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Aubree

Entrou em 16 de abr. de 2021

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Última atividade em 29 de nov. de 2023

Zendesk Customer Care

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Aubree comentou,

ComentárioTicket basics

Hello Megan, 

It looks like adding the "Page Views" as a condition in any business rules is not possible at the moment. 

I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams. 

In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds.

Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. 

We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

Exibir comentário · Publicado 23 de out. de 2023 · Aubree

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Aubree comentou,

ComentárioFundamentos do Chat
Hello Marcelo,
 
Chat Phase 3 and Phase 4 are practically the same. Chat Phase 3 and Phase 4 are really just chat product 'phase' plan_settings which we use to identify an account based on the timeline they were created and how it was created.
 
With Chat Phase 3, Chat can be added to a Zendesk account with Support already. Chat fully operate within the Zendesk ecosystem without the need for a Zopim account (the Legacy Zendesk Chat).
 
Chat now becomes a “product” that can be “enabled” in a Zendesk account.
 
For Chat Phase 4, Zendesk accounts do not require a subscription to Support anymore and can be provisioned with Chat product only. Hence, it was described as Chat-only or Chat + Support, available after October 24, 2018.
 

Exibir comentário · Publicado 20 de jul. de 2023 · Aubree

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Aubree comentou,

ComentárioWorking with articles in the knowledge base

Hello F. Keijmes,

Apparently, an article ID is unique and is generated upon article creation so it cannot be reused. 

Also, you cannot set the article ID upon creation even via API given it's a read-only parameter.

Exibir comentário · Publicado 09 de jun. de 2022 · Aubree

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Aubree comentou,

ComentárioGlobal security and user access

Hello Matt,

The lockout duration for the password should not last longer than 5 minutes.

Exibir comentário · Publicado 30 de mai. de 2022 · Aubree

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Aubree comentou,

ComentárioHow to fix access issues

Hello Shaun, 

Unfortunately, there's no option to change the time limit or validity of the emails. It's hard-coded into our system so there's no way to modify it. 

Hope this helps! 

Exibir comentário · Publicado 20 de abr. de 2022 · Aubree

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Aubree comentou,

ComentárioGeneral questions and issues about tickets

Hello Dieter,

I'm going to reach out to you directly in a ticket so we can take a closer look and see what might be going wrong here. We'll be in touch very shortly via email! 

Exibir comentário · Publicado 18 de abr. de 2022 · Aubree

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Aubree comentou,

ComentárioUsing the knowledge base in Help Center

Hello Stephen, 

Unfortunately, there isn't an option to sort or re-order the All Articles section alphabetically in Guide Admin. 

We encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

Exibir comentário · Publicado 17 de abr. de 2022 · Aubree

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Aubree comentou,

ComentárioSetting up and managing community

Hi Emanuel, 

The Community tab on the Native Reporting page does not have the export option.

Exibir comentário · Publicado 12 de abr. de 2022 · Aubree

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Aubree comentou,

ComentárioAdditional ticket channels

Hello Alan Suazo,

Currently, our Salesforce Integration does not have an option to integrate Salesforce outbound calls with Zendesk outbound calls.  However, our integration does have the following two features that could be used to view Zendesk ticket data in Salesforce: 


1. Ticket Sync - Allows you to sync Zendesk tickets (including Talk tickets) to Salesforce Case records.  You could then report on this data in Salesforce or trigger other business workflows within Salesforce. 

2. Ticket View - This feature can be added to the Account, Contact, Lead, and Opportunity pages and it queries Zendesk Support in real-time and displays the list of Zendesk tickets (which can include Talk tickets).  This feature does not store any Zendesk data in Salesforce.

I hope this helps! 

 

Exibir comentário · Publicado 31 de mar. de 2022 · Aubree

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Aubree comentou,

ComentárioAdditional ticket channels

Hi Alan Suazo,

Can you provide more information, please? Are you interested to make calls in Zendesk but the details will also show in Salesforce or vice versa? 

Exibir comentário · Publicado 28 de mar. de 2022 · Aubree

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