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Dante Zanoni
가입한 날짜: 2021년 11월 24일
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마지막 활동: 2024년 2월 23일
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님의 최근 활동 Dante Zanoni
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Hello I've added this filed and trigger and still have no option to text back even though they call, and I did check the box for that form not sure what i am doing wrong.
Dante
댓글 보기 · 2022년 12월 09일에 게시됨 · Dante Zanoni
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Can the end user or customer see email side conversation?
댓글 보기 · 2022년 9월 20일에 게시됨 · Dante Zanoni
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We in our organization use Zendesk for Health Care/Social Services. When a customer reaches out, we ask them what their preferred channel of communication is, when they submit a ticket via our website. Some Say they prefer to be texted, even though they reached out via web or email.
It would be very helpful to have "text" as a reply option in any channel someone reaches out to us in, especially if they request that as the proffered channel of communication.
Need text as option here
Thank You
Dante Zanoni Program Manager, The Connection Initiative.
2022년 9월 16일에 편집됨 · Dante Zanoni
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If a Contributor submits a ticket, and they are sent a CSAT, are thy able to give feedback or will access be denied like that of an Agent or Light Agent?
Thank you
Dante Zanoni
댓글 보기 · 2022년 6월 14일에 게시됨 · Dante Zanoni
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If I stick myself in that group of Light Agents as an Agent, they will still get notification of the ticket correct, via their email? Which in turn allows them to log into the platform?
댓글 보기 · 2021년 12월 09일에 게시됨 · Dante Zanoni
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Hello,
Right now I am the sole agent with many light agents, as we start this new programs.
If create a group of only light agents, can I assign a tickets to them, Or do you have to have an Agent in that group as well?
Thanks
Dante
댓글 보기 · 2021년 12월 09일에 게시됨 · Dante Zanoni
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Thank you Cheeny,
I am familiar with some of the permissions of light agents. I guess my question is; Is there any way to have a side conversation where myself, as the sole agent assigned to the ticket, is able to privately talk with whomever I'm having side conversation with, so no other followers, cc's, or any light agents that may be in group that was assigned the ticket can see the side conversation?
Sorry this sounds bit confusing.
Thanks
Dante
댓글 보기 · 2021년 11월 29일에 게시됨 · Dante Zanoni
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So light agents are able to log into platform to see ticket thread even if they were not assigned the ticket. I only assigned the ticket to myself and no other group. I only cc'd some light agents through public reply. Some of the cc'd agents were able to log in to the platform through email, some could only reply through email thread. Bit confusing
댓글 보기 · 2021년 11월 24일에 편집됨 · Dante Zanoni
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Is there anyway to have a private side conversation with either the end user or one of the light agents within the ticket so all other cc'd light agents aren't able to see it? I've tried side conversation using email, and assigned ticket to just myself as the sole agent, and cc'd other light agents. Any and all Light agents where able to see the side conversation email.
댓글 보기 · 2021년 11월 24일에 게시됨 · Dante Zanoni
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