
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Paul Riscalla ha commentato,
Just my opinion, but it's a bummer this isn't being prioritized this entire year and things like AI are taking over (which are an extra add-on cost and not available on the regular subscription plans) - vs getting basic features like this working instead
Visualizza commento · Data ultimo post: 21 mar 2024 · Paul Riscalla
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Paul Riscalla ha commentato,
Hi Shawna James, while you closed the other thread on this topic (https://support.zendesk.com/hc/en-us/community/posts/5482311512986-Changing-the-answerbot-avatar) are you please able to address the comments added there? Particularly wondering about my last comment where I see the feature is available in some capacity, trying to understand is it part of Advanced AI? Or is that screenshot of Live Chat and not Messaging? If you can please address that information it would be helpful as right now the other thread was just locked with no input on the comments there.
Visualizza commento · Data ultima modifica: 13 set 2023 · Paul Riscalla
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Paul Riscalla ha commentato,
Prakruti Hindia I have filled in the EAP form and followed up with a message weeks ago, no one is responding to us!
Visualizza commento · Data ultimo post: 07 set 2023 · Paul Riscalla
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Paul Riscalla ha creato un post,
There are a couple posts related to this, but they are both one sided (SMS to Email)... this is a feature request to bring SMS on par with the other channels we have today where we can seamlessly switch in the composer from phone to email, or messaging to email, or email to phone, etc. etc.
SMS is disconnected from this functionality for some reason. We really need the ability to:
- Continue an SMS ticket as an email
- Switch an email ticket to SMS
There are a variety of reasons to needing to do this, same as why we would switch from messaging to email and email to messaging, etc. We need to be able to continue the same ticket and switch the channel. Creating a new ticket/merging, etc. is just a headache and confusing for agents.
The lack of this feature makes SMS really difficult to implement as a support channel as it doesn't behave like the other channels we have.
Data ultimo post: 16 ago 2023 · Paul Riscalla
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Paul Riscalla ha commentato,
Same here, the current behavior makes no sense.
Visualizza commento · Data ultimo post: 14 ago 2023 · Paul Riscalla
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Paul Riscalla ha commentato,
Awesome that's great news.
Visualizza commento · Data ultimo post: 11 ago 2023 · Paul Riscalla
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