Lindanne Mureu

Really need this feature natively on Zendesk as opposed to buying it from Sweet hawk.

Has first reply time for social media messages (WhatsApp) been made available on the prebuilt dashboard?Or we can only get that with explore?

I have two questions:

We did not manage to integrate 3cx successfully onto Zendesk because tickets were being created after the call ended. Is it because we did not make use of this API toolbox?

Our plan is Suite Growth. Is this available to all your customers?

We also are experiencing the same issue. The setting "capture public mentions as tickets" is set to "yes" and sadly, they are not creating tickets until we reply directly from our twitter account. We are on suite plan and using the agent work space. Did anyone find a solution?

This is critical for us too-ability to edit fields on closed tickets.We perform QA's on closed tickets and we would like to have supervisor comments on the closed tickets via a ticket field or internal comment.

We want to have an option where we can link my custom ticket types to a reminder/deadline and have triggers/automations fired according to my specification- maybe 1 hr or days before the lapse of a TAT that I had given a customer on a ticket.

PS:I have just started a trial on sweethawk. Set up is tedious for me and it would be good if Zendesk have this.

Thank you.I will do exactly that.

Our Plan is suite growth and I have been trying to get a report on the type of requests we get on WhatsApp.The best way I thought to do this was to create a view and then download it as CSV.However,50% of WhatsApp requests are reopened. One ticket can have a whole thread(re opens) and it may have been created on another month and is still 'open' months later but with different issues. I will not get a clear picture of the kind of requests received for a particular period including reopens because the condition in views only has 'created at'. How else can I go around this? I want to get the kind of requests for  whatsApp tickets created and opened for a particular period.

How can I get the daily number or reopened tickets(email and WhatsApp) if I do not have explore? Our plan is Suite Growth.

You can switch channels if the user has both contact details in place. For us, we can switch from email to WhatsApp if both email and WhatsApp numbers are on the user profile. This is very manual.

My challenge is, we just subscribed to omnichannel and we have duplication of users because now we have their numbers on WhatsApp but with WhatsApp alias names so very hard to link the two. We thought of deleting and importing our users afresh with both details in place.(and we followed the instructions for bulk importing users).We uploaded a list of 10 as a test but it did not import the user with both number and email. We were back to the same problem.It would be very helpful if we could find a workaround for this.