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Hannah Voice
Entrou em 15 de abr. de 2021
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Última atividade em 14 de mar. de 2023
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Atividade mais recente por Hannah Voice
Hannah Voice comentou,
- Replies sent (“Public comments” in Explore)
- Tickets replied to (“Tickets updated w/ public comment” in Explore)
Exibir comentário · Publicado 14 de mar. de 2023 · Hannah Voice
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Hannah Voice comentou,
Hi there,
I've been testing simplified email threading in our sandbox and hoping you can help me understand a couple of things. I've updated the trigger that sends the notification I'm testing, as well as the follower template and the account-level email templates.
I sent an email from Gmail to our Zendesk sandbox, and then sent a few messages back and forth.
Gmail
Why does each reply from Zendesk include the start of previous message history within the reply? It has the 3 ellipsis right underneath but in the highlighted sections in the screenshot below, for example, I think "Second message from the customer" should be hidden under those ellipsis. Is this related to the quoted_content placeholder?
Zendesk
Why do the customer replies in the Zendesk interface include the previous messages? This would be really confusing/cumbersome for agents.
Thanks,
Hannah
Exibir comentário · Publicado 17 de jan. de 2023 · Hannah Voice
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Hannah Voice comentou,
Would also love to know if there is a solution for this one! 🤞
Exibir comentário · Publicado 23 de jun. de 2022 · Hannah Voice
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Hannah Voice comentou,
Is it not possible for users to enter free text in order to search for Help Center articles (instead of us having to configure the specific articles that we want to show)? Thanks!
Exibir comentário · Publicado 12 de mai. de 2022 · Hannah Voice
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Hannah Voice comentou,
Do operating hours also apply to Zendesk Messaging or is it just Live Chat? If they do apply to Zendesk Messaging, how do they then work with Social Messaging? For example, if we had operating hours of 9am-5pm everyday, we couldn't stop a user sending a Facebook message outside of those hours. If agents were marked as Invisible (per the operating hours), what would happen to that Facebook message?
Additionally, I understand Departments aren't relevant for Zendesk Messaging but how could we set multiple operating hours schedules in that case, or could we only set it at the account level where ALL agents are shown as Online?
Thanks!
Exibir comentário · Editado 25 de jan. de 2022 · Hannah Voice
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Hannah Voice comentou,
Had the same issue a few months ago, even after confirming with Customer Support that this wouldn't happen. 😓
Exibir comentário · Publicado 30 de set. de 2021 · Hannah Voice
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Hannah Voice comentou,
Thanks @.... Could you point me to the best resource that outlines the differences between chat and messaging? I've read through these:
- The difference between chat and messaging
- Zendesk messaging vs. live chat: Which is right for you?
- Switching from live chat to messaging
But if I'm understanding correctly, messaging replaces chat? If we have messaging enabled and a customer starts a chat, is that actually a message... or is it a chat? You can probably tell I'm a bit confused 😉
Exibir comentário · Publicado 12 de ago. de 2021 · Hannah Voice
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Hannah Voice comentou,
Hi there. This article says "If enabled, agents and visitors can send and receive attachments via Chat." but this article says "Customers cannot currently attach files to messaging conversations." Could you please confirm? Thank you!
Exibir comentário · Publicado 10 de ago. de 2021 · Hannah Voice
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Hannah Voice criou uma publicação,
TL;DR We would like for our replies from Zendesk to be a reply on the tweet we're actually responding to as opposed to the original tweet.
This Zendesk article mentions:
If the ticket was created from a tweet mentioning your Twitter account name (for example @Zendesk), then your reply from within Zendesk will be a reply tweet, threaded to the senders original mention.
We would really like for our replies from Zendesk to be a reply on the tweet we're actually responding to, rather than the senders original mention. We often have conversations on Twitter that go back and forth multiple times, and our responses then end up appearing completely out of order on Twitter. It makes it virtually impossible for somebody to follow along in Twitter itself.
This Community post is along similar lines, but there wasn't a conclusion. For clarity, we are referring to public tweets rather than DMs.
I believe this is a Zendesk limitation rather than a Twitter API limitation, as we haven't had this issue with other platforms we've used to respond to tweets.
Publicado 02 de mar. de 2021 · Hannah Voice
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