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Emily Czechowski
参加日2021年10月16日
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前回のアクティビティ2023年12月27日
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さんの最近のアクティビティ Emily Czechowski
Emily Czechowskiさんがコメントを作成しました:
Hi all, I am wondering if it is possible to create a metric, attribute or query to identify tickets that contain certain words or strings of words? i.e. Get ticket numbers for all tickets that contain the words "alpha" and "beta". Must contain both to return ticket ID. How would I do this?
コメントを表示 · 投稿日時:2021年6月09日 · Emily Czechowski
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Emily Czechowskiさんが投稿を作成しました:
We have the agent workspace and have switched to messaging instead of chat.
Please could someone tell us how to get the click through rate, resolution rate and rejection rate when the channel is "answerbot"? We have figured out that this references our MESSAGING answerbot (not email) but we need to be able to see these figures to see how well it is working. Any ideas?
If we change the channel to "emails" we can see these boxes populated, we want this for answerbot too.
投稿日時:2021年6月03日 · Emily Czechowski
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Emily Czechowskiさんが投稿を作成しました:
We are in the agent workspace and have switched to messenger, however we are having this issue:
If a customer had a recent conversation with an agent over messenger, this was resolved and the ticket solved, we are finding if the customer comes back before the ticket is closed this does not add the messenger chat back to the live chat queue but instead opens it again in the agents inbox. We find this will be very impractical if for example the agent is away, it is a weekend, or the agent just does not see the message quickly. In this instance the customer will be on live messenger waiting for a quick response but we may not realise. Is there a way to force any reopened messenger conversation back in to the queue for any agent to pick up if the ticket has previously been solved?
投稿日時:2021年6月03日 · Emily Czechowski
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Emily Czechowskiさんが投稿を作成しました:
In Zendesk Messenger is it possible to turn off the automatic “Was this helpful?” question that answer bot asks once you have sent an article or a final message within a flow? We are finding if customers click “no” they then get the option to talk to a human without Answerbot gathering any information from them like their name or email address. As such, when they arrive in to our agent workspace we have no idea who they are as they just appear as "Web User 834939402983". This is making it very difficult for us to use messenger successfully.
We would like to have full control over when customers talk to an agent and force them to use the pre-determined forms we have added to our flow builder if they need to speak to someone and provide us with their details.
We are also finding that on messenger even if the customer just says “hi” or “hello” Answerbot does not recognise this is not a question and will suggest articles to them, of course none of which are helpful as the customer has not yet given a question or clicked a flow path.
Ideally we would like to turn this feature off, but if it is not possible is there a way we can force the customer to fill out their details if they get to the “talk to a human” without going through the flows?
投稿日時:2021年6月03日 · Emily Czechowski
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