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John Espina

가입한 날짜: 2021년 5월 13일

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마지막 활동: 2023년 11월 08일

Zendesk Customer Care

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댓글Reporting and analytics admin questions

This is a very helpful; article

댓글 보기 · 2023년 11월 08일에 게시됨 · John Espina

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댓글Managing your email
Your ticket has been assigned to our advocacy team. If you want to wait for an agent to join, most customers hear back in 15 minutes.  Otherwise, feel free to check back later or watch for an update sent to della@hostmostgroup.com 
 
Remember to share as many details as you can now so our team can provide the most helpful first reply.

댓글 보기 · 2023년 6월 29일에 게시됨 · John Espina

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커뮤니티 댓글 Q&A - Users, groups, and organizations

Hi Matthew,

I created a ticket to assist you further regarding this issue. I will be sending you an email for further assistance. Kindly refer to this ticket #6866996.

For now, I will be closing this ticket to avoid confusion.

John Espina | Customer Advocate

댓글 보기 · 2021년 8월 13일에 게시됨 · John Espina

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커뮤니티 댓글 Q&A - Users, groups, and organizations

Hi Matthew,

In regards to your concern, here's an article that will provide some steps that you can follow in enabling the chat on your agent/s.

Please see this link: https://support.zendesk.com/hc/en-us/articles/360002031267-How-can-I-fix-Zendesk-Chat-is-not-enabled-for-you-error-

I hope this helps,

John Espina | Customer Advocate

댓글 보기 · 2021년 8월 12일에 게시됨 · John Espina

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댓글Measuring success

Hi Rachel,

In regards to your concern, there are some workarounds that you can perform to try re-evaluating the CSAT score of the customer.

Here are some article links that you can refer to: https://support.zendesk.com/hc/en-us/community/posts/203457806.

Also, there's a community article that you can check: https://support.zendesk.com/hc/en-us/community/posts/205873008-Reset-satisfaction-rating-to-allow-a-resend-after-improvement-of-situation

I hope this information helps.

John Espina | Customer Advocate

댓글 보기 · 2021년 8월 12일에 게시됨 · John Espina

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댓글Setting up Zendesk Chat

Hi Matt,

In regards to your concern, you can use OAuth 2 to authenticate all your application's API requests to Zendesk. OAuth provides a secure way for your application to access Zendesk data without having to store and use the passwords of Zendesk users, which is sensitive information.

Please check this article: https://support.zendesk.com/hc/en-us/articles/203663836-Using-OAuth-authentication-with-your-application

John Espina | Customer Advocate

댓글 보기 · 2021년 7월 02일에 게시됨 · John Espina

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댓글Explore recipes

Hi Allison,

In regards to your concern, the only article that I pulled up here on how to create a query report about customer satisfaction, https://support.zendesk.com/hc/en-us/articles/360059262853-Explore-recipe-Display-all-customer-satisfaction-comments However, I haven't seen here an option on how to sort out the tickets via the most recent. You can only filter it by dates. 

댓글 보기 · 2021년 7월 02일에 게시됨 · John Espina

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커뮤니티 댓글 Q&A - Reporting and analytics

Hi Edwin,

You can try this formula:

IF (([Ticket created - Date]=DATE_ADD(TODAY(),"day",-1)) AND ([Ticket created - Hour]>16))or (([Ticket created - Date]=TODAY()) AND ([Ticket created - Hour]<17))THEN[Ticket ID] ENDIFIt will give you this: https://www.evernote.com/l/AkCqHHz6LFVGf6vhd_qVcQU_clOmT5K0xTI

 

댓글 보기 · 2021년 6월 30일에 게시됨 · John Espina

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댓글Explore recipes

Hi Zach,

To answer your question, as long as the ticket has been solved it will be counted as an attitude following this recipe. So it doesn't matter who solved that tickets either the Assignee or the other agents.

John Espina | Customer Advocate

댓글 보기 · 2021년 5월 24일에 게시됨 · John Espina

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댓글Additional ticket channels

Hi Monica, I will be creating a ticket with regards to your concern about automation setup. 

댓글 보기 · 2021년 5월 06일에 게시됨 · John Espina

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