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Anton M.

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2022년 9월 12일

Zendesk Partner (OAPPS)

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커뮤니티 댓글 Feedback - Apps and integrations (Platform)

At the moment the best way is to use Zendesk API (+ Zendesk apps or some backend script) to pull additional information. In the  Ticket.Audit you can get SunCo Conversation ID. Then you can use SunCo ConversationID to pull additional information via Smooch API.
Tho Zendesk is rolling out a feature to pass ExternalD

댓글 보기 · 2022년 9월 12일에 게시됨 · Anton M.

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게시물 Feedback - Chat and Messaging (Chat)

Agents should be able to preview videos and listen audio files without leaving agent workspace.

In our case customer send us many DMs with videos showing issues they have with delivery.

When agents use native social media tools they can view videos or listen to audio files right within conversation. In Zendesk they have to spent time opening files in the new  browser tab. 

We think using Zendesk should not degrade agents performance. We waste ~40 man hours hours daily because of this missing feature.

2022년 3월 08일에 게시됨 · Anton M.

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커뮤니티 댓글 Feedback - Ticketing system (Support)

7 years have passed. There is still no way to manage bounces. How come, Zendesk?

I would suggest to flag comments that were not delivered in some way.

댓글 보기 · 2022년 2월 15일에 게시됨 · Anton M.

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댓글Using AI agents for messaging

Can you share a tip, how to make bot to react properly to the conversation start? 
When we start conversation in a web widget, the bot reacts proactively so users can see icebreakers options straight away. 

Yet when using social messaging, the bot does not start by itself, so conversation starts like that: 
1. User: Hello! 
2. Answer bot: Sorry I do not understand. Please rephrase or
(Start Over) 
3. User: Start Over 
4. Answer Bot: Please choose your issue (billing) (other)

Is there a way, for the bot to skip to the root tree element (4) when receiving greeting from user or even start proactively in Twitter and other channels, that support it?

댓글 보기 · 2022년 2월 01일에 게시됨 · Anton M.

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커뮤니티 댓글 Developer - Zendesk APIs

Pavlo Zaporozkyi have you received any feedback about CCAPI usage along with messaging? 
My current understanding is that you need to get SunCo to add bots to messaging.

댓글 보기 · 2022년 2월 01일에 게시됨 · Anton M.

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커뮤니티 댓글 Feedback - Reporting and analytics (Explore)

upvoting. having 2 weeks №52 in one year is a mess (Jan from previous year + Dec for current)  .
In our internal reports I've created a new custom metric as a workaround. 

Here is calculated attribute code, that works for ticket creation week and year. It uses the fact, that first day of the week only exists in 1 year, + some formatting, so the text field will sort correctly. 

If WEEK_NUMBER_MONDAY(START_OF_WEEK_MONDAY([Ticket created - Timestamp]))<10 then 
String(Year(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
+"-0"+String(WEEK_NUMBER_MONDAY(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))

else
String(Year(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
+"-"+String(WEEK_NUMBER_MONDAY(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
endif


PS you may need to use WEEK_NUMBER_SUNDAY if your weeks start on Sunday. 

댓글 보기 · 2022년 1월 25일에 게시됨 · Anton M.

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커뮤니티 댓글 Feedback - Apps and integrations (Platform)

That’s a phone number where Zendesk staff can contact you in case of emergency with your app or integrations.

댓글 보기 · 2021년 11월 14일에 게시됨 · Anton M.

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커뮤니티 댓글 Feedback - Chat and Messaging (Chat)

SunCo is a great tool, but additional cost will be too steep for many customers and they may choose to switch to 3dparty chats/bots.

It’s a pity Zendesk doesn’t offer solution to have persistent chat and bots integrations out of the box.

댓글 보기 · 2021년 4월 09일에 게시됨 · Anton M.

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게시물 Feedback - Chat and Messaging (Chat)
Every customer we speak have plans or already use chatbots built specific for their needs in-house or by numerous bot providers. Messaging is lacking an option to connect 3d party bots. Every other product have this feature embedded. We feel the feature should be part of Suite plans.

2021년 4월 08일에 게시됨 · Anton M.

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커뮤니티 댓글 Feedback - Apps and integrations (Platform)

The issue is resolved
Now Zendesk shows the "Account is Locked" message

댓글 보기 · 2021년 4월 06일에 게시됨 · Anton M.

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