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Win Stacy

가입한 날짜: 2021년 5월 13일

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마지막 활동: 2025년 1월 29일

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커뮤니티 댓글 Feedback - Chat and Messaging (Chat)

This feature is really needed for chat support in the agent workspace. Is there an ETA on when it will be provided?

Chat agents need to understand where the customers are chatting from at the beginning of the chat. To help provide the correct support related the country the customer is from. Yes, they can ask the customer for their location. But that is an extra question and wasted time. Especially because this detail was previously provided in the Chat app.

Zendesk Support's workaround, is to check the chat history (in the Chat Dashboard) once the chat is completed. This IS NOT a workaround. Once the chat is completed they would have already asked the customer for their location. The agent needs this information at the beginning of the chat not after it has ended.

댓글 보기 · 2023년 3월 08일에 게시됨 · Win Stacy

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Have the same use case. Agents are receiving emails to their personal work accounts, and most of these emails have others cc'd on them.

The agents are replying to the email and adding the support address. Which gets the conversation in Zendesk but the ticket requester is not correct.

Want to share the agent forwarding solution, but it doesn't support cc's.

댓글 보기 · 2022년 8월 09일에 게시됨 · Win Stacy

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커뮤니티 댓글 Feedback - Admin Center

Gonzalo Rivero I know this has been a while, hopefully you figured it out. In case you didn't find this article, here is an article that should help address your question. https://support.zendesk.com/hc/en-us/community/posts/4409507047578-Solving-a-ticket-while-leaving-assigned-to-group

댓글 보기 · 2022년 7월 08일에 게시됨 · Win Stacy

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댓글Explore recipes

Never mind, I read the article a little closer. I think I know what my mistake is

댓글 보기 · 2021년 4월 01일에 게시됨 · Win Stacy

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댓글Explore recipes

I am trying to get the time spent on a ticket in a given month. The account as the Time Tracking app. I am using the Support Tickets Data Set, and I copied and pasted the Update handling time (min) formula. But Explore keeps giving me a error (and the formatting in the formula doesn't match the example. What am I doing wrong?


댓글 보기 · 2021년 4월 01일에 게시됨 · Win Stacy

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