최근 검색


최근 검색 없음

CX Fort Ltd.'s Avatar

CX Fort Ltd.

가입한 날짜: 2021년 4월 15일

·

마지막 활동: 2021년 10월 27일

팔로잉

0

팔로워

0

총 활동 수

11

투표 수

2

플랜 수

7

활동 개요

님의 최근 활동 CX Fort Ltd.

CX Fort Ltd.님이 에 게시물을 만듦

게시물 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?

 

2021년 5월 26일에 게시됨 · CX Fort Ltd.

1

팔로워

1

투표

0

댓글


CX Fort Ltd.님이 에 댓글을 입력함

커뮤니티 댓글 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.

댓글 보기 · 2019년 12월 04일에 게시됨 · CX Fort Ltd.

0

팔로워

2

투표 수

0

댓글