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Ran Geller

Entrou em 16 de out. de 2021

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Última atividade em 24 de out. de 2022

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Ran Geller criou uma publicação,

Publicação Feedback - Ticketing system (Support)

The Salesforce integration (data sync) breaks from time to time, and it would be super helpful to get a notification when that happens.

 

Publicado 24 de out. de 2022 · Ran Geller

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Ran Geller comentou,

ComentárioHelp with apps and integrations

I was able to get it fixed by disconnecting and reconnecting the Salesforce integration.

It is frustrating that the integration breaks from time to time, and I am not getting any notification about it.

Exibir comentário · Publicado 23 de out. de 2022 · Ran Geller

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Ran Geller comentou,

ComentárioWeb Widget documentation

After implementing end-user authentication, we experience the same situation - the end-user email is not captured.

It is annoying as it is impossible to switch from messaging to email and have unread messages automatically emailed when the end-user leaves the messaging session.

To overcome this, we configured the external_id to have the email, and the agent must copy it when hovering over the authentication badge and then update it in the end-user profile. 

What is the ETA for removing this limitation?

 

 

 

 

 

Exibir comentário · Publicado 16 de jun. de 2022 · Ran Geller

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Ran Geller comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

Hi Zendesk,

Your Support team told me that the new conversation button and the My conversations list view are custom work from Zendesk side (not out of the box).

What is the plan to add it to the product? It is a Critical functionality (and the evidence is that Zendesk did some custom work to add this functionality.)

In intercom this functionality is out of the box...

Exibir comentário · Editado 10 de mai. de 2022 · Ran Geller

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Ran Geller comentou,

ComentárioTicket customization

Thank you, Eric!.

Is there a plan to add this functionality to the feature?

Any idea how can I automatically update agent-only fields during/after a ticket was created from the help center contact support form?

Ran 

 

 

Exibir comentário · Publicado 24 de jun. de 2021 · Ran Geller

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Ran Geller comentou,

ComentárioTicket customization

Hi,

Is it possible (using this feature) to prefill custom ticket fields that are for agents only? (NOT editable for end-users).

Thanks!

 

 

Exibir comentário · Publicado 09 de jun. de 2021 · Ran Geller

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