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Jakub Tabaka

가입한 날짜: 2023년 1월 04일

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마지막 활동: 2025년 2월 26일

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님의 최근 활동 Jakub Tabaka

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커뮤니티 댓글 Feedback - Ticketing system (Support)

This has been live for the past few days. I noticed a glitch though

In some cases this note is visible right in the ticket

however in other cases it is only showing up in ticket events. I think it depends whether requester was notified via email sent by a trigger or automation, vs by an agent - but I might be wrong.

Zendesk please can you investigate this. This note would be very handy if it was always visible on the ticket level!

댓글 보기 · 2025년 2월 26일에 게시됨 · Jakub Tabaka

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Dear Zendesk,

Is there anything on the horizon? This feature is in high demand!

 

 

댓글 보기 · 2025년 2월 20일에 게시됨 · Jakub Tabaka

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커뮤니티 댓글 Feedback - Chat and Messaging (Chat)

Any updates?

댓글 보기 · 2025년 1월 28일에 게시됨 · Jakub Tabaka

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커뮤니티 댓글 Feedback - Ticketing system (Support)

+100 too, we need this feature - when we watch the floor - monitor messages and calls live, we use it , we created an “on-going” conversations view, and we need it to auto refresh to reflect a true state every time!

댓글 보기 · 2024년 12월 13일에 게시됨 · Jakub Tabaka

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댓글Using Built by Zendesk apps

@... please see my above post. This is how the app works, I believe it's a glitch that hopefully can be addressed by your devs?

댓글 보기 · 2024년 11월 07일에 게시됨 · Jakub Tabaka

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댓글Using Built by Zendesk apps

Hello Max

I have a solution for:
- You open a proactive tickets app
- then you select your customer base
- then you click the tickets, and click on “Create XXX tickets”
- then please scroll to the bottom 4. Select a macro. You select the desired macro and click on the “previous” button in the bottom right corner, followed by “Create XXX tickets” again

THE MACRO DESCRIPTION will fill in automatically.

You then have to fill in a few mandatory fields (marked in red) such as campaign name, group and assignee and ticket status.
- once you're done click on NEXT, double check everything on the next screen and then SEND

Let me know if this hasn't resolved the issue, but I believe it will !

댓글 보기 · 2024년 11월 07일에 편집됨 · Jakub Tabaka

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커뮤니티 댓글 Q&A - Chat, messaging, and widgets

Hello Dainne, thank you very much

댓글 보기 · 2024년 5월 30일에 게시됨 · Jakub Tabaka

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게시물 Q&A - Chat, messaging, and widgets

I am trying to understand how proactive messaging should work, I am relating to this article 

 

2. Under Frequency,choose how often a customer will receive a proactive message:

  • Once per customer. Message will only show the first time the customer meets the conditions. After clearing the browser’s cache, the customer will be treated as a new user at their next visit and will see the message again.
  • Once per visit. After the message is opened or dismissed, it won't show again until the customer’s next visit.
  • Every time the conditions are met. Recommended only for critical or time-sensitive messages.

In my understanding, when I set up the frequency as “Every time the conditions are met”, the proactive message will come up every time the conditions are met, so for example if the trigger is opening a certain web page, every time when this page is opened proactive will fire. 

The problem I am having is that it will only fire one time, and then it will not fire at all when I refresh the browser and go to the same page, but only if I clear the cookies on browers. 

 

Is anyone experiencing the same problem? Is this an issue at all, or is it supposed to work that way? As if it is, then in my opinion having the above “frequency” settings is pointless. Only the “Once per customer” is mentioning clearing the browser's cache, and the other two settings are not.

Any explanation would be appreciated.
Thank you!

 

 

2024년 5월 29일에 게시됨 · Jakub Tabaka

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댓글Ticket automation and collaboration

Hello, can I get some clarification on the omnichannel routing please?

If I was to use the Omnichannel routing with skills to route messaging tickets.

I understand that in the first phase the skill routing takes place, and if no agent is available to take the ticket after the specified threshold time has passed, then the second phase starts - and the ticket goes back to the Omnichannel queue.

My question is about the the first stage (skills routing).
Let's assume I have the following 2 skills:
- skill 1
- skill 2

and 3 groups:
Group A
Group B
Group C
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The incoming messaging ticket was assigned "skill 1" and "Group B" by my triggers.... 

So, in the first phase or routing (skill based), would this be assigned to only agents with "skill 1" that are included in Group B, or to all agents in all groups providing they have "skill 1" ????

And then, if no one was available after the threshold time, I understand that 2nd phase would take place - so that this ticket would be routed to any agent from "Group B" - regardless of their skills, but who are online and at free capacity?
----------
Please may I have some more clarification here? 
Many thanks
Regards

댓글 보기 · 2024년 2월 23일에 편집됨 · Jakub Tabaka

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댓글Using Built by Zendesk apps

Hello Gab, many thanks.
However I did resolve it myself.... 

It was one of the custom fields - we called it "customer query". We ticked the option that says "required to solve the ticket". Seems the app was unable to override this and without customer query value it was unable to solve tickets, unlike triggers - they can do it. I added customer query into the macro and this has resolved the issue.
Maybe something to pass on to your developers?
Thanks

댓글 보기 · 2024년 1월 25일에 게시됨 · Jakub Tabaka

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