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Bill Reed

Entrou em 13 de mai. de 2021

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Última atividade em 19 de nov. de 2024

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Bill Reed comentou,

ComentárioTeam members and groups

You say “Do not use this feature if you are currently using Chat, messaging, or Talk.” Can you elaborate on this? Why doesn't it work/shouldn't we use it? Is there some alternative if we're trying to keep certain agents to a certain brand?

Exibir comentário · Publicado 29 de out. de 2024 · Bill Reed

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Bill Reed comentou,

ComentárioHow to fix issues in Zendesk messaging

We would prefer to set this to “Forget” to avoid other users from seeing sensitive information inside someone else's messaging conversation. 

 

However, if a bot is set up an provides a link to an article, and the customer clicks it-- the article opens in a new tab. And if it's set to “Forget,” the messaging/bot conversation starts over instead of continuing on said tab.

 

Is there a way around this? Like a means of having links to the Help Center or other pages of our website open in the same tab? 

Exibir comentário · Publicado 05 de jun. de 2024 · Bill Reed

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Bill Reed comentou,

ComentárioSlack integration

Does creating a trigger that utilizes the Notify by > Zendesk integration > Slack integration Action now require the Admin role to create?

 

I had a user who created them before but recently was no longer able to do so, or even see the existence of the Slack integration, until I switched their role to Admin.

Exibir comentário · Publicado 03 de abr. de 2024 · Bill Reed

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Bill Reed comentou,

ComentárioLive chat agent guide

Sati Olasz Hiedi Kysther

I realize your issue was from nearly 2 years ago, but I have agents reporting the same problem. "It looks to them that they are Online, but when they refresh the browser they are Invisible." We're also using Agent Workspace.

Was there a solution to this problem?

Exibir comentário · Publicado 22 de fev. de 2024 · Bill Reed

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Bill Reed criou uma publicação,

Publicação Feedback - Chat and Messaging (Chat)

Currently, if a user is suspended in Zendesk Support, they can still request a chat on our website, but this chat will never route to an agent, nor does it create a ticket. And in Agent Workspace, our agents cannot pick it up manually from the Visitors List.

There are situations where a user may have been incorrectly suspended automatically by the system, for example, and we'd still like some way to know they tried to contact us. But even if users were legitimately suspended, it still makes no sense for them to be able to open chats. They will then sit in queue forever, trapped in a limbo where they can't reach an agent. This makes it look like we have poor customer service. But agents will likely never be aware this chat was attempted.

We would like these users to either be prevented from starting a chat altogether, or for us to be able to have a chat trigger directed to suspended users, or some kind of notification sent to them automatically.

Publicado 26 de out. de 2023 · Bill Reed

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Bill Reed comentou,

ComentárioSetting up Zendesk Chat

I am trying to test a trigger based on "When a visitor has loaded the chat widget" but nothing is happening.

Is this because of our widget settings in Support? In that it tries to deflect via a Help Center search and then displays the contact form?

Exibir comentário · Publicado 20 de out. de 2023 · Bill Reed

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Bill Reed comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

We just found out this was the case-- been pulling my hair out trying to fix it, and it turns out it's baked into the system. It would be great if all comments would come through!

Exibir comentário · Publicado 18 de mai. de 2023 · Bill Reed

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Bill Reed comentou,

ComentárioTicket customization

Is there a reason why Light Agent is not one of the Role conditions for these fields?

You can set to Agent, Admin, or End User. If set to Agent, Light Agents do not appear in the list.

Exibir comentário · Publicado 17 de mai. de 2023 · Bill Reed

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Bill Reed comentou,

ComentárioGlobal security and user access

Sorry if a silly question, but: will changing the account owner also change the account owner on any existing Sandboxes?

Exibir comentário · Publicado 04 de mai. de 2023 · Bill Reed

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Bill Reed comentou,

ComentárioSetting up Zendesk Chat

What role (in Support or Chat) is required to create or modify a chat trigger? Does it need to be an Admin?

Exibir comentário · Publicado 27 de fev. de 2023 · Bill Reed

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