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Antonio Naddeo
参加日2022年7月15日
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前回のアクティビティ2024年11月20日
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さんの最近のアクティビティ Antonio Naddeo
Antonio Naddeoさんがコメントを作成しました:
I can see progress on the setup of child tickets, but I’m surprised the “To” field’s behavior hasn’t changed, or that the setup isn’t adjustable. Currently, it seems the only way to change it is by manually updating it after creation, which adds extra work for the agent and isn’t ideal.
When creating a child ticket, it’s only possible to send or assign it to a group or an agent, which works well for internal collaboration. However, this approach is limited for organizations (like ours) that need to work with external partners.
Question: Why isn’t it possible to send a child ticket to an external email address instead of assigning it directly to an agent?
While email side conversations allow sending to external addresses, this option isn’t available for child tickets. 🙄
Use case:The use case here is that we’re working closely with an external organization, so ideally, the assignee would remain the same as the parent ticket by default without the need of changing the assignee or type it manually (waste of time), and the “To” address could be set to an external organization.
Why this matters: Email side conversations don’t support custom fields or apps, whereas child tickets can map nearly all fields from the parent ticket, which is highly beneficial. We rely on various apps in the sidebar that only work with tickets, not with email side conversations.
Is it something on your radar Zendesk?
Appreciate your response on this feedback.
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コメントを表示 · 投稿日時:2024年11月20日 · Antonio Naddeo
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Antonio Naddeoさんがコメントを作成しました:
Hello again,
I am reaching out to request an update on this topic, which is a total blocker to release messaging for us.
I have discovered through testing (as it is not documented anywhere) that the flow builder starts a new conversation if you open a new tab with the messaging widget. This results in the conversation restarting and creating a new ticket whenever the customer opens a new session in a new tab. (assumption is new ticket is session based, but if client never closed the session it will aliment the same existing ticket).
An alternative workaround, though not ideal, is to create a trigger to close the ticket (if the ticket is messaging and the status changes to solved.) This forces the creation of a new ticket, but with the previous ticket is closed, therefore no further actions and follow-up can be taken on a closed ticket, making it absolutely useless as workaround.
Given that the widget you are using supports multiple conversations, could you please clarify when we can expect a way to create a new messaging ticket for different issues? Your guidance on this matter would be greatly appreciated.
Thank and politely awaiting for an update
コメントを表示 · 投稿日時:2024年7月04日 · Antonio Naddeo
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Antonio Naddeoさんがコメントを作成しました:
Naina Mathur any update on this topic please?
コメントを表示 · 投稿日時:2024年7月02日 · Antonio Naddeo
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Antonio Naddeoさんがコメントを作成しました:
Naina Mathur do you have an update on this feature please? Thank you
コメントを表示 · 投稿日時:2024年6月10日 · Antonio Naddeo
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Antonio Naddeoさんがコメントを作成しました:
Naina Mathur for coming back to me regarding the option of being able to resolve a Messaging conversation and create a new one. As of today the only workaround is to create a trigger that when the ticket is solved, the triggers turns the Messaging conversation is into closed, and you can start a new messaging conversation.
What is the issue? With a closed ticket there is absolutely nothing you can do. This together with the lack of proper multi-language support is a blocker for Messaging and Flow Builder functionality.
You can solve tickets, you solve chats, you can mark as done side conversations, why you cannot mark as done/solved a messaging conversation in order to start a new one?
コメントを表示 · 投稿日時:2024年3月21日 · Antonio Naddeo
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