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Viachaslau
가입한 날짜: 2023년 7월 19일
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마지막 활동: 2025년 2월 13일
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님의 최근 활동 Viachaslau
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When you turn on multi-conversations, proactive messages sent to end users create new conversations rather than being appended to an existing conversation.
If a customer has another chat in a status other than closed, will a proactive message be sent in that case?
댓글 보기 · 2025년 2월 13일에 게시됨 · Viachaslau
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I add my voice to yukiho.suzuki 's comment, especially the first paragraph. You can't make the filter “today”, or the date ranges “Today — …hours/days/weeks...” etc.
댓글 보기 · 2025년 2월 05일에 게시됨 · Viachaslau
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Rich Talbot We have faced a similar experience. A significant number of customers do not realize that by marking an article as useful, they close a ticket. We have also implemented a trigger - that if a client first marked an issue as solved, but then disliked it, the ticket is reopened.
댓글 보기 · 2025년 1월 28일에 게시됨 · Viachaslau
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Walter Bellante Thanks for the reply, but I don't see that option in dashboards... Or do you mean to click "edit" first, then open an individual report and then export? I hope that's not what you mean, as it's inconvenient and many employees simply don't have editing permissions
댓글 보기 · 2025년 1월 27일에 편집됨 · Viachaslau
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Walter Bellante I'm trying to understand if there is a possibility to export not the whole dashboard, but only one specific report, as it was possible in the legacy dashboards?
댓글 보기 · 2025년 1월 24일에 편집됨 · Viachaslau
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Mariana, for your concern about translating messaging triggers, while Zendesk does not currently support dynamic content for messaging triggers in multiple languages, you could consider using different triggers for different languages. By setting conditions based on user language preference, you can tailor your messaging accordingly.
Could you help me figure out how to do this given that there is no language or tag attributes among the messaging trigger conditions?
댓글 보기 · 2025년 1월 21일에 편집됨 · Viachaslau
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Barry Neary Is there a way to set up “Reassignment of reopened tickets when the assigned agent is unavailable” rule differently for different groups? As for the first line of support we would like to reassign reopened tickets, but for the second line we would like to only reassign tickets in case the agent is on vacation or sick leave.
To summarize, ideally we would like to have such settings for this feature:
- different settings for different groups
- option to reassign reopened tickets only if the agent's status is “out of office” (as it was/is possible in a separate Out of office app, but I don't know how it works with omnichannel routing).
댓글 보기 · 2024년 11월 12일에 편집됨 · Viachaslau
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Tetiana Gron I mentioned above that we see a dramatic drop in response rate after switching to the new CSAT tool, from 20 to 11 percent. Are you seeing this globally across all Zendesk customers and what is the plan for improvement?
댓글 보기 · 2024년 11월 07일에 편집됨 · Viachaslau
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I would like to flag that with the new CSAT tool we have a lower response rate compared to the legacy one. To me, the reason is clear, with the previous solution customers didn't have to do an extra action to open a separate window.
댓글 보기 · 2024년 11월 04일에 게시됨 · Viachaslau
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Thanks Alina Wright . “Can not be used” and “not recommended' phrases looked for me as ”messaging and talk are not supported". As per legacy chats - yes, I agree that it's an outdated product.
댓글 보기 · 2024년 10월 30일에 게시됨 · Viachaslau
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