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CX Fort Ltd.

参加日2021年4月15日

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前回のアクティビティ2021年10月27日

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さんの最近のアクティビティ CX Fort Ltd.

CX Fort Ltd.さんが投稿を作成しました:

投稿 Developer - Zendesk Apps Framework (ZAF)

Hi,

We recently integrated two custom channels using the channel framework.

When a ticket is created, if the end-user account is also populated with an email address, we see 3 comment options. These are comment via;  1-channelframework, 2-email only, 3-private note. The default option is comment via channel framework to channelback agent response.

The problem is when we add comment via channelframework, the response is being sent both on the customer channel and as an email. Zendesk support says this is expected behaviour. The comment is public, and if there is an email notification trigger and the customer has email address field populated the comment will be sent both on channel framework connection and as email. This doesn't make sense to us. Does anyone have experience with this topic?

 

投稿日時:2021年5月26日 · CX Fort Ltd.

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CX Fort Ltd.さんがコメントを作成しました:

コミュニティのコメント Feedback - Chat and Messaging (Chat)

Hi,

Is there any hope to get this feature in Zendesk? 

Queue prioritization and the solution suggested by the porduct manager above is two different things. Contact centers usually use a dedicated team and prioritize queues and this feature is available since many years almost in all enterprise level crm softwares.

コメントを表示 · 投稿日時:2019年12月04日 · CX Fort Ltd.

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