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Brandon (729)

Entrou em 15 de abr. de 2021

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Última atividade em 14 de fev. de 2025

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Full time Zendesk Architect. Cleveland born and raised. Changing the world one megabyte at a time.

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Brandon (729) comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Hi There Walter Bellante -

 

We noticed that Time Filters are not sharing across tabs at this point in our testing (ie, we have a Time Filter on each tab, on tab 1 we select “last 7 days” - previously this would update time filters on every tab unless “do not share across tabs” was checked.  Can we expect this functionality to roll into the new dashboard experience at some point?  I realize that filtered views anchored to different time periods is possible today, but for our use case we'd like to have the user select a range and have that cascade through the report).  Thanks!

 

Brandon

Exibir comentário · Publicado 12 de fev. de 2025 · Brandon (729)

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Brandon (729) comentou,

ComentárioSetting up Talk

Hey Soleil Tacher Unfortunately, this is not possible - nor do I know of any end-users that are willing to wait on hold for longer than 60 minutes.  The best practice here would be for a voicemail to be offered.  The only other option (not recommended) would be to overflow to a secondary Talk number, which would ‘reset’ the hold time.  That being said, I would encourage you to look at finding ways to perhaps use Zendesk's AI and self-service tooling to reduce the volume of inbound calls, which might alleviate your need to increase the queue wait time.  Hope this helps!

Exibir comentário · Publicado 04 de fev. de 2025 · Brandon (729)

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Brandon (729) comentou,

ComentárioBusiness rules

Hey Kévin Arnoult -

 

Sorry to hear you're having difficulty.  You could potentially sniff for that note with a Trigger that adds a tag.  There might also be an option to consolidate some of your automations.

 

I'm also sending this over to Amer at Qvasa to see if this is something they might be able to extract.  Hope this helps!

 

Brandon

Exibir comentário · Publicado 31 de jan. de 2025 · Brandon (729)

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Brandon (729) comentou,

Comentário na comunidade Feedback - Zendesk AI and automation

Hey Rich Talbot - nice to see you here!  This is not expected behavior as far as I know.  I would recommend having Zendesk Advocacy look at the ticket(s) in question to figure out what happened.  Yvonne P. the automated_resolution tag should also strip, so you might want to have Advocacy look at that as well.  Hope this helps!

Exibir comentário · Publicado 29 de jan. de 2025 · Brandon (729)

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Brandon (729) comentou,

ComentárioTicket customization

Hey LD SB

 

Thanks for reaching out!  I can see that you are using dynamic content as placeholders inside of your dropdown.  This would require you to first define the dynamic content in the admin center (under the aptly named Dynamic Content section) before adding it to your dropdown field.  Once this is completed, there may be a slight delay (~15 mins) before the value is visible in the help center to end-users, but it should be available to agents internally with a simple refresh of your browser.  More info is available here: https://support.zendesk.com/hc/en-us/community/posts/6595856382618-Dynamic-content-in-custom-fields

 

Hope this helps!

 

Brandon

Exibir comentário · Publicado 09 de jan. de 2025 · Brandon (729)

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Brandon (729) comentou,

ComentárioTicket customization

Hey Judith Ilagan -

 

There is a limit, but it's wayyyy more than 4.  This sounds like more of an issue with the design of your help center, or maybe something with your field & form configuration.  I'd recommend opening a trouble ticket with Zendesk so that they can investigate further.  If they can't figure it out - I'd welcome the chance to drop into your instance and help.  You can find me at 729Solutions.com.  That said, it defintely sounds like a configuration error that Zendesk should be able to help you sort out.  

 

Cheers,

 

Brandon Tidd

Exibir comentário · Publicado 08 de jan. de 2025 · Brandon (729)

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Brandon (729) comentou,

ComentárioBuilding reports

Hey Jahn 

 

That makes sense.  Unfortunately, as a system Zendesk isn't going to fully understand the difference between human vs voicemail responders.  That being said, you've got some options.

 

1) Agent Categorization.  Leveraging a checkbox or dropdown to differentiate which tickets fell into one category would be the most straight-forward approach, but would require the agents to answer (and answer truthfully).

 

2) Evaluate Time On Call.  Examining the length of calls may give you a leading indicator as voicemail calls will generally be a bit shorter than human calls, depending on the nature of the content being discussed.

 

3)  Leverage AI.  With Advanced AI, Zendesk will transcribe live calls.  You could sniff for keywords in the transcriptions such as “Your call has been forwarded to an automatic voicemail system.”

 

Of all these, I would recommend the first option.  Best of luck!

 

Brandon

Exibir comentário · Publicado 06 de dez. de 2024 · Brandon (729)

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Brandon (729) comentou,

ComentárioBuilding reports

Hey Jahn 👋 

 

Voicemail would refer to an inbound voicemail left for an agent by an end-user.

 

Outbound calls are considered connected regardless of whether they connect to a human or a voicemail.

 

Hope this helps! 

 

Brandon

Exibir comentário · Publicado 03 de dez. de 2024 · Brandon (729)

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Brandon (729) comentou,

ComentárioSetting up Talk

Somewhat counterintuitively. You'll want to put in a available agent's greeting on the ivr option for five. Step one is to record a voicemail but save it as an available agent greeting. Then go to your ivr and edit extension 5. Where you choose the routing to voicemail. There should be a drop down there that will allow you to play a message in between the key press and the transfer. Hope this helps! 

Exibir comentário · Publicado 21 de nov. de 2024 · Brandon (729)

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Brandon (729) comentou,

Comentário na comunidade Discussion - Tips and best practices from the community

Hi Yvonne P. -

 

Without authentication it will be difficult to do anything from within the help center environment, but this should be possible using autoreplies, which is now part of the AI Agents and automated resolutions workflow.  Details here: https://support.zendesk.com/hc/en-us/articles/4408833721498-Using-autoreplies-to-recommend-articles-in-email-notifications 

 

Outside of that, there are other, more hacky ways to approach this, including a key string “Solve my request” that is listened for in Triggers, or even building a simple web interface that asks for the ticket ID and then uses the API to force the ticket into a closed status.

 

Keep in mind that allowing end-users to self-solve might have downstream impacts on your reporting, especially when it comes to agent categorization of requests. Hope this helps!

 

Brandon

Exibir comentário · Publicado 13 de nov. de 2024 · Brandon (729)

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