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Matt Davis
가입한 날짜: 2022년 7월 11일
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마지막 활동: 2024년 9월 25일
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님의 최근 활동 Matt Davis
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Hi, it looks like this ticket is Awaiting My Reply, but I'm not aware of any action required. How can I help with fixing this issue? It seems to still be occurring, and we still regularly receive questions from our agents about this behavior.
댓글 보기 · 2024년 9월 25일에 게시됨 · Matt Davis
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This seems to have rolled out to our Production instance overnight, which was not enrolled in the beta program. Is this now Live rather than a Beta? Where is the documentation on the new changes and features we can share with our users?
댓글 보기 · 2024년 7월 16일에 게시됨 · Matt Davis
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We are also now experiencing problems with the integration - all our trigger notifications suddenly stopped working at precisely 9pm ET on 2/20 and have not returned. We have Support ticket #12369493 open but have not received any advice besides a request to reinstall.
댓글 보기 · 2024년 2월 22일에 게시됨 · Matt Davis
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Hi Amie Brennan thank you for your response. This actually only occurs when the new Context Panel side conversation is enabled, I'm considering disabling the feature to try to restore lost functionality. There are video examples in Support Ticket #12263432 which I cannot post publicly.
댓글 보기 · 2024년 1월 30일에 게시됨 · Matt Davis
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If you have a Side Conversation open in the panel on any ticket, you are blocked from using drag-and-drop to attach files to any other ticket open, even if that Side Conversation is in the hidden and in the background.
When agents have multiple tabs open and are working on (or even just viewing) multiple tickets at once, it's very difficult to determine which has the Side Conversation panel open, and our agents often need to resort to quitting Zendesk entirely and opening a blank workspace, losing all those tickets.
This has led many of our Agents to stop using side conversations entirely, due to the difficulty they cause when trying to send files to the customer.
2024년 1월 29일에 게시됨 · Matt Davis
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Hi @..., this is causing significant issues for our agents because the behavior persists across multiple ticket Tabs. If you have a single side conversation open on any ticket, then you are blocked from drag-and-dropping uploads onto any other ticket which you may have open.
This means you either need to click through all 10 tickets you may have open and close all the side conversations, or fully quit Zendesk and open a blank workspace.
댓글 보기 · 2024년 1월 29일에 게시됨 · Matt Davis
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After an organization is Deleted following its merge, what happens to its Archived and Closed tickets?
The article here indicates they are not updated to point at the new organization, but it's unclear what state they are in after the merge. Do they remain under the old (deleted) organization, breaking the "breadcrumb" in the top bar? Or do they become unassigned from all organization entirely and become orphaned?
댓글 보기 · 2023년 11월 06일에 게시됨 · Matt Davis
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The current Team Members page is much cleaner than the old one, but I'm sure you already understand it is missing some critical features (I assume this is why you still link back to the old one for Bulk Management).
One very useful feature which neither page has would be the ability to Filter/Sort by License Consumption and Suspension Status. When managing organizations with many Custom Roles, the only way to get a view of all Licensed agents is to use the Filters to select each role individually, which is clunky, and requires exact knowledge of which roles consume licenses or are forms of Light Agent.
There doesn't appear to be any way to sort or filter for Suspension Status currently either.
Finally, it would be useful to be able to manage (or at least View/Sort) Agent Groups and Tags. Currently we have some Roles reflecting different Brands, which are essentially duplicates of each other, but keeping them separate is the only way to allow filtering/sorting from the Teams page.
2023년 11월 06일에 게시됨 · Matt Davis
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With the current persistence, there is an unexpected outcome where if the Browser Window becomes very small (for instance, it is resized while being dragged between two monitors or Snap zones), the Composer can grow to overtake the majority of the Workspace when the window is maximized again. That new large size then persists across tickets and windows until manually resized smaller.
댓글 보기 · 2023년 10월 25일에 게시됨 · Matt Davis
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We are not using Omnichannel routing or Unified Agent Status because of the listed Limitations for that feature. Call Forwarding is the only method by which Agents answer Calls in our organization, and this limitation is not acceptable for us.
If call forwarding is enabled and the status of an agent is automatically set to offline because the agent has been disconnected, calls to the agent will no longer be forwarded to the agent's phone.
댓글 보기 · 2023년 8월 30일에 게시됨 · Matt Davis
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