Zac
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Zac의 최근 활동-
[Out of Office App] Allow Team Leads to Change Agent Status
We have a large number of agents in our Zendesk, operating across several locations. Frequently, we will need to engage the OOO status using the OOO App on behalf of one of our agents, especially i...
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Answer Bot for Web Widget - Tracking Ticket Reopens
Hi all, Curious if there are any creative solutions within the community for tracking ticket opens following an Answer Bot inquiry in the Web Widget. All solves come in from an anonymous user, so i...
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Support: Restrict Attachments by File Type
답변함Zendesk Support provides the ability to restrict customers from adding attachments, or to enable all attachments: https://support.zendesk.com/hc/en-us/articles/204265396-Enabling-attachments-in-tic...
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Report Attributes Request: Skills-Based Routing Updates
I would like to understand how skills-based routing is performing in my organization. Outside of the initial skill assignment, I also need to understand how skills are being updated (added to / rem...
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[API] - Configurable Scoped Tokens
Currently, the API token can be used to impersonate anyone in the account. This gives the API token great flexibility, but also carries with it a lot of risk. To give an admin more complete control...
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Agent Experience: Re-send "Update Your Information" Prompt
We have started to serve proactive chats on our Contact Us form to experiment with chat routing. We find that when offering a proactive chat, the end user is prompted once to update their informati...
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Skills-Based Routing: Configurable Setting to Turn off "Failover" Functionality
답변함In Skills-Based Routing, if an active chat waits for a predetermined length of time for a skilled agent to take their chat, they will automatically "fail over" to the pool of non-skilled agents who...
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Custom Events for Zendesk Explore
When reviewing historical analytics, sometimes the analyst will want to understand how ticket volume is related to the overall context of their business. For example, suppose an analyst were to see...
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How to embed videos with a timestamp into Guide articles
Using Guide's video embed feature, it's easy to embed YouTube videos into Guide articles. Unfortunately, if you try to embed a video with a timestamp using YouTube's "Copy URL at current time" feat...
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Does the Answer Bot Model respond to Knowledge Capture linking events?
Does the Answer Bot model take into account linking events from Knowledge Capture to tune the model / suggest new articles? Or does it strictly use NLP to scan the article collection, tuning the mo...