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test.zendesk

Entrou em 15 de dez. de 2021

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Última atividade em 11 de dez. de 2024

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Atividade mais recente por test.zendesk

test.zendesk comentou,

ComentárioTicket customization

It will be nice to have the ticket statuses visible by group, as not all statuses are being used by every team, so it will be nice to make them visible only to certain groups. Is this feature being worked on? Else I want to request this feature. Also, the option to hide default status at least pending and on hold.

Exibir comentário · Publicado 11 de dez. de 2024 · test.zendesk

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test.zendesk comentou,

ComentárioRouting

HI, 

It's nice to see the feature that allows us to make certain skills required even after a skill timeout is enabled for certain channels.

I tried setting one of the skills as required with the help of the trigger but the ticket with that required skill still got assigned to the agent who didn't have the skill to handle it, Could you please help identify what could have caused it? The ticket number is  #13145995

Exibir comentário · Publicado 29 de nov. de 2024 · test.zendesk

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test.zendesk comentou,

ComentárioUsing AI agents for messaging

This is sad that we cannot use the “Ask for details” block for WhatsApp, it makes it so difficult to verify users as we want users to enter their User ID, track and trace code and email before they are routed. This makes the answer bot limited. I hope we can have this feature soon

Exibir comentário · Publicado 22 de ago. de 2024 · test.zendesk

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test.zendesk comentou,

ComentárioUsing legacy AI agent functionality

Thanks for the development on the Zendesk bot so far, it's really nice.

Is it not possible to compare two variables? It is so limited that we have to enter the values to compare with variables manually, what if we want users to make a selection and compare it with the values obtained via API call which is stored in a variable?

Exibir comentário · Publicado 21 de ago. de 2024 · test.zendesk

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test.zendesk comentou,

ComentárioRouting

Hi Barry Neary

When the feature to support ordering within the queue by SLA would go live?

I have a question about the custom queue:

If ticket1 with urgent priority is added to the custom queue after ticket2 (normal priority) will the custom queue prioritise the assignation of ticket1 over ticket2 because ticket1 has an urgent priority? 


 

Exibir comentário · Publicado 12 de ago. de 2024 · test.zendesk

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test.zendesk criou uma publicação,

Publicação Feedback - Chat and Messaging (Chat)

 Messaging Agent Interface feature request::

What we currently have is that agents need to type the message, click on enter, and solve the ticket. It is not possible to add a message by only clicking on the solved ticket button. It happened a few times that tickets were solved without a reply because the agent forgot to press enter first. This is confusing because in email tickets it does work like this, so especially after switching from an email to messaging. 

Publicado 25 de jul. de 2024 · test.zendesk

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test.zendesk comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

This functionality is very much needed. Without this, messaging cannot be used at its full potential. Onur Okutan any, updates on this? When Zendesk is already using this for support, can you please guide us on how we can create the same custom script in the meantime?  

Exibir comentário · Publicado 07 de ago. de 2023 · test.zendesk

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